Customer Success Manager

• May 2023 - Present

Senior Account Manager

• Feb 2023 - May 2023

• Act as the right hand and backup for the Director when the Director is out of the office or their schedule is booked.o Assist in recruiting, training, and developing the team• Facilitate onboarding calls with potential Top Tier clients pre-qualified by sales; 2-3 onboarding calls per week.• Execute duties of the Primary Trip Manager for Top 500 clients by administering all aspects of client trips before, during, and after the trip as detailed in account management expectations. • Achieve 15% Year-over-Year account growth.• Coordinate with the Lead of Escalation to assist in addressing high-level escalations.• Support Account Management Leadership with special training and client outreach projects. • Direct client outreach project to grow revenue and increase revenue with inactive accounts; recover $1.3 million in past due funds. Show less

Account Manager

• Oct 2020 - Feb 2023

• Drove 98% retention and 15% revenue growth among membership clients by maintaining a high level of service.• Built a detailed understanding of assigned membership customer trip needs and expanded on options, including bookends, to best suit individual customer requirements.• Oversaw trip activities end-to-end, including sales, trip management, and non-accounting post-trip.• Communicated changes in scheduling or aircraft availability, aircraft delays, weather updates, cancellations, and customer-specific trip logistics to customers to maximize satisfaction ratings.• Aided in revenue management sourcing operations, including aircraft availability; reconciled trips, collected invoices, and scheduled pre-payments.• Forged and cultivated strategic relationships with clients; provided executive assistance as needed.• Supervised the effective coordination of ground transportation arrangements, catering, on-board service, and customer request fulfillment.• Cultivated extensive knowledge of all required and pertinent client details, including FOS preference updates, to ensure a seamless customer service experience. Show less

Client Services Sr. Specialist

• Dec 2019 - Oct 2020

• Applied sound, independent judgment to generate solutions to problems that improve client satisfaction. • Generated service issue reports and formulated recommendations for organizational improvement. • Escalated operational issues and communicated specific trip logistics; proactively shared specific trip logistics and details to customers. • Orchestrated all flight management details including itinerary details, manifest details, catering requests, ground transportation arrangements, on-board service items, flight following, and specific customer requests via multi-channel communications. • Partnered with Operations Analysts on flight feasibility, weather forecasts, and operational concerns. • Shared any pertinent customer details to be communicated to the flight crews with Operations. Show less

Flight Operations Coordinator

• Apr 2018 - Dec 2019

• Executed pre-flight operations, including confirming member bookings for private charter, preparing pre-flight manifests, updating itineraries, and preparing domestic and international flight documentation. • Issued, monitored, and maintained flying profiles for pilots and flight crew. • Coordinated with team members in an effective manner to deliver outstanding white-glove customer service. • Forecasted and proactively addressed member questions and concerns regarding JetShuttle travel. Show less

Store Manager

• May 2013 - Dec 2019

• Supported effective and efficient restaurant operations by answering phone calls and completing financial transactions. • Planned and organized special events, including corporate luncheons, receptions, and promotions. • Anticipated demand and placed orders for key items, including food, beverages, equipment, and supplies, to prevent shortages. • Greeted and encouraged feedback from customers to inform and implement positive changes within the restaurant. • Oversaw payroll and scheduling for 20 to 30 personnel; organized training for new employees. Show less

Office Administrator

• Apr 2016 - May 2017

• Administered payroll and scheduling for 100 to 150 personnel. • Verified that equipment and supplies were properly maintained to safeguard quality patient care and well-being. • Aligned objectives and bridged communications with management team to satisfy patient needs and implement necessary improvements. • Piloted the creation of and maintained a computerized record management system to record and process data as well as generate key reports. • Aided in the maintenance of medical charts and electric medical records; this included filing, reports, test results and home care forms. • Posted and sent out medical claims Insurance companies to a high degree of accuracy. • Liaised with providers and other medical professionals to discuss billing and documentation procedures, policies, and regulations. Show less