RICHARD (RICK) SMITH
Marysville,OH
Summary
Knowledgeable and dedicated customer service professional with extensive experience in aviation 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
20
20
years of professional experience
Work History
Scheduling Specialist
FlightSafety International
08.2021 - Current
- Provide end-to-end scheduling execution for all internal and external customers, ensuring best-in-class customer service experience.
- Coordinate administration of regulatory and operator training requirements between company and its customers and clients.
- Act as primary liaison and manages customer/client scheduling process in accordance with operational procedures, specific training needs and regulatory requirements.
- Communicate continuously with internal and external customers/clients and other cross-functional partners to ensure timely coordination of information and accuracy of schedule.
- Understand and adhere to regulatory requirements including country specific guidelines, training objectives and documentation.
- Assess, organize, plan and assign resources to customer training events, instructor training and qualifications ensuring stability for rolling 60-day schedule.
- Increased schedule adherence through consistent monitoring and real-time adjustments as needed.
- Supported business growth by proactively identifying opportunities for improved resource allocation and workforce optimization.
Business Analyst
J.P. Morgan Chase
02.2014 - 04.2021
- Responsible for reviewing and processing requests for updates as initiated by internal departments.
- Managed SharePoint site and archived as necessary due to space constraints.
- Worked as part of international team with manager and team members based in Manila.
- Served in leadership role by training and mentoring new employees joining team.
- Ability to learn and work in company specific systems and programs.
- Ability to build rapport with internal and external colleagues and leaders.
- Troubleshoot and resolve product issues and concerns through research.
- Managed requests from internal departments from submission to report creation, report approval, and finally implementation.
- Organize/manage multiple priorities and projects with flexibility to quickly adapt to ever changing business needs.
- Trained in scrum master methodologies to work in agile environment.
- Restored deleted records needed for archive by working with website librarians in order to comply with firm audit and control procedures.
- Completed requests within requested Service Level Agreement with accuracy rate of greater than 99 percent as validated by appropriate line of business.
Lead Account Manager
NetJets
07.2004 - 01.2014
- Coordinated flight details with need for catering, ground transportation or any other special services.
- Strengthened relationships with NetJets owners and internal departments by handling critical immediate issues and finding optimum solution
- Managed 40-90 flights daily by actively confirming and monitoring schedules.
- Assessed past problem history and developed long term solutions to streamline daily operations.
- Collaborated with IT developers on initiatives to improve owner services.
- Oversaw corporate events at remote locations for over 500 people requiring coordination with multiple groups within and outside company.
- Worked with schedulers in operations center to find solutions for mechanical issues impacting face-to-face client while onsite at corporate event.
- Selected to increase knowledge of international travel and handle American owners traveling in Europe by working onsite with NetJets Europe operations in Lisbon, Portugal.
- Resolved escalated client issues promptly and professionally, preserving valuable business relationships while protecting company interests.
- Increased client satisfaction by providing exceptional account management and timely resolution of issues.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
Education
Bachelor of Business Administration - Business
Mount Vernon Nazarene University
Columbus, OH06.2004
Skills
- MS Office Suite
- Sharp problem solver
- Energetic work attitude
- Strong organizational skills
- Independent Worker
- Relationship builder
- Attentive to policies/procedures
- Analytical
- Account Servicing
- Product and service knowledge
- Goal-Oriented
Achievements Activities
2006 Time Magazine Person of the Year, Beloved United Methodist Church Technology Team, Union County Singsations, Silver Scene Players, Men’s SoftballWesterville, OH, Youth SoftballClintonville, OH and Marysville, OH, High School AthleticsWesterville North and Urbana, Distinguished Young Women of Ohio Committee, Data and Website Liaison, Central Ohio Emmaus
Timeline
Scheduling Specialist
FlightSafety International
08.2021 - Current
Business Analyst
J.P. Morgan Chase
02.2014 - 04.2021
Lead Account Manager
NetJets
07.2004 - 01.2014
Bachelor of Business Administration - Business
Mount Vernon Nazarene University
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