Shane Augur
Union,KY
Summary
Dynamic executive leader with over twenty years of experience elevating customer experience for ultrahigh-net-worth clients. Adept at resolving complex issues swiftly, fostering strong relationships through regular engagement and personalized service. Committed to driving operational excellence and enhancing client satisfaction through innovative solutions and strategic foresight.
Overview
20
20
years of professional experience
Work History
Vice President, Customer Experience
Executive Jet Management
Cincinnati, United States
09.2020 - 10.2025
- Account executive providing unparalleled service to ultra-high-net-worth customers and corporate aircraft owners (50 + accounts).
- Resolved escalated customer concerns, resulting in increased customer retention.
- Established strong connections with account principals to facilitate smooth interactions and address their needs.
- Facilitated quarterly meetings to gather customer feedback and align on needs.
- Assisted with client contracts and support services, ensuring alignment with customer needs.
- Present annual aircraft operating budgets and forecasting to my customers.
- Monitored industry trends and competitor strategies, applying best practices to enhance service delivery.
- Supporting our Sales team by meeting with potential clients and driving home the value of our operation.
Director, Customer Experience
Executive Jet Management
Cincinnati, United States
09.2012 - 09.2020
- Created and monitored key performance indicators (KPIs) to evaluate customer experience initiatives' effectiveness.
- Established training programs that improved staff skills and elevated customer service excellence.
- Addressed complex customer concerns, achieving high satisfaction and improving overall service quality. that arise in the day-to-day operation.
- Functioned as the first point of contact and managed customer relationships.
- Led a team of Account Managers responsible for the day-to-day operations.
- Worked in coordination with our sales team to facilitate the onboarding process for new clients.
- Managed human resource functions for direct reports, including interviewing, hiring, and performance management.
- Developed, implemented, and managed the corporate standards manual utilized in governing best practices.
Manager of Crew Scheduling
Comair Airlines
Erlanger, United States
01.2006 - 09.2012
- Directed implementation and management of multimillion-dollar crew scheduling system, enhancing operational efficiency.
- Developed and optimized crew scheduling processes, achieving alignment with operational needs and staffing requirements.
- Utilized advanced scheduling software to manage crew assignments, resulting in a 15% reduction in scheduling conflicts.
- Planned and scheduled pilot and flight attendant staffing, ensuring overnight accommodations for over 2,000 crew members.
- Managed human resource functions for team of 20 direct reports, including interviewing, hiring, counseling, and leading performance management initiatives.
- Maintained labor relations and administered contracts with pilot and flight attendant labor unions to ensure compliance and foster collaboration.
- Coordinated and managed Federal Aviation Administration (FAA), Department of Defense (DOD), and corporate audits to ensure compliance with all safety and security guidelines.
- Composed contractual and procedural documentation including Letters of Agreement (LOA), Memorandums of Understanding (MOU), and corporate memos.
- Developed and managed corporate standards manual, establishing best practices for crew scheduling.
Education
Bachelor of Arts (BA) - Political Science
Eastern Kentucky University
Richmond, United StatesSkills
- Customer relationship management
- Account management
- Contract negotiation
- Key performance indicators
- Budget forecasting
- Team leadership
- Problem solving
- Data analysis
Personal Information
Title: Vice President, Customer Experience
Summary - Executive Summary
Dynamic executive leader with over twenty years of experience elevating customer experience for ultrahigh-net-worth clients. Adept at resolving complex issues swiftly, fostering strong relationships through regular engagement and personalized service. Committed to driving operational excellence and enhancing client satisfaction through innovative solutions and strategic foresight.
Timeline
Vice President, Customer Experience
Executive Jet Management
09.2020 - 10.2025
Director, Customer Experience
Executive Jet Management
09.2012 - 09.2020
Manager of Crew Scheduling
Comair Airlines
01.2006 - 09.2012
Bachelor of Arts (BA) - Political Science
Eastern Kentucky University