Joel A. Quackenbush
Powell
Summary
Seasoned in flight operations management and team leadership, I spearheaded operations at Wheels Up, achieving a notable 95% on-time flight performance. My tenure at Netjets showcased my adeptness in customer service and KPI monitoring, maintaining an 85% retention rate. My approach combines decisive action with continuous process improvement, driving operational excellence and unparalleled service delivery.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Duty Director, Flight Operations
Wheels Up
06.2022 - 10.2023
- Responsible for overseeing the day-to-day operations of flights, with a goal of 95% on-time flight performance.
- Led a flight operations department of 250 personnel in the daily operation of the airline.
- Coordinated meetings with all department heads to track daily operational KPIs and troubleshoot daily issues.
- The final decision-maker on irregular flight operations for the safety, security, and productivity of the airline.
Senior Director of Member Services
Wheels Up
10.2013 - 06.2022
- Responsible for managing every aspect of the member’s experience ensuring the delivery of unsurpassed service and safety
- Led the department in growth from 4 employees to more than 130 to serve the third largest private aviation company in the US
- Developed and implemented both infrastructure and processes to account for both team growth and a continuously changing product
- Determined, monitored, and improved departments KPIs to exceed company objectives
- Direct supervision of the department’s management and front-line employees, to include one-on-one check-ins, training, mentoring, and performance evaluation.evaluation
Lead Current Day Account Manager
Netjets
Columbus
09.2007 - 10.2013
- Maintained an 85% retention rate of all customers, against a goal of 70%.
- Troubleshoot day-of-flight issues for customers, including mechanically stricken aircraft, weather concerns, scheduling constraints, and air traffic control.
- Direct contact with flight operations and dispatch to ensure the safety and legality of flights.
- Assisted new sales based on leads from existing customers via flight operations demonstrations, and static displays of aircraft.
- Developed direct contact with all nationwide and international sales teams regarding current issues and daily customer concerns.
Account Manager/Service Coordinator, Owner Services
Netjets
Columbus
06.2005 - 09.2007
- Create new reservations for owners domestic and international flights
- Help oversee quality control for client reservations including flight specific issues and owner comfort
- Assist in current day flight operations
- Work directly with meteorology, dispatch, international planning and aircraft scheduling on a daily basis
Education
B.S. - Aviation Management
Ohio State University
Columbus, OH01.2004
Skills
- Flight operations management
- KPI monitoring
- Decision making
- Customer service
- Team leadership
- Process improvement
Certification
- Private pilot rated
- Part 107 FAA Drone operator license
Qualifications Summary
Highly motivated and accomplished account manager/sales professional with demonstrated expertise in all facets of account development, cultivation, and management. Excellent analytical skills; able to rapidly assess competitive markets and assess the overall needs of the customer. Strong negotiation, consensus-building, and team leadership skills. Expert relationship-building abilities with vendors, customers, and sales associates.
Timeline
Duty Director, Flight Operations
Wheels Up
06.2022 - 10.2023
Senior Director of Member Services
Wheels Up
10.2013 - 06.2022
Lead Current Day Account Manager
Netjets
09.2007 - 10.2013
Account Manager/Service Coordinator, Owner Services
Netjets
06.2005 - 09.2007
B.S. - Aviation Management
Ohio State University
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