Susan Hawes
Charlotte,NC
Summary
Motivated team player experienced in providing exceptional customer service. Proven ability to perform and remain professional in high-stress situations while being able to quickly and effectively resolve customer concerns. Possesses exceptional communication, organizational and multitasking skills. Committed to providing the highest quality service and creating a positive customer experience. Dedicated and knowledgeable individual with vast experience providing exceptional customer service to a wide variety of clients. Proven ability to quickly assess customer needs and provide appropriate solutions. Skilled in resolving customer issues, managing customer relations, and providing detailed product.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Crew Scheduler
In-Flight Crew Connections
Mint Hill, NC
05.2023 - Current
- Process client trip requests from start to finish.
- Source and vet pilots and cabin attendants for Part 91 and Part 135 trips making sure that they posses the correct certifications, gaining client approval and confirming the crew member with a trip offer letter.
- Confirm and process A&P technicians to assigned jobs.
- Book crew travel to requested location to get them into position in time, making sure to meet minimum rest requirements.
- Handle all trip changes and cancellations.
- Maintain a high level of customer service.
- Perform job duties using a high level of time management and problem solving skills.
- Maintain knowledge of corporate aircraft and the use of strategic planning.
- Assist in implementing a proactive, safety-first culture in business aviation.
Customer Service Representative
Skytech, Inc.
Rock Hill, SC
04.2022 - 05.2023
- Deliver personalized customer service relating to questions and promptly resolve basic problems on customer accounts.
- Respond to telephone inquiries and and direct calls using standard operating procedures.
- Maintain knowledge of company products to provide helpful suggestions and recommendations to customers.
- Dispatch Aircraft Service Orders.
- General Invoicing.
- Communication with Aircraft on and off the ground.
- Make Reservations/Give Directions.
- Assist pilots and passengers when on the ground.
- Reception and greeting of customers both in-person and over the phone.
Assistant Morning Teacher
Little Church on the Lane
Charlotte, NC
08.2018 - 05.2022
- Planned and put together a variety of individual and group activities.
- Prepared learning materials that were inspiring and age-appropriate.
- Worked with co-teacher to monitor and report on children’s development.
- Fostered meaningful relationships with students, staff and parents through continued communication.
- Combined play and interactive activities that children to develop their language and vocabulary.
Assistant Afternoon Teacher
Selwyn Presbyterian Child Development Center
Charlotte, NC
08.2020 - 04.2022
- Planned and put together a variety of individual and group activities.
- Prepared learning materials that were inspiring and age-appropriate.
- Worked with co-teacher to monitor and report on children's development.
- Fostered meaningful relationships with students, staff and parents through continual communication.
- Combined play and interactive activities that children to develop their language and vocabulary knowledge.
Vision Therapist
All Ages Vision Care
Charlotte, NC
11.2015 - 04.2017
- Provided one-on-one therapy to patients under the supervision of Dr. Genia Beasley, OD.
- Used tactile, auditory, kinesthetic, olfactory and proprioceptive information.
- Monitored clients' progress to determine whether changes in rehabilitation plans were needed.
- Wrote reports and complete forms to document assessments, training progress, and follow-up outcomes.
Seasonal Aircraft Deicer
Integrated Deicing Services-KCLT
Charlotte, NC
12.2014 - 04.2015
- Committed to delivering excellent customer service while working in a fast-paced environment.
- Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
- Focused on learning new skills and staying updated with industry changes.
- Troubleshot minor problems and reported larger technical issues.
- Provided efficient and courteous service to customers at all times.
- Worked with coworkers to complete tasks.
- Participated in ongoing training to enhance own job skills and knowledge.
- Deicer for Aircraft, performing appropriate deicing techniques using knowledge and skills.
Education
Master Of Arts (M.A.) - Elementary Education
Queens University
Charlotte, NC05.2000
Bachelor Of Arts (B.A.) - Communication Disorders
North Carolina State University
Raleigh, NC05.1996
Skills
- Customer Relations
- Professional Telephone Demeanor
- Typing Proficiency
- Travel Planning
- Customer Relationship Management
- Multi-Line Telephone Operation
- Customer Service
- Computer Proficiency
- Customer Account Management
- Administrative and Office Support
- Invoice Preparation and Processing
- Calm and Professional Under Pressure
- Spreadsheets
- Administrative Support
- Student Pilot
Certification
Student Pilot Certificate
References
References available upon request.
Timeline
Crew Scheduler
In-Flight Crew Connections
05.2023 - Current
Customer Service Representative
Skytech, Inc.
04.2022 - 05.2023
Assistant Afternoon Teacher
Selwyn Presbyterian Child Development Center
08.2020 - 04.2022
Assistant Morning Teacher
Little Church on the Lane
08.2018 - 05.2022
Vision Therapist
All Ages Vision Care
11.2015 - 04.2017
Seasonal Aircraft Deicer
Integrated Deicing Services-KCLT
12.2014 - 04.2015
Master Of Arts (M.A.) - Elementary Education
Queens University
Bachelor Of Arts (B.A.) - Communication Disorders
North Carolina State University