LaShawn Williams
Chicago,IL
Summary
Professional aviation specialist with proven track record in Customer Service and airline operations. Adept at ensuring seamless operations, prioritizing safety, and enhancing passenger experience. Strong focus on teamwork, reliability, and adaptability to dynamic environments. Skilled in logistical planning, communication, and problem solving.
Overview
10
10
years of professional experience
Work History
Flight Coordinator Supervisor
Sky Chefs, LLC
Chicago, Illinois
02.2025 - 01.2026
- Directed area of responsibilit
- Conducted daily work group meetings to improve team communication and performance.
- Implemented process improvements that enhanced workflow efficiency in meal preparation and delivery.
- Oversaw compliance with FAA regulations, ensuring adherence to safety protocols during all operations.
- Led initiatives for quality assurance, enhancing customer satisfaction through consistent service excellence.
- Scheduled staff to meet labor productivity and overtime benchmarks.
- Ensure 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.
- Managed communication between airline clients and operational teams to ensure seamless service execution.
- Developed and maintained efficient inventory tracking systems for inflight catering supplies.
Assistant Manager
ERMC Aviation, LLC
Chicago, Illinois
10.2024 - 01.2025
- Assigns activities of cabin service agents and ensures completion of tasks.
- Process weekly payroll and monitor agent attendance.
- Assigns cleaning and servicing duties of aircraft interiors, including cabin, cockpit, galleys, and lavatories.
- Help prepare the cabin for customer boarding and departure, which can include cleaning of seats, seat pockets, floors, galleys, and lavatories.
- Checking, handling, assembling, removing, and installing passenger service cabin furnishings and supplies according to list specifications and cleaning must be highly detailed and specific to ensure all areas are completely free of dirt, debris, marks, fingerprints, etc.
- Assist Ramp agents when cabin cleaning is complete.
- Performs FOD walks in ramp area between flights.
- Assist with marshaling aircraft during arrival and departures.
- Ensures necessary ground equipment is available in the ramp area for upcoming flights.
- Performs other related duties as assigned within the appropriate skill and experience capabilities expected of the position.
Customer Service Supervisor
United Airlines
Houston, TX
08.2021 - 08.2024
- Created reports on a 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 in company policies and procedures.
- Communicated regularly with other departments regarding any changes in policy or procedure that may affect customers.
- Conduct 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 a positive and successful work environment.
- Investigated sensitive customer service complaints and delivered prompt resolutions to customer satisfaction.
- Provided day-to-day leadership to cultivate an environment that exemplified company values.
- Managed a team of customer service representatives to ensure high-quality support.
- Train staff in new systems to maximize the 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 employees as well as existing employees.
Customer Service Representative
United Airlines
Chicago, Illinois
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.
- Aided passengers with special needs such as wheelchairs or unaccompanied minors.
- Followed company policies and procedures always related to customer service operations.
- 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, IL12-2007
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
Soul Children of Chicago Alumni Association
Zeta Phi Beta Sorority, Inc.
Timeline
Flight Coordinator Supervisor
Sky Chefs, LLC
02.2025 - 01.2026
Assistant Manager
ERMC Aviation, LLC
10.2024 - 01.2025
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
Activities and Honors
Member of Zeta Phi Beta Sorority, INC, Soul Children of Chicago Alumni Association