Mattia Diaferia
Queenstown
Summary
Friendly and reliable customer focused professional with experience working in fast paced environments and delivering high standards of service. Strong communication and problem solving skills, with a positive attitude and a safety conscious mindset. Enjoy working with people, building strong customer relationships, and contributing to a supportive team environment.
Overview
11
11
years of professional experience
Work History
Ground Operations Coordinator
True South Flights
Queenstown
09.2025 - Current
- Coordinated daily passenger pick-ups and drop-offs while providing professional and friendly customer service.
- Assisted pilots and aircraft during arrivals and departures to ensure smooth and efficient ground operations.
- Maintained airside operational areas to high safety and presentation standards.
- Supported day-to-day logistics and turnaround operations in a fast-paced aviation environment.
- Communicated effectively with passengers, pilots, and team members to ensure efficient operations.
- Managed customer interactions in a calm and professional manner, including problem-solving and operational support.
Operations Duty Manager
Swissport Executive Aviation
Auckland
05.2025 - 07.2025
- Supervise and coordinate all ground handling operations for private, charter, and VIP aircraft.
- Facilitated smooth and timely aircraft turnarounds, managing fueling, catering, baggage handling, GPU, towing, and crew/passenger services.
- Act as the primary point of contact for flight crews, passengers, operators, and stakeholders during daily operations.
- Monitor ramp activities to ensure compliance with airport regulations, company SOPs, and safety standards.
- Coordinate with customs, immigration, and quarantine (CIQ) authorities to streamline international arrivals and departures.
- Ensure proper use and scheduling of ground support equipment (GSE) and coordinate maintenance needs.
- Handle staff rostering, shift handovers, and ensure effective communication across teams.
- Cultivated strong client relationships, driving repeat business through exceptional customer service.
- Ensure staff adherence to Health & Safety policies and Civil Aviation regulations.
- Implemented training and onboarding programs for new ramp and office staff, enhancing team integration.
Aviation Operations Specialist
Swissport Executive Aviation
Auckland
08.2022 - 05.2025
- Monitor the arrival, parking, refueling, loading, and departure of all aircraft.
- Implemented airfield safety procedures to maintain safe operating environment for personnel and aircraft.
- Coordinated ground handling services for Airport Concierge across Pacific countries by effectively communicating with teams.
- Provided exceptional customer service during VIP airport concierge assistance, enhancing guest experience.
- Completed all administrative tasks to maintain the flight schedule on time and updated.
Ramp Service Supervisor
Swissport
Queenstown
11.2019 - 07.2022
- Delegated ramp agents to specific roles during aircraft turn around, facilitating efficient operations.
- Oversaw ramp agents during aircraft turn around, ensuring compliance with operational standards.
- Directed the loading and unloading of cargo and baggage into the aircraft, ensuring adherence to relevant aviation laws and regulations.
- Executed activities in accordance with aviation laws, airport procedures, and health and safety regulations.
- Inspected cargo and ensured proper packaging of goods in accordance with authorities' regulations.
Customer Service Operator
Swissport
Queenstown
11.2018 - 11.2019
- Ensured safety and comfort of passengers by checking customers in for flights.
- Addressed guest inquiries, provided directions, and assisted with needs related to delayed or lost baggage.
- Delivered exceptional customer service to passengers traveling through the airport.
Line Pilot
King Leopold Air
Broome
03.2016 - 01.2017
- Provided charter services in the Kimberley Region to support local service providers and the tourism industry through scenic flights over the coastline and landscape.
- Organized operations to ensure consistent on-time departures and uphold professional service standards.
- Provided exceptional customer service through meticulous aircraft presentation, engaging flight narration, and smooth handling both on the ground and in the air.
Restaurant Manager
18 Degrees
Broome
09.2015 - 01.2017
- Selected, trained and supervised waiting staff to enhance service quality.
- Conferring with customers to assess their satisfaction with meals and service.
- Took reservations, greeted guests and assisted in taking orders to ensure customer satisfaction.
- Ensuring dining facilities comply with health regulations and are clean, functional and suitable appearance.
- Maintaining records of stock level and financial transactions.
- Arranged purchasing and pricing of goods within budget while planning and organizing special functions.
Education
Diploma of Leadership and Management -
GQ Australia Institute
Broome, AustraliaProfessional Pilot Program -
Melbourne Flight Training
Melbourne, AustraliaHigh School Diploma -
ITAer Francesco De Pinedo
Rome, ItalySkills
- Logistics coordination
- Time Operational Oversight
- Troubleshooting
- Problem solving
- Team Coordination
- Customer Service
- Communication skills
- Adaptability
- Learning Aptitude
- Management
- Interpersonal skills
References
- Belen Lobos, Swissport Executive Aviation, b.lobos@swissport.com.au, +64 21 518 430
- Deborah Fraga, True South Flights, deborah@truesouthflights.co.nz, +64 27 446 0402
Personal Information
- Date of Birth: 04/09/90
- Nationality: Italian
Languages
- Italian
- English
- Italian
Timeline
Ground Operations Coordinator
True South Flights
09.2025 - Current
Operations Duty Manager
Swissport Executive Aviation
05.2025 - 07.2025
Aviation Operations Specialist
Swissport Executive Aviation
08.2022 - 05.2025
Ramp Service Supervisor
Swissport
11.2019 - 07.2022
Customer Service Operator
Swissport
11.2018 - 11.2019
Line Pilot
King Leopold Air
03.2016 - 01.2017
Restaurant Manager
18 Degrees
09.2015 - 01.2017
Diploma of Leadership and Management -
GQ Australia Institute
Professional Pilot Program -
Melbourne Flight Training
High School Diploma -
ITAer Francesco De Pinedo