Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
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La Shawn Williams

Chicago

Summary

Dynamic Flight Coordinator Supervisor at Sky Chefs, LLC, adept at ensuring regulatory compliance and enhancing production accuracy. Proven track record in staff scheduling and conflict resolution, driving team performance and achieving timely delivery objectives. Committed to continuous improvement and fostering a collaborative work environment.

Overview

9
9
years of professional experience

Work History

Flight Coordinator Supervisor

Sky Chefs, LLC
Chicago
02.2025 - Current
  • Directed area of responsibility to achieve timely delivery objectives.
  • Conducts daily work group meetings to improve team communication and performance.
  • Scheduled staff to meet labor productivity and overtime benchmarks.
  • Ensures compliance with FDA, USDA, OSHA, EPA, DOT, and HACCP standards.
  • Documented department processes to identify and implement continuous improvements.
  • Monitored production accuracy and on-time catering for all flights.
  • Oversaw safety regulation compliance to maintain a secure work environment.
  • Processed weekly payroll efficiently.

Customer Service Supervisor

United Airlines
Houston
08.2021 - 08.2024
  • Created reports on daily, weekly, monthly basis related to customer service activities.
  • Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
  • Maintained accurate records of customer interactions for future reference.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Identified areas of improvement in the customer service process and developed strategies to address them.
  • Provided guidance and support to junior customer service representatives, including coaching and mentoring.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Supervised and trained customer service staff to ensure excellent customer service delivery.
  • Trained new customer service representatives on company policies and procedures.
  • Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
  • Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Oversaw and assessed customer service staff activities to provide personnel with regular performance-related feedback.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Addressed customer inquiries to increase customer satisfaction ratings.
  • Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Provided day-to-day leadership to cultivate environment that exemplified company values.
  • Managed team of customer service representatives to ensure high-quality support.
  • Trained staff on new systems to maximize benefits of technology and achieve excellent customer satisfaction levels.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Enhanced company-wide procedures and policies to improve employee morale and boost customer satisfaction.
  • Guided employees in handling difficult or complex problems.
  • Coordinated with other supervisors, combining group efforts to achieve goals.
  • Issued work schedules, duty assignments and deadlines for office or administrative staff.
  • Implemented departmental policies and standards in conjunction with management to streamline internal processes.
  • Discussed job performance problems with employees, identifying causes and issues to find solutions.
  • Assisted in developing training materials for new hires as well as existing employees.

Customer Service Representative

United Airlines
Chicago
03.2016 - 08.2021
  • Resolved customer complaints promptly and efficiently.
  • Implemented innovative methods for streamlining the customer service process.
  • Performed check-in procedures for both domestic and international flights.
  • Verified passenger documentation ensuring compliance with applicable laws and regulations.
  • Assisted cabin crew members in pre-flight preparation tasks such as stocking food and beverage items and cleaning cabins.
  • Resolved customer complaints in a timely manner.
  • Utilized problem solving skills to resolve customer issues quickly and efficiently.
  • Checked luggage for proper weight distribution according to aircraft specifications.
  • Communicated effectively with other departments to ensure the best customer experience possible.
  • Coordinated with ground crew personnel on arrival and departure procedures for each flight.
  • Answered inquiries regarding airline services including rates, routes, schedules, travel regulations.
  • Provided assistance to passengers with special needs such as wheelchairs or unaccompanied minors.
  • Followed company policies and procedures related to customer service operations at all times.
  • Assisted customers with ticketing, seating, and baggage handling requirements.
  • Advised passengers of any changes or delays in their scheduled flights.
  • Delivered exceptional service to every customer through active engagement, effective listening and well-developed interpersonal skills.
  • Built and maintained productive relationships with employees.
  • Coached staff on strategies to enhance performance and improve customer relations.

Education

Bachelor of Arts - Psychology

Chicago State University
Chicago, IL
12-2007

Skills

  • Flight coordination
  • Regulatory compliance
  • Catering management
  • Production monitoring
  • Payroll administration
  • Customer service
  • Staff scheduling
  • Safety management
  • Employee training
  • Time management
  • Quality assurance standards
  • Interdepartmental communication
  • Process improvement
  • Conflict resolution
  • Strong decision-making
  • Adaptability to change

Affiliations

  • Member of Zeta Phi Beta Sorority, INC
  • Soul Children of Chicago Alumni Association

References

References available upon request.

Timeline

Flight Coordinator Supervisor

Sky Chefs, LLC
02.2025 - Current

Customer Service Supervisor

United Airlines
08.2021 - 08.2024

Customer Service Representative

United Airlines
03.2016 - 08.2021

Bachelor of Arts - Psychology

Chicago State University

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