RACHELLE MORTIMER

Cell: 242-***-****

adwoiw@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer-oriented with over 18 years' experience in aviation, focused on increasing production, minimizing downtime, costs and maximizing overall efficiency. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments.

Seeking a new management role where hard work and dedication will be highly valued. Bringing strengths in relationship-building, agenda management and decision-making at the highest level. Prepared to bring years of experience, knowledge, and skills to a dynamic new role. Proven ability to cut costs, increase revenue and develop and implement programs and practices to improve operational efficiency.

CORE QUALIFICATIONS

• Development and implementation of better

Customer care policies and practices

• Policy implementation

• Proficient in Microsoft Application/GDS

• Inventory control

• Advertising and marketing

• Advanced sales training expertise

• Sales planning and implementation

• Policy/program development

• Leadership and team building

• Team training and development

• Networking abilities

• Performance improvements

• Customer experiences

• Client relations

• Staff training

• Training in development of better Interpersonal

skills

• Technical skills/Intellectual skills

EXPERIENCE

• Resolved issues quickly through meticulous research and quick and decisive decision making.

• Effectively reduced job-related accidents/incidents by properly training departmental employees on corporate/operation safety process and procedures.

• Delivered a high level of service to customers in an effort to build upon relationships for the future.

• Collaborated with other individual’s counterparts, including operations to ensure that the department was meeting all regulatory requirements.

• Developed products and managed and developed KPI’s accounts while maintaining key customer relationships.

• Automated office operations, as well as managed client, passenger’s correspondence, record tracking and data communications.

• Facilitated sales to large domestic and international clients, vendors via charter brokerage.

• Collaborated with effective communications to teams, create marketing plan to advance business branding and sales.

• Determined project schedules and maintained timeline with proactive adjustments to workflow.

• Gained market share in new sales performance.

• Generated reports detailing project information and predictions.

• Kept abreast of the latest trends and recommended enhancements that would challenge and refine the company's product offerings.

• Built and maintained loyal, long-term customer relationships through effective account management.

• Managed and maintain an aggressive operation both counter and ramp

• SMS safety team development and operation committee

• TSA Audits

BAHAMASAIR HOLDING LTD

Nassau, New Providence

12/2018 to 09/2022

Station Manager, Abaco/ Family Island

Job summary:

Meet the company ambitious objectives, ensure that goals and targets are adhered to. Identify Challenges and provide solutions

Maintain professional relationship with clients, passengers and staff; Conduct regular meetings and perform station visits

• Document and update agent files as necessary

• Review and approve all time sheets, overtime sheets, vacation, and other leave request forms

• Ensure the necessary resources are in place for a smooth, safe, and secure operation

• Assist with developing the domestic schedule as a member of the schedule committee team.

• Liaise with the Sales & Marketing Department on all sales promotions into the Family Islands

• Performs relevant job-related duties as assigned by Management. Prepare timesheet and payroll submission

Host customer care session to better equip and prepare team for various scenarios Introduce KIP/Dashboard to the department for team awareness to quantify business metrics, standardize performance reviews and revenue collection

Family Island Stations

Forecasted and strategically plan for peak periods. Motivated and prepared staff to extend the utmost quality customer service when faced with time constraints.

• To coordinate initial/recurrent regulatory customer service training Ensure notices are sent out in a timely manner;

1. Industry partners such as Bahamas Customs and Immigration 2. Ground handlers

3. Charter handlers

4. Internal staff, department

Maintain communication with various departments, to ensure all ccustomer service needs are fulfilled i.e. flight operations, customer service, catering and operation team. Assist in Coordination of charter services throughout the Family Islands, by making contact with counterparts and Airport managers for an effective operation and ensure all equipment and requirements are in place Coordinate with maintenance department to ensure all equipment checks are carried out Coordinate with IT department and local service providers with system issues and updates throughout all Islands ensuring optimal speed and proper functional of equipment Collaborate with safety department, hosting training session with safety committee while ensuring all team members are equip for emergency

Coordinate with security department ensuring all Dangerous good (DG) training and Safety Management Training

(SMS) are conducted Quartey and annual basis

BAHAMASAIR HOLDING LTD

Nassau, New Providence

03/2017 to 12/2018

Sales Executive

Job summary:

Meet the company ambitious objectives, ensure that goals and targets are adhered to. Identify new business and maintaining old business, evaluating their position in the industry, researching and analyzing sales options. Such as, wholesalers, hotel partners and tour operators. Maintain relationship with clients;

1. by providing support, information and guidance

2. Researching and recommending new opportunities

3. Profit and service opportunities

Solicit group sales.

Prepare monthly reports for group Sales and Marketing Manager. Maintain professional and technical knowledge by attending workshops. Host lunch and learns, prepare presentation for clients and customers alike. Host trade mission/trade show Locally and International in conjunction with Bahamas Ministry of Tourism and Bahamas Chamber of Commerce's along with other industry partners. Media Blitz- on air appearance, ads, ensure that the traveling public is fully aware of the airline promotions, products and services.

Charter Sales

Assist in the charter sales department, produce forecast reports, to the operation committee team. Prepare charter sales business write, for the business review Prepare contracts for clients wanting to secure a charter Ensure notices are sent out in a timely manner;

1. Industry partners such as Customs Border Protection (CBP) 2. Ground handlers,

3. Charter brokers

4. Internal staff, department

Provide a task list for new route expansions, to all departments that will play a major role for the development and opening of the new route, ensure all parties meet all deadlines. Maintain communication to various departments, to ensure all charter services are fulfilled i.e. flight operations, customer service, catering and operation team.

Assist in developing new routes for the airline (Haiti and Houston). Seek out new brokers' to ensure the airline gain the maximum value for charter sales. Host trade mission/trade show within the country and international in conjunction with Bahamas Ministry of Tourism and Bahamas Chamber of Commerce's along with other industry partners. Media Blitz- on air appearance, ads, ensure that the traveling public is fully aware of the airline promotions, products and services.

BAHAMASAIR HOLDING LTD

Nassau, New Providence

Ticket Agent

Government Desk

Job summary: 10/2013 to 03/2017

Ensure that all government agencies tickets are issued and email in a timely fashion. Notify customer service of all V.I.P travel arrangements ahead of time. Ensured that all other private entities tickets are issued on time for travel when requested. End of business day, all companies funds are accounted for and that all sales and station summary are closed on time for accounts.

BAHAMASAIR HOLDLINGS LTD

Nassau, New Providence

Rebate Ticket Agent 01/2012 to 04/2013

Rebate Office

Job summary:

Ensure all company travel arrangements are issued on a timely basis. Responsibility that all staff tickets were issued when requested. Ensured my float was correct at the end of each shift. Knowledgeable of the sabre interact systems and IATA regulations by being knowledgeable of the system I worked with little supervision in this office.

BAHAMASAIR HOLDINGS LTD

Nassau, New Providence

Check In/ Ticket Agent 08/2009 to 03/2012

Customer Service

Job summary:

Provided excellent customer service to all customers and passengers alike. I am also knowledgeable about the company policies and procedures.

This position allowed me to be more hands on with each customer (especially during peak seasons) and focused on the passengers who improved my customer service skills, assertive skills and crowd control abilities. I also develop radio and telephone etiquette.

Ensured that all passengers are accommodated for their flights and checked in on time for their flight. During irregular operations it was my duty as a ticket agent to ensure all missed connect and missed handle passengers arrived to their final destination.

Accommodate each passenger to the highest quality of standard. BAHAMASAIR HOLDINGS LTD

Nassau, New Providence

Ticket Agent 04/2004 to 08/2009

Sales Office

Job summary:

Provided excellent customer service to our frequent flyer customers, passengers needing special assistants, VIP's MP's along with walk in customers.

This position has also thought me how to bring energy to our customers and staff alike. This allows them to have a great time, (especially during sales promotions and customer of the month). As a result of being a ticket agent. My duty was to ensure the companies funds are accounted for, booked car's, hotels and all-inclusive packages as requested by passengers which allowed me to also be very assertive and in control of any situations that came my way.

EDUCATION

Arden University- Present

Business Management/Marketing

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