Annette Schmidt
Saint Augustine,FL
Summary
Leverage unique combination of international travel experiences, interactions with diverse cultures, crisis management skills, leadership abilities, technical skills, people skills, problem solving skills, and management background to provide an exceptional experience for employees and customers. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
30
30
years of professional experience
Work History
President
Able Aviation Management Company
04.2021 - Current
- Managed multiple personal and corporate jets, fielding approximately 60 emails and calls per day.
- Communication with C-Suite and above stakeholders to ensure all needs were met.
- Increased customer satisfaction through continuous improvement initiatives and excellent customer service.
- Maintained knowledge of industry trends by attending relevant conferences, workshops, or continuing education sessions as necessary to stay current on best practices in aviation management.
- Completed comprehensive reports documenting inspection findings, which aided management in making informed decisions on product quality.
- Played a key role in the development and implementation of organizational policies and procedures related to case management, ensuring alignment with best practice standards.
- Managed crisis situations effectively while minimizing disruption to daily operations.
- Enhanced company performance by implementing strategic plans and overseeing daily operations.
SENIOR AVIATION LOGISTICS MANAGER
Cortland
09.2020 - 09.2021
- Temporary position to revamp the logistics team for the department
- Oversee scheduling, crewing, and logistics for a multi aircraft flight department.
- Fielded 30 - 50 emails and calls per day from passengers, admins, FBO's and stakeholders.
- Understand the travel needs of the passengers and how to complete the mission within the safe confines of the duty regulations
- Help the stakeholders achieve the ability to make time
- Enhanced customer satisfaction by closely monitoring order fulfillment and addressing issues promptly.
- Ensured regulatory compliance in all aspects of logistics operations, including transportation safety standards and customs requirements.
- Audit and track spending trends, ensure invoices are properly coded for accounting and paid on time
- Monitored logistics performance and identified improvement opportunities.
- Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimizing unnecessary expenditures.
- Negotiated transportation, FBO, fuel and logistics contracts to reduce shipping costs.
- Collaborated with cross-functional teams to ensure seamless coordination of travel.
MANAGER OF CUSTOMER SUCCESS
Blinker Inc
05.2015 - 01.2017
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Set up and implemented Zendesk for all support interaction
- Created analytic reporting and manage all data involving customer interactions, including surveying the customer base, tracking results and disseminating the data across company
- Created customer support strategies to increase customer retention.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Communicating bugs and feature requests in a way that Product and Engineering can understand the issue, and then work together to resolve the issue or determine the specifications for the requested feature
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Fielded all customer emails and phone calls during point of sale.
MANAGER OF CUSTOMER SUCCESS
Evernote Corporation
02.2012 - 07.2014
- Created the Evernote Business Success Team mission statement, hired, trained and implemented the program for the launch of the Evernote Business alpha, beta program, and growing into the public launch of Evernote Business
- Set up and implemented Zendesk for the Evernote Business Success team, which became the customer facing response tool for the entire customer interface at Evernote
- Worked with the Engineering and Product Management teams to ensure all customer requests and bugs were reported and updated in a timely manner
- Produced reporting to see trends and inefficiencies in the team
- Held weekly and bi-weekly Skype meetings with the worldwide team to update issues, fixes, and feature improvements
- Handled escalated user issues to provide a higher level of resolution
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Managed approximately 30 escalated emails a day.
TECHNICAL CUSTOMER SUPPORT MANAGER
Evernote Corporation
08.2011 - 01.2012
- Managed the training and scheduling of the Level 1 and 2 Customer Support Team
- Respond to high- level customer issues using different CRM tools
- Review support cases to ensure appropriate responses to customers from all levels of Customer Support
- Instruct department employees on trending issues and the appropriate fix or response
- Ensure users experience the best customer service available
LEVEL 2 TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE
Evernote Corporation
01.2011 - 08.2011
- Managed 30 - 50 escalated calls daily with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
TRAINING COORDINATOR / TECHNICAL SUPPORT
SmartDraw
10.2009 - 01.2011
- Created SmartDraw's training department and developed training sessions to teach both corporate and personal users.
- Provided support for 20 emails daily and 5+ webinars weekly
- Coordinated logistics for training events, including scheduling facilities, securing necessary equipment, and managing participant registration.
- Collaborated with department managers to design customized training plans aligned with organizational goals.
SENIOR FLIGHT ATTENDANT
American Trans Air (ATA)
04.1995 - 04.2008
- Coordinated transport of military troops, other passengers and cargo (including military equipment, weapons and hazardous materials) on flights entering local and foreign ports.
- Resolved passenger conflicts and medical emergencies during flights.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
Education
BS - Aviation Management
Eastern Michigan University
Ypsilanti, MI04.2008
Skills
- Leadership Team Building
- Customer Account Management
- Customer Retention
- Client Relations
- Strategic Planning
- Operational Excellence
- Revenue Generation
- Innovation and Creativity
References
Available upon request.
Timeline
President
Able Aviation Management Company
04.2021 - Current
SENIOR AVIATION LOGISTICS MANAGER
Cortland
09.2020 - 09.2021
MANAGER OF CUSTOMER SUCCESS
Blinker Inc
05.2015 - 01.2017
MANAGER OF CUSTOMER SUCCESS
Evernote Corporation
02.2012 - 07.2014
TECHNICAL CUSTOMER SUPPORT MANAGER
Evernote Corporation
08.2011 - 01.2012
LEVEL 2 TECHNICAL CUSTOMER SUPPORT REPRESENTATIVE
Evernote Corporation
01.2011 - 08.2011
TRAINING COORDINATOR / TECHNICAL SUPPORT
SmartDraw
10.2009 - 01.2011
SENIOR FLIGHT ATTENDANT
American Trans Air (ATA)
04.1995 - 04.2008
BS - Aviation Management
Eastern Michigan University
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