Lauren Way
Burbank,CA
Summary
Dynamic Client Services Representative with a proven track record at Clay Lacy Aviation, excelling in client relationship management and operational efficiency. Recognized for enhancing guest satisfaction through proactive service and effective problem resolution. Skilled in CRM systems and team leadership, driving loyalty and repeat business in high-pressure environments.
Overview
8
8
years of professional experience
Work History
Client Services Representative II
Clay Lacy Aviation
Van Nuys, California
04.2025 - Current
- Managed high-volume client communications via phone and email, ensuring timely responses to enhance client satisfaction.
- Delivered discreet white-glove service to high-profile and ultra-high-net-worth clientele.
- Oversaw charter reservations and scheduling, coordinating real-time operational adjustments to optimize service delivery.
- Coordinated end-to-end trip logistics, including fuel, catering, hotels, and ground transportation.
- Acted as primary concierge for passengers, pilots, and crew to ensure seamless arrivals and departures.
- Navigated last-minute changes while maintaining premium service standards.
- Partnered with dispatch and operations teams to ensure on-time performance.
- Processed billing, invoicing, and post-trip reconciliation accurately to maintain financial integrity and client trust.
Guest Experience
Aero
Van Nuys
05.2023 - 03.2024
- Provided personalized white-glove service to high-net-worth clientele, anticipating needs proactively.
- Oversaw passenger check-in and lounge operations in exclusive terminal environments, ensuring seamless guest experiences.
- Upheld hospitality standards across multiple lounge locations, enhancing overall guest satisfaction and loyalty.
- Resolved service issues in real-time while upholding discretion and professionalism.
- Coordinated with flight crews and ground teams for efficient departures and arrivals.
- Supported operational logistics, including boarding coordination and schedule adjustments.
- Ensured strict adherence to safety awareness protocols throughout all operations.
- Partnered with sales and marketing teams to develop strategies that elevated guest experience and maximized occupancy rates.
Concierge
Surf Air
Hawthorne
01.2022 - 05.2023
- Delivered concierge-level service within a membership-based, semi-private aviation environment
- Coordinated flight logistics, scheduling, and real-time client requests for private jet passengers
- Managed passenger check-in and seamless boarding to optimize private terminal operations
- Liaised between clients, pilots, and ground teams to facilitate efficient departures
- Resolved operational disruptions and last-minute changes with a high-touch, solution-focused approach
- Built strong client relationships with frequent flyers, driving loyalty and repeat travel
- Upheld premium service standards while navigating fast-paced, high-volume environment
- Provided personalized support to high-net-worth clientele with discretion and professionalism
Assistant Manager
BCBGMaxazria
03.2018 - 12.2020
- Led training programs that boosted team sales performance and exceeded targets.
- Surpassed weekly sales goals, earning recognition for sales excellence.
- Executed targeted marketing campaigns, driving significant increases in customer traffic and revenue.
- Resolved customer issues promptly, maintaining high satisfaction levels and fostering loyalty.
- Planned and coordinated events with market manager, enhancing brand visibility and customer engagement.
- Collaborated with market manager on high-profile styling events to foster customer engagement.
Education
Some College (No Degree) -
Middlesex County College
Edison, NJSkills
- Client Relationship Management
- Guest satisfaction
- Operational Efficiency
- Process Optimization
- Performance Tracking
- CRM Systems
- Microsoft Office Suite
- Training Facilitation
- Time Management
- Prioritization
- Team Leadership
- Staff Development
Timeline
Client Services Representative II
Clay Lacy Aviation
04.2025 - Current
Guest Experience
Aero
05.2023 - 03.2024
Concierge
Surf Air
01.2022 - 05.2023
Assistant Manager
BCBGMaxazria
03.2018 - 12.2020
Some College (No Degree) -
Middlesex County College