Singing
Vasiliki Kydonaki
Operations Officer
Athens
Summary
A business oriented professional with more than 13 years of experience in client services and telecommunications. Highly skilled in interpersonal communication, marketing strategy and customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Dedicated airfield operations expert with aviation industry experience. Proficient in airfield maintenance, aircraft fueling and aircraft ground handling operations. Talented at implementing new airfield operations protocols and enforcing compliance with aviation regulations.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Operations Officer
Alpha Jet Services
04.2024 - Current
- Coordinated closely with airport authorities to obtain necessary permits and clearances for flights, avoiding costly fines or penalties.
- Evaluated potential risks associated with specific routes or destinations, providing alternative options when necessary for optimal safety considerations.
- Provided comprehensive pre-flight briefings to pilots, covering weather conditions, route planning, fuel management, and potential hazards.
- Enhanced flight operations efficiency by developing and implementing detailed procedures and protocols.
- Managed daily flight logs, tracking aircraft movements to ensure proper utilization of resources and adherence to regulatory requirements.
- Preparation of crew briefings and keeping crews updated 24/7
- Requesting overflight and landing permits for all flights as required
- Arranging ground handling and airport slots for all flights as required
- Liaising with external providers (handling agents, FBOs, fuel suppliers, Civil Aviation Authorities,Customs Offices) concerning any ground services arrangements or operational requirements
- Flight Planning and preparation of flight packages including operational flight plan, weather briefing and charts, Notams, mass and balance calculations, performance data and any other documentation relevant to each flight
- Ensuring that all documents sent to the crews comply with all relevant international and national regulations and with the company’s procedures and regulations as laid down in operations manuals
- Improved operational efficiency by maintaining accurate records of flight plans, crew schedules, and aircraft maintenance logs.
- Enhanced flight safety by meticulously analyzing weather data and coordinating with pilots on optimal routes.
- Supported company growth by assisting in the development of new routes and evaluating potential market opportunities.
- Optimized fuel consumption by calculating precise fuel requirements based on aircraft weight, route distance, and prevailing weather conditions.
- Reduced delays by proactively identifying potential scheduling conflicts and collaborating with operations teams to resolve them.
Ground Staff Agent
Aegean Airlines
7 2008 - 5 2009
- Worked closely with shift manager to solve problems and handle customer concerns
- Worked flexible schedule and extra shifts to meet business needs
- Directed passengers to correct loading gates or areas for departures and connections
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts
- Investigated complaints to define and correct weak areas
- Provided a high level of customer service to each person by engaging the customer and using active listening and effective interpersonal skills
- Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service
- Assisted customers with seat availability, gate announcements, and flight status to increase boarding efficiency
- Sold, printed, and reissued available tickets to customers at check-in
- Managed passenger check-in by verifying customers' travel documentation
- Assisted customers with ticketing and baggage check-in requirements
- Communicated with site personnel by relaying information via radio calls
- Offered friendly and efficient service to customers, handled challenging situations with ease.
Turn Around Coordinator
Skyserv Ground Operation Handling
01.2023 - 04.2024
- Maintained timely aircraft departures by ensuring accurate loading and unloading of baggage and cargo.
- Upheld airport security measures through vigilant monitoring of restricted areas access points for unauthorized personnel or vehicles.
- Enhanced team efficiency by effectively communicating with coworkers and supervisors during shift handoffs.
- Kept a well-documented record of all tasks performed and equipment used during shifts, contributing to accurate data collection for analysis and improvement purposes.
- Reduced flight delays with the proactive inspection, troubleshooting, and repair of ground support equipment.
- Improved ramp safety by consistently adhering to company policies and federal regulations.
- Streamlined the deicing process, minimizing turnaround time during winter weather conditions.
- Contributed to a positive customer experience by assisting passengers with special needs or requests during boarding and disembarking procedures.
- Participated in regular training sessions for staying up-to-date with industry best practices and maintaining required certifications.
- Ensured safe passenger boarding by properly positioning jet bridges and performing thorough safety checks.
- Provided clear communication between pilots, air traffic control, and ground crew for seamless coordination of ramp operations.
- Increased on-time performance by swiftly marshalling aircraft in and out of gates as per schedule requirements.
- Coordinated with ramp agents to verify baggage was placed on correct outgoing flight.
- Communicated closely with ground crew, flight crew, and tow person via headset radio to maintain loading and unloading safety and efficiency.
- Safely operated various types of equipment such as conveyor belts, push-back tractors and tugs.
- Guided aircraft into and out of parking positions using hand signals.
- Connected electrical power unit and hoses to aircraft.
- Checked cargo and baggage for security to meet TSA regulations.
- Reported equipment malfunctions to supervisor for immediate repair attention to avoid creating flight departure delays.
- Positioned and towed aircraft from remote locations of airport to designated areas for operation.
- Completed cargo manifests and flight paperwork for proper luggage and flight tracking.
Customer Service Agent
Cosmote
07.2013 - 01.2023
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
- Managed high call volume while maintaining a courteous and professional demeanor.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Collaborated with team members to create effective strategies for improving overall customer experience.
- Resolved concerns with products or services to help with retention and drive sales.
- Implemented feedback from supervisors to improve performance in key areas such as empathy and active listening.
- Assisted new employees with training, sharing best practices for handling difficult situations and achieving positive outcomes.
- Actively participated in team meetings and professional development workshops, continuously seeking opportunities to enhance skills and provide exceptional customer service.
- Tracked customer interactions using CRM software, helping the team identify trends and areas of improvement in service delivery.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Provided comprehensive support during periods of high call volume by adjusting schedules to accommodate increased needs efficiently.
- Ensured timely follow-up on pending cases, reducing the number of unresolved issues significantly over time.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Educated customers about available resources such as online FAQs or user guides that could help them resolve future concerns independently.
- Updated account information to maintain customer records.
- Handled customer inquiries and suggestions courteously and professionally.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Tracked customer service cases and updated service software with customer information.
- Processed customer service orders promptly to increase customer satisfaction.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Answered constant flow of customer calls with minimal wait times.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Realtor
Asty Real Estate
09.2014 - 09.2016
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Advised clients on market conditions and property value for informed decision-making.
- Assisted first-time homebuyers in navigating the complex real estate process, guiding them from pre-approval to closing.
- Advertised client properties through websites, social media, and real estate guides.
- Presented purchase offers to sellers for consideration.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Developed strong relationships with mortgage brokers, attorneys, and other professionals to streamline the home buying process for clients.
- Wrote listings detailing and professionally highlighting property features to increase sales chances.
- Improved property listings by collaborating with photographers to capture visually appealing images that accurately represented each property''s unique qualities.
- Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
- Utilized advanced technology tools such as virtual tours to showcase properties more effectively, attracting more potential buyers online.
- Developed and presented proposals to clients to raise awareness of potential real estate investments.
- Prepared and presented contracts and other legal documents to clients.
- Worked closely with clients to facilitate appropriate loans, inspections, and credit reports.
Executive Assistant
Clinic Hematologia
01.2013 - 05.2013
- Maintained patient confidence and protected operations by keeping information confidential and following HIPAA guidelines.
- Completed clinic room inventories and restocked supplies.
- Facilitated patient clinic by greeting and rooming patients.
- Registered new patients in electronic medical record prior to scheduling appointments.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Received, recorded and filed medical payments by check, cash, and credit card.
- Updated patient information and insurance details for accurate electronic medical records.
- Restocked each medical room with adequate supply of medications and supplies in preparation for patients.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Prepared and processed patient referrals and transfer requests.
Parking Attendant
De.AR Park
12.2010 - 03.2012
- Answered general questions about parking fees, facilities, and directions.
- Facilitated vehicle flow by managing traffic control and parking in assigned area.
- Assisted in training new employees, sharing best practices for safe driving techniques and exceptional customer service skills.
- Patrolled area to prevent thefts of parked cars or items in cars.
- Prevented unauthorized access to guest vehicles by diligently monitoring the parking area and reporting suspicious activity.
- Handled cash transactions accurately, ensuring proper payment for services rendered.
- Ensured vehicle safety by performing thorough inspections before and after each parking assignment.
- Maintained a clean work environment, keeping the valet area free of debris and hazards.
- Achieved high levels of accuracy in financial transactions by consistently following established cash-handling procedures.
- Expedited vehicle flow at entrance and exit points by efficiently processing transactions using electronic devices such as handheld scanners and point-of-sale systems.
- Retrieved guest vehicle quickly to avoid long waits and maximize customer satisfaction.
- Resolved customer issues and complaints expeditiously to meet customer service quality standards.
- Greeted and welcomed guests to nurture relationships and grow successful business.
- Processed credit card and cash payments for parking charges and provided customers with accurate detailed receipts.
- Managed daily operations, ensuring smooth workflow and timely resolution of any issues.
Education
High School Diploma -
General Public School of Alimos
05.2004 - 05.2007
Marketing -
IEK AKMI
05.2014 - 05.2016
Designing the Organization -
Coursera
07.2022
IBM Cybersecurity Analyst-Specialization -
IBM
06.2021
Leading Teams: Developing as a Leader -
Coursera
06.2021
AI For Everyone -
Coursera
07.2021
Introduction to Psychology -
Coursera
11.2021
Managing the Organization -
Coursera
08.2021
Digital Media and Marketing Principles -
Coursera
07.2021
Foundations of Project Management -
Coursera
06.2022
Strategic Leadership and Management-Specialization -
Coursera
11.2022
Strategic Innovation: Building and Sustaining Innovative Organizations -
Coursera
08.2021
Design Thinking for Innovation -
Coursera
11.2021
Project Initiation: Starting a Successful Project -
Coursera
11.2022
SITA DCS CHECK-IN AGENT BASIC AIRLINE SECURITY(Passenger Handling Staff) -
Aegean Airlines
07.2013
No Degree - Business Administration
Hellenic Open University
04.2001 -
Skills
Critical thinking and problem solving
Ability to Multitask
Fast Learner
Leadership Skills
Ability to Work Under Pressure
Microsoft Office
Customer Service
Office Administration
Marketing
Interests
Reading
Gaming
Travelling
Kick-Boxing
Timeline
Operations Officer
Alpha Jet Services
04.2024 - Current
Turn Around Coordinator
Skyserv Ground Operation Handling
01.2023 - 04.2024
Realtor
Asty Real Estate
09.2014 - 09.2016
Marketing -
IEK AKMI
05.2014 - 05.2016
Customer Service Agent
Cosmote
07.2013 - 01.2023
Executive Assistant
Clinic Hematologia
01.2013 - 05.2013
Parking Attendant
De.AR Park
12.2010 - 03.2012
High School Diploma -
General Public School of Alimos
05.2004 - 05.2007
No Degree - Business Administration
Hellenic Open University
04.2001 -
Ground Staff Agent
Aegean Airlines
7 2008 - 5 2009
Designing the Organization -
Coursera
IBM Cybersecurity Analyst-Specialization -
IBM
Leading Teams: Developing as a Leader -
Coursera
AI For Everyone -
Coursera
Introduction to Psychology -
Coursera
Managing the Organization -
Coursera
Digital Media and Marketing Principles -
Coursera
Foundations of Project Management -
Coursera
Strategic Leadership and Management-Specialization -
Coursera
Strategic Innovation: Building and Sustaining Innovative Organizations -
Coursera
Design Thinking for Innovation -
Coursera
Project Initiation: Starting a Successful Project -
Coursera
SITA DCS CHECK-IN AGENT BASIC AIRLINE SECURITY(Passenger Handling Staff) -
Aegean Airlines
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