Jeffrey Toniolo
Escondido
Summary
Results-oriented professional with extensive experience in customer relationship management and team leadership. Skilled in coaching and mentoring, leading to improved performance metrics and a culture of excellence within customer service teams.
Overview
13
13
years of professional experience
Work History
Customer Service Supervisor - Cross Functional
Envoy Airlines
Carlsbad
01.2025 - Current
- Oversaw daily operations of customer service team, ensuring compliance with company standards.
- Facilitated regular team meetings to review performance metrics and discuss customer interaction strategies.
- Monitored team performance through reporting, identifying improvement areas and coaching opportunities.
- Conducted evaluations for team members, delivering constructive feedback and acknowledging achievements.
Passenger Service Agent
Envoy Airlines
Chicago
12.2012 - 01.2025
- Delivered exceptional customer service by resolving passenger inquiries and issues promptly.
- Coordinated with ground staff to enhance baggage handling and loading efficiency.
- Facilitated check-in processes, assisting passengers with ticketing and boarding.
- Monitored flight schedules, providing timely information on delays and cancellations.
- Managed lost and found operations by documenting and tracking passenger items.
- Assisted passengers with special needs, ensuring compliance with accessibility regulations.
- Resolved ticketing discrepancies, ensuring accurate reservation processing and cancellations.
- Checked in passengers, assigned seats, and issued boarding passes efficiently.
Education
Tourism and Travel Management
College of DuPage
Glen Ellyn, ILSkills
- Customer relationship management
- Customer service software
- Performance monitoring
- Data analysis
- Team leadership
- Conflict resolution
- Coaching and mentoring
- Leading team meetings
- Delegating work
Timeline
Customer Service Supervisor - Cross Functional
Envoy Airlines
01.2025 - Current
Passenger Service Agent
Envoy Airlines
12.2012 - 01.2025
Tourism and Travel Management
College of DuPage