Dylan Albuquerque

Dylan Albuquerque has over 25 years of work experience, with a focus on customer service and customer experience. Currently, Dylan is working as a Customer Experience Lead at Willoughby City Council, where they are responsible for leading the customer service and contact centre team to improve overall customer satisfaction. Prior to this, Dylan served as a Customer Service Manager at Orange Connex Global Australia Ltd and as a Manager of Customer Service at Trafalgar Group.

Dylan's extensive experience also includes various roles at the International Air Transport Association (IATA), where they served as the Manager of Campaigns, Head of Customer Services, Manager of Operations & Passenger Services, and Assistant Manager of Operations. Dylan also worked at Air New Zealand as a Financial Accountant, IATA Interline Accountant, and Claims Officer, where they were responsible for processing claims and analyzing statistical data to monitor performance.

Earlier in their career, Dylan worked as a Senior Accountant at Airline Financial Services (Pvt) Ltd. Overall, Dylan has a strong background in customer service management and operations, with a focus on improving customer satisfaction and experience.

Dylan Albuquerque's education history includes:

- From 1995 to 1997, Dylan attended Newport University and obtained a Master of Business Administration degree with a focus on Finance.

- In 2014, Dylan participated in a program called IATA - Learning & Development, but the details regarding the degree and field of study are not provided.

- In the same year, Dylan also had a brief experience at Performant, although the degree and field of study are not mentioned.

- In 2014, Dylan attended the Stanford Center for Professional Development - Stanford University, where the specific degree is not mentioned, but the field of study was Strategy & Decision Making.

- From 2011 to 2013, Dylan engaged with Harvard Business Publishing, but no specific degree or field of study is provided.

- In 2010, Dylan attended the Stanford Center for Professional Development - Stanford University, focusing on Customer Experience without receiving a specific degree.

- From 1987 to 1992, Dylan studied at St. Andrew's College in Mumbai, India, earning a Bachelor of Commerce degree with a specialization in Accounting & Auditing.

- Prior to college, Dylan attended Don Bosco High School in Matunga, Mumbai, from 1974 to 1987.

Additionally, Dylan has obtained various certifications in different areas. These include:

- "Communicating in the Language of Leadership" from LinkedIn in January 2021.

- "De-Escalating Intense Situations" from LinkedIn in January 2021.

- "Jodi Glickman on Pitching Yourself" from LinkedIn in January 2021.

- "Leading a Customer Service Team" from LinkedIn in January 2021.

- "Leading a Customer-Centric Culture (2013)" from LinkedIn in January 2021.

- "Listening to Customers" from LinkedIn in January 2021.

- "Managing Stress" from LinkedIn in January 2021.

- "The Five Most Important Questions You Will Ever Ask About Your Organization (Blinkist Summary)" from LinkedIn in January 2021.