Executive Assistant

PROFESSIONAL SUMMARY

Vision-driven change agent with career-long record of customer services and operations management success for leading airline organizations

Proven talent for aligning project management strategy and objectives with established system optimization and client relationship management paradigms to achieve maximum operational impacts with minimum resource expenditures. Growth-focused thought leader recognized for applying a keen attention to detail, problem solving expertise, and an aptitude for organizational leadership to exceed company goals and support business devel- opment. Exceptionally dedicated professional with keen interpersonal, communication, and organizational skills, as well as time management, solutions development, operations management, process improvement, inventory management, conflict resolution, and resource allocation expertise. CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

VISTAJET/XO, LOS ANGELES, CA, MAY 2018 TO PRESENT

VIP FLIGHT ATTENDANT

Maintain the organization and operational efficiency of a stockroom of detailed supplies and equipment onboard.

Strategize in order to reduce company costs when shopping for catering and stock for the aircraft by identifying best options for budget management.

Responsible for acquiring information about upcoming flights including keeping track of the aircraft type, and the travel destination.

Liaise with customers and gather information from their passenger profiles in order to purchase items that were specifically requested in addition to ordering catering for both crew and passengers.

Serve as main point of contact for passengers and provide personalized first class, five star level ser- vice.

Coordinate with Flight Deck and Crew Members to ensure ongoing safety and relay any updates to passengers.

Perform daily preflight checks of safety equipment and ensure continued cleanliness of the aircraft throughout flight operations.

LAYLA HEATHER MCCOWIN

Los Angeles, CA

m: 228-***-****

**************@*****.***

Administrative Support

Client Satisfaction

Cross-functional Relationships

Quality Control

Customer Service

Process Improvement

Detail Oriented

Self-Motivated

Team Leader

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MILLION AIR FBO, GULFPORT, MISSISSIPPI, AUGUST 2016 TO APRIL 2018 CUSTOMER SERVICE REPRESENTATIVE

Collaborated with Pilots and Flight Attendants in order to efficiently complete and provide fuel orders, catering, dry cleaning service, and rental car coordination.

Facilitated the delivery of excellent service and support to each customer, paving the way for future business opportunities.

Identified and received customer concerns and inventory requirements, reporting information to su- pervisors.

Navigated and de-escalated problematic customer concerns, maintaining a calm and friendly de- meanor at all times.

Fielded customer complaints and queries, fast-tracking them for timely and satisfactory problem reso- lution.

Communicated with customers to determine best methods to resolve service and billing issues and cultivated impactful relationships with customers.

Charted a clear course of advancement for the driving of business development by delivering reliably professional customer service.

Compiled and updated detailed records of customer interactions, transactions, comments, and com- plaints.

EDUCATION AND CREDENTIALS

ASSOCIATE OF ARTS (A.A.), 2018

Mississippi Gulf Coast Community College, Perkinston, MS AWARDS AND HONORS

Trained newly hired cabin crew members for the VistaJet’s new range of upcoming Global Aircrafts

Awarded Senior Customer Service Representative by CEO of Million Air FBO CERTIFICATIONS

Flight Safety International, Savannah, GA

PROFESSIONAL AFFILIATIONS

International Customer Service Association

Association of Flight Attendants-CWA (AFA)

Experimental Aircraft Association (EAA)

VOLUNTEERISM

Best Friends West LA Pet Adoption Center (NKLA)

Los Angeles City Mission

ADDITIONAL INFORMATION

Technical Proficiencies: Windows, Mac OS, Microsoft Exchange, Microsoft Office Suite, Microsoft Project, CRM software

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Interests: Golfing, Skiing, Fishing, Hiking, Travel, Yoga, Reading, Photography, Volunteering

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