Looking for a job

Fyza X

@fyzax

Multichannel Agent at IAGL handling Avios bookings, loyalty accounts, and customer queries across phone, email, webchat, and WhatsApp.

United Kingdom

Message

At IAGL (IAG Loyalty – Avios group), I manage customer accounts and handle flight bookings, amendments, cancellations, and loyalty account issues. I support customers across phone, email, webchat, and WhatsApp, and work to meet quality and customer satisfaction KPIs.

Previously, I handled customer orders, refunds, complaints, and delivery issues at Footasylum. At Crescent nursery, I supported reception and day-to-day administration while maintaining confidential records and following safeguarding and data protection procedures.

Experience

Work history, roles, and key accomplishments

Current

Multichannel Agent

Current

IAGL (IAG Loyalty – Avios group)

Sep 2022 - Present (4 years 1 month)

Managed customer accounts, handled flight bookings, and provided customer service via phone, email, webchat, and WhatsApp. Resolved complaints and loyalty account issues, escalated complex cases, and consistently met KPIs.

Customer Service Account Management Data Protection Flight Booking Complaint Resolution KPI Achievement Communication Skills Problem Solving

Customer Experience Advisor

Footasylum

Jun 2021 - Sep 2022 (1 year 3 months)

Handled customer order enquiries across phone, email, live chat, and social media. Processed refunds, resolved complaints, tracked orders, and supported brand reputation.

Customer Service Order Management Refunds Complaint Resolution Social Media Trustpilot Stock Management Communication Skills

Admin Assistant

Crescent Nursery

Oct 2015 - May 2021 (5 years 7 months)

Provided front-of-house reception support, produced letters and reports, maintained records, and supported daily administration. Coordinated meetings and ensured compliance with safeguarding and data protection.

Administration Reception Record keeping Data Protection Meeting Coordination Stock Management Communication Skills

Education

Degrees, certifications, and relevant coursework

High Level Northern Trust

Level 2 Diploma in Business Administration (QCF), Business Administration

2014 - 2015

Completed a Business Admin Level 2 Apprenticeship, earning a Level 2 Diploma in Business Administration and Functional Skills qualifications in Mathematics and ICT.