Work category

Accounting and Finance



ANTONIO NESTOLA's Professional Experience

2006 - Present



• Cross sell, upgrade, up sell, all Lufthansa’s products and services to a large range of customers
• Ensure the technical process is followed properly and solve any issues related
• Provide best in class sales support to Lufthansa Private Jet customers
• Promote frequent flyer program, own and partners’ services and products
• Supervise and follow up on agents mistakes on sales
• Liaise with travel agencies queries:
o Around the world promotion, examination and quotation, setting up prepaid, product information, fare and refunds calculation.
• Fraud prevention:
o Identification and resolution of fraudulent transactions in accordance with the appropriate restrictions and data protection requirements.
o Liaising and streamlining with the financial institutions, Paypal, phone matches and IP Search.

Customer Service:
• Provide high quality of service to maintain customer satisfaction
• Deal with customer complaints and liaise with the customer relations department
• Handle specific cases such as medical procedures affecting the customers travel plans
o Identify, rebook and follow up on refunds when appropriate
Call Coaching and training of new agents:
• Call Quality:
o Make sure the calls are answered in due time to avoid queues, respect AHT and stay on SL target
o Set up blind calls to evaluate agents’ performance
o Listen to calls and give feedback to agents
• Provide training when required
o Ensure Scorecard is respected and customer satisfaction maintained
o Communicate Targets
o Drive sales
o Feedback, set up action plans and follow up on performance
• Motivational tools
Management System and Data recording:
• Monthly meetings to keep to track of the activity
o Brainstorming, communicate changes and improvement, share best practice
• Troubleshooting on the implementation of the new IT system
• Interpret data and consolidate report in a clear manner to keep track of any transactions
• Testing of the new system "Caspar” to maximize Lufthansa’s booking process
o Assist the IT department to build the most effective reservation tool for agents to use so to successfully sell and provide the right products to the customers
o Create a troubleshooting report to follow up on issues and solve them accordingly
• In charge of the Waiting list Scanner Project implemented to generate new revenue to Lufthansa (up to 70k euro weekly)
o Review of the confirmation process
o Articulate findings in a clear manner
o Create and provide weekly report to the Revenue Department

Key Skills
Sales, Customer Service, Call Coaching and training of new agents, Management System and Data recording
2005 - 2006

JOLLY HOTEL**** - Assistant Revenue Manager

• Create contingency plans to determinate seasonality hence forecast on the demand
• Build trends based on historical customer profiling and bookings
• Follow-up closely on the competition to provide the best range prices to the clients
o Help decision maker with pricing control and development
• B2B: Promote the products and services offered to corporations and travel agencies
• Analysis:
o Market study of the external environment impacting on the leisure work (sport, cultural events, markets…)
o Coordinate bookings and maintain customer satisfaction
o Analyze customer feedback through surveys (emails and brochure) to constantly improve the service and products provided
o Monthly forecast vs actual analysis built to revert on sales and demand
o Recommendations to the Revenue Manager to feed into the future business plan

Key Skills
Sales and Analyst
2005 - 2005

VALTUR - Assistant Food and Beverage Manager

• Operations:
o Implementation of effective cost controls
o Monitoring stock
o Follow up on orders, delivery and storage of all items provided by the suppliers
o Quality check and control
o Supervise the teams to maintain high standards
o Conduct quality controls with external companies
• Management:
o Coordinate and maintain effective communication between the food and beverage staff and the other departments
o Manage staff performance and follow up on action plans
o Implement motivational plans to help achieve results
• Customer satisfaction:
o Ensure customer expectations are exceeded

Key Skills
Management and Customer satisfaction

ANTONIO NESTOLA's Education and Qualifications



Dublin Institute of Technology

Course Reference : DT406 - Tourism Management


Università degli studi di Bologna

Course Reference : CR041 - Tourism

ANTONIO NESTOLA's Additional Information