Irina Formisano

Responsible for designing, coordinating, structuring and documenting standard customer service processes. Project lead for new service integration. Improve customer service and quality through optimization and efficient business solutions. Enhance products and processes through new service and business integrations for/with clients: Analyze, define, drive and review new business/service strategy and processes. Drive Change Management achieving higher levels of business performance.

 Responsible for team and market performance  Respecting operational requirements by resource optimization  Liaise with LH counterparts, GPs to solve complex issues  Enhancing Customer Service Representatives through trainings, refreshers, maintaining manuals and documenting processes  Coordinate joint pricing concepts between Lufthansa Group Airlines on joint European routes

 Responsible for customer queries via call and email  Handling Travel Agency queries via call and email, supporting them with fare calculation and rules

 Responsible for customer queries via call and email for M&M Base, FTL, SEN and HON customers