Erinn Shaw
Summary
To begin a career where I can grow professionally and utilize my Administrative, Customer Service, and Communications experience with the Culver School District.
Overview
9
9
years of professional experience
Work History
Airport Administrative Assistant
Redmond Municipal Airport
02.2017 - Current
- Collaborates with colleagues, stakeholders, and vendors to implement best practices and protocols for the good of the organization. Enhances administrative office efficiency by streamlining processes and organizational systems. Ensures a constant flow of communication exists between leadership, Airport staff, and stakeholders, provides timely responses to inquiries and issues. Assists staff and stakeholders with projects of varying degrees of complexity. Completes other administrative and clerical tasks as assigned.
- Acts as liaison between customers, stakeholders, and vendors. Contributes to team productivity by managing communication channels. Schedules and attends staff meetings and takes detailed notes for later dissemination to key stakeholders. Encourages staff and stakeholder participation in meetings and events. Follows up on assigned tasks and projects to meet organizational and departmental objectives.
- Answers multi-line phone system, routes calls, delivers messages, and interacts with customers, visitors, and vendors. Answers questions, and provides above-average customer service. Addresses and de-escalates concerns and complaints in a diplomatic manner.
- Manages all social media inquiries and reviews and email correspondence and handles incoming and outgoing mail and shipping. Creates press releases and media, website, and social media communications. Creates, and manages Airport customer surveys and tracks noise complaints.
- Develops and implements new administrative policies and strategies to streamline and improve office procedures. Performs varied clerical and customer service duties for the Airport and related work as required. Purchases promotional items. Manages office supply inventory and assists with equipment issues and repairs.
- Manages budgets, and generates reports for management review, Manages paper and electronic filing systems, and Improves document organization Ensures accurate record-keeping with diligent data entry and database management for vital Airport and City information. Maintains confidentiality of sensitive information by adhering to strict privacy policies and implementing secure systems.
- Cross-trains and provides backup support for management and leadership. investigates and quickly resolves administrative, accounting, safety, and customer service concerns.
- Manages Airport Committee Meetings and transcribes meeting minutes. Organizes information to assist in preparing staff presentations. Drafts correspondence and other documents adhering to the City and Airport's brand and voice.
- Maintains up-to-date knowledge of industry best practices. Performs research to collect and share industry trends and data with colleagues.
- Maintains invoicing programs and keeps detailed records to track and record Airport transient parking information and payments. Ensures proper follow-up and resolution of issues.
- Created and currently manages Airport online lost and found system to improve customer communication and organization and management of stored items.
- Created and currently manages the Airport "Flybrary" book program, Airport Therapy Dog Program, and Sunflower Lanyard Hidden Disability Program.
- Promotes a positive work environment and culture. Organizes events such as staff birthdays, BBQ's, holiday parties, and team-building activities to boost employee morale.
- Participates in training sessions to stay informed about organizational updates and changes. Identifies and recommends changes to existing processes to improve accuracy, efficiency, and quality service. Continually seeks training options and methods for improving daily operations, and increased job functionality for the good of the organization.
Customer Service Agent
Alaska/Horizon Airlines
10.2014 - 02.2017
- Assisted a large of customers with a positive attitude and focus on customer satisfaction. Addressed customer needs and resolved concerns. Demonstrated empathy in handling difficult situations and effectively managed escalations from dissatisfied customers.
- Assisted with ticket purchases, passenger check-in, special needs, and flight boarding involving the use of a computer-based reservation program.
- Worked outdoors in all types of weather conditions. Handled baggage and cargo, marshalled, cleaned, and deiced aircraft, and followed security procedures to ensure safety. Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires. Participated in team meetings and training sessions. Actively sought out opportunities for continuous learning, attending workshops and trainings geared towards enhancing professional competencies.
Education
Bachelor of Arts - Journalism And Communications
University of Oregon
Eugene, OR2000
Skills
- Administration and Customer Service
- Technical and Computer Proficiency
- HR, Finance, and Accounting
- Staff Hiring, Training, and Badging
- Account Receivable and Reconciliation
- Business Development
- Data Entry and Management
- Appointment Scheduling
- Conflict Management and Confidentially
- Critical Thinking and Decision Making
- Community Outreach and Networking
- Meeting and Event Management
- Communications Management
- Presentations and Public Speaking
- Website Development/Maintenance
- Social Media Management
- PR, Advertising, and Marketing
- Staff Motivation and Team Building
- OSHA Safety Compliance
- DEI, Accessibility, and Title VI Compliance
Memberships and Certifications
- Member Airports Council International (ACI)
- Member American Association of Airport Executives (AAAE)
- ACI-NA Customer Experience Specialist
- ACI-NA Airport Accessibility (ADA) Specialist
- Member Oregon Tourism and Travel Alliance
- Member AAAE MarCom/Customer Experience and Small Airport Committee
Planner 2022 AAAE ACES Symposium Nashville, Tennessee
"Partnering with airlines on Customer experience, innovation, stakeholder and council management."
Planner 2024 AAAE ACES Symposium Denver, Colorado
"How to create mental health strategies to survive on your own and as a team"
Timeline
Airport Administrative Assistant
Redmond Municipal Airport
02.2017 - Current
Customer Service Agent
Alaska/Horizon Airlines
10.2014 - 02.2017
Bachelor of Arts - Journalism And Communications
University of Oregon
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