Courtney Mays

• Accepted an internal promotion based on demonstrated leadership potential and relocated to lead customer service team.
• Improved team morale by creating an engaging and collaborative work environment, leading to a 10% reduction in employee turnover.
• Revitalization of team best practices that create an environment where team members are immersed in a strategic vision for meeting client demands.
• Eliminated 25% of overtime costs utilizing Labor & Efficiency tools use data analytics to accurately forecast staffing needs vs employee availability to improve shift coverage.
• Led tenant growth and leasing strategies by promoting the property’s valuable assets, including strategic location, upscale facilities, loyalty incentives and service excellence to attract premium clientele and strengthen retention.
• Executed urgent flight support and logistics of aircraft traffic while maintaining 100% operational readiness for time-sensitive itineraries.
• Streamlined billing and vendor invoicing processes, managing $500K+ in transactions to improve payment efficiency.
• Built custom dashboards in Power BI and Excel to track fuel inventory, labor, and KPIs, improving visibility and decision-making.
• Maintained a NPS of 95% or higher, which reflects a customer experience that is not only satisfactory, but consistently exceeds expectations. This suggests that customers are not just happy but are loyal advocates for the brand.
• Awarded consecutive quarterly performance bonuses for exceptional compliance to audit standards and commitment to superior customer experience.
• Adopted a hands-on, multi-faceted approach focused on new hire onboarding, personalized training, and a buddy system to improve performance, team cohesion, and long-term retention.

Key Achievements

Resolving Complex Issues: mediated and resolved customer complaints or operational challenges to maintain positive relationships and minimize disruptions.

Served as a Trusted Advisor: Became a go-to resource for clients, providing valuable insights and solutions to their needs.

Maximizing Account Value: Identified and acted upon opportunities to upsell or cross-sell additional services to existing accounts.

Negotiated Favorable Contracts: Successfully negotiated fuel supply contracts, hangar lease agreements, or other deals that optimized profitability.

Exceeded Sales Targets: Successfully achieved or surpassed assigned sales quotas for upselling fuel/services, hangar space, hourly parking rate structure, after-hours fees, and other FBO service offerings.

• Founded and enhanced brand visibility via Shopify-based women’s fashion boutique, overseeing product curation, fulfillment, and customer service.
• Built brand identity through social media outlets and email campaigns, driving steady traffic growth.
• Increased sales by 35% through seasonal promotions and influencer partnerships.
• Analyzed metrics to optimize offerings, improve conversions, and reduce waste.
• Introduced virtual styling, curbside pickup, and pop-up events during COVID-19 to sustain revenue.

• Served as primary customer contact, resolving service issues with professionalism to ensure first-contact resolution.
• Mentored and trained new staff on customer service, safety, and SOPs, improving onboarding and team cohesion.
• Coordinated VIP support services (hotels, rentals, transport), ensuring seamless client experiences.
• Implemented convenience strategies to increase service efficiency & satisfaction.
• Maintained strict compliance with FAA and Customs regulations, praised in audits for zero violations.

Key Achievements:

Customer Service Excellence: Consistently recognized by management and clients for professionalism and problem-solving, earning commendations for quick and effective resolutions. Achieved 95%+ customer satisfaction rating on feedback platforms by delivering attentive, personalized service.

Operational Support & Efficiency: Successfully finessed 30+ daily customer trip and crew requests, balancing efficiency with attention to detail. Independently managed front desk operations, streamlining processes that reduced wait times and improved client flow.

Team Contribution & Training: Acted as a trusted peer resource for colleagues, enhancing overall team knowledge and service delivery.

Sales & Revenue Impact: Built strong client relationships that led to repeat business and long-term retention, contributing to local base revenue goals.

VIP International Coordination: Coordinated with Airport Authority, Air Traffic control, and Customs to support international flights, ensuring zero delays in customs clearance for clients. Organized and executed VIP services including luxury ground transport and accommodations, elevating the customer experience.

• The VIP hostess manages high-profile clientele, ensuring a superior and specialized experience by facilitating exclusive VIP entry, access to premium seating, and assists with various requests acting as a personal concierge.
• Endorsed promotional marketing for large scale events, including Super Bowl, Essence Festival, Mardi Gras, Corporate Conventions and NCAA Final Four.
• Partnered with security to manage crowd control, maintain safety, and ensure seamless event execution.
• Developed and maintained relationships with vendors to enhance service offerings.

• Direct-to-consumer engagement to create authentic connections with the target audience by distributing product samples and brand promotion.
• Grassroots and guerrilla marketing approach builds brand hype and word-of-mouth promotion by engaging directly with consumers in their social spaces.
• Developed and executed community-based marketing initiatives to gather market-specific intelligence that informed national strategy.
• Targeted Demographics focused on the creation of a distinctive brand identity that resonates with its target audience.