Natalie Pusser
Coats,North Carolina
Summary
Knowledgeable and dedicated professional with extensive experience in the customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
Work History
Airport Director
Harnett Regional Jetport
10.2022 - 05.2023
- Promoted economic development and business expansion of the airport by planning short-range and long-range goals with the Harnett County Manager on special projects.
- Provided presentations and tours to civic organizations, schools, and diplomats to educate members on the importance of aviation within our community.
- Served as the liaison between the Engineer of Record and NC Department of Transportation / Division of Aviation for airport projects and grant funding opportunities and requirements.
- On-call seven days a week for a variety of events including, but not limited to: crashes, accidents, declared emergencies, terrorist acts or threats, alerts and directives, medical or police incidents or special needs operational activities
- Directed the enforcement of contracts, leases, agreements, land acquisition, construction, and related activities.
- Coordinated Jetport Advisory Committee activities; prepared agenda and meeting minutes.
Airport Operations Manager
Harnett Regional Jetport
06.2021 - 10.2022
- Instrumental in temporarily relocating 6 military aircraft to Harnett Regional Jetport for a 8 month lease term which brought in over $200,000 in revenue between fuel sales and tie down fees
- Streamlined airport operations by implementing efficient processes and procedures.
- Enhanced passenger experience through continuous improvement of terminal facilities and services.
- Oversaw safety protocols for both staff and visitors, maintaining a secure environment in compliance with industry standards.
- Managed budgets for various departments within the airport operations division, allocating resources effectively while minimizing costs.
- Assisted in recruiting, hiring and training a team of 7 members.
Fixed Base Operator
Warren Aviation
03.2017 - 06.2021
- Increased overall fuel product quality through meticulous testing and quality assurance processes.
- Oversaw compliance with local, state, and federal airport rules and regulations.
- Managed payroll, recruitment, training, and workload assignments of 7 airport staff members.
- Coordinated grants, projects, and managed annual budget.
- Represented Warren Aviation before government agencies, civic, and community groups.
- Negotiated re-sale costs with local vendors and reduced excessive inventory by 53%.
- Advanced company profit by 20% over a 9-month period by doubling JetA sales and decreasing expenses.
Airport Office Manager
Warren Aviation
10.2013 - 03.2017
- Maintained accurate financial records by reconciling accounts payable/receivable transactions for over 100 customers and vendors using QuickBooks.
- Coordinated repairs, 100-hour inspections, and annual maintenance of rental aircraft.
- Administered airport hangar lease agreements, oversaw waiting lists and acted as liaison between airport tenants and County departments.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Coordinated special marketing events such a fly-ins, pilot lunches, and safety meetings.
Customer Service Representative
Mueller Steam Specialty Company
11.2012 - 10.2013
- Provided pre-sale product support and pricing for accounts covering the Eastern states from Florida to Maine.
- Customized products in collaboration with the customer service and engineering departments for exclusive projects.
- Maintained knowledge of new products, materials, and applications through self-study and hands-on application.
- Processed, monitored, and ensured items were released for shipment to meet project deadlines.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Animal Science
Clemson University
Clemson, SCSkills
- Process Improvement
- Policy Development
- Quality Assurance
- Financial Management
- Customer Service
- Team Leadership
Timeline
Airport Director
Harnett Regional Jetport
10.2022 - 05.2023
Airport Operations Manager
Harnett Regional Jetport
06.2021 - 10.2022
Fixed Base Operator
Warren Aviation
03.2017 - 06.2021
Airport Office Manager
Warren Aviation
10.2013 - 03.2017
Customer Service Representative
Mueller Steam Specialty Company
11.2012 - 10.2013
Bachelor of Science - Animal Science
Clemson University
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