- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Sharing travel tips, recommendations, and insights with fellow enthusiasts
- Cooking
- Interior Design
- Music
- I enjoy cooking for friends and family gatherings
Heather Matherne Swan
Evanston
Summary
Service-oriented professional with 25 years of aviation experience . Proven ability to coordinate travel logistics and resolve issues swiftly, ensuring seamless client experiences. Valued for strong team collaboration and adaptability in dynamic environments and complex,shifting client needs.
Skilled in conflict resolution, and communication, with calm and approachable demeanor that fosters trust and cooperation.
Committed to end-to-end trip management and booking accuracy, with a proactive approach to identifying and solving potential travel issues before they impact the client.
Eager to maintain long-term relationships through operational excellence and passion for aviation to enhance the NetJets Owner experience.
Overview
25
25
years of professional experience
Work History
Travel Advisor
Sunshine Travel Company
Portage MI / Remote Position
08.2023 - Current
- Developed customized travel itineraries based on client preferences and budget constraints.
- Cultivated relationships with suppliers to enhance service offerings and negotiate favorable terms.
- Researched and recommended destinations, accommodations, and activities to optimize client experiences.
- Coordinated travel logistics, including transportation, lodging, and excursions for diverse clientele.
- Analyzed client feedback to identify areas for enhancement in services provided, driving continuous improvement initiatives.
- Conducted thorough research on destinations and accommodations to provide accurate information to travelers.
- Delivered exceptional customer service by promptly addressing inquiries via phone, email, or in-person meetings.
- Educated clients on necessary travel documents, insurance options, and safety precautions for each destination.
- Developed strong relationships with clients, leading to repeat business and referrals.
- Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
- Resolved travel problems, processed complaints and issued refunds to maintain customer satisfaction.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
- Maintained up-to-date knowledge of travel industry trends, regulations and best practices to better serve customers.
- Consistently fostered business growth by delivering first-rate travel advising and itineraries to develop valuable client relationships.
Flight Attendant
Southwest Airlines
Chicago, IL
04.2001 - Current
- Delivered exceptional in-flight customer service, ensuring passenger comfort and safety.
- Managed emergency procedures effectively during in-flight disruptions, prioritizing passenger wellbeing.
- Coordinated with team members to ensure seamless boarding and deplaning processes.
- Conducted pre-flight safety checks, maintaining compliance with FAA regulations and company standards.
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Resolved passenger conflicts and medical emergencies during flights.
- Coordinated with ground personnel to resolve any issues or discrepancies in a timely manner, maintaining smooth operations.
- Assisted in managing passenger conflicts with diplomacy and professionalism, maintaining peaceful cabin environment.
Education
General Studies
Louisiana State University
Baton Rouge, LA2000
High School Diploma -
Baton Rouge High School
Baton Rouge, LA06-1998
Skills
- Exemplary customer service
- Advanced itinerary planning
- Proactive problem solving
- Strong interpersonal skills
- Logistics support
- Trip management
- Reliability and punctuality
- Hospitality service expertise
- Emergency situations management
- Conflict resolution
- Relationship management
- Trusted Advisor
Interests
Timeline
Travel Advisor
Sunshine Travel Company
08.2023 - Current
Flight Attendant
Southwest Airlines
04.2001 - Current
General Studies
Louisiana State University
High School Diploma -
Baton Rouge High School