Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
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VERONICA FLOOD

Fort Myers,USA

Summary

Customer Service Specialist with over 35 years of experience in the aviation and administrative sectors with handling customer inquiries and providing effective solutions. Utilizes communication and problem-solving skills to enhance customer satisfaction. Track record of maintaining positive client relationships and adapting to dynamic service environments.

Overview

41
41
years of professional experience
1
1
Certification

Work History

CUSTOMER SERVICE SPECIALIST

Lee County Port Authority
08.2022 - Current
  • Effectively communicates with customers and delivery of service requests for flight crew, aircraft owners and passengers.
  • Order & maintain product selection for the retail portion of the FBO.
  • Process transactions for the purchase of fuel and ancillary aircraft services.
  • Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.

OWNER

Matters of the Paw
01.2011 - 12.2022
  • Managed day-to-day business operations.
  • Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
  • Implemented marketing strategies to increase brand awareness and attract new customers.

ADMINISTRATIVE ASSISTANT

Associa Gulf Coast
11.2021 - 12.2022
  • Processed architectural design applications and assisted with new purchase and lease agreements. Ensuring that all qualifications were met to satisfy HOA board members for a smooth approval process.
  • Assisted homeowners to navigate through rules and regulations to maintain compliance within their HOA.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.

CUSTOMER SERVICE / FBO ACCOUNTING / PROJECT MANAGER

Jet Aviation
03.2005 - 08.2019
  • Identified error within credit card reconciliation card fee reconciliation which resulted in 125,000 in yearly savings.
  • Project lead on new software front end solution. Focused on Software, quality assurance and reliability.
  • Developed training documentation & provided support for software users within customer service.
  • Created Process Maps for Customer Service using Visio.
  • Processed daily & month end sales and fuel orders.
  • Member of Accident / Incident review board.
  • Established strong relationships with key clients, fostering trust and long-term business partnerships.
  • Enhanced profitability by identifying cost-saving opportunities and implementing effective solutions.

CUSTOMER SERVICE

USAirways
02.1985 - 03.2005
  • Resolved complex customer issues by identifying source of customer's issues and resolving in a timely manner.
  • Team lead for the coordination of cart services providing transportation between gates/terminals at the airport.
  • Trained in hazardous materials and emergency procedures.
  • Expertise in all gate/counter/operations functions within commercial aviation.

Education

ASSOCIATES OF ARTS - Business Administration

Palm Beach Community College
West Palm Beach, Fl
01.2011

Skills

  • Customer service
  • Good communication skills
  • Time Management
  • Continuous Improvement
  • Complaint Resolution
  • Problem Solving

Accomplishments

Real Estate License - 2005

United Stated Design Patent - D811,622

Notary Public - 2019

Attended Disney University

4 Hirsch Awards - Jet Aviation - Your Ideas at Work

Certification

  • Osha Training
  • Green & Yellow Belt Training
  • Certified Guest Service Professional


Timeline

CUSTOMER SERVICE SPECIALIST

Lee County Port Authority
08.2022 - Current

ADMINISTRATIVE ASSISTANT

Associa Gulf Coast
11.2021 - 12.2022

OWNER

Matters of the Paw
01.2011 - 12.2022

CUSTOMER SERVICE / FBO ACCOUNTING / PROJECT MANAGER

Jet Aviation
03.2005 - 08.2019

CUSTOMER SERVICE

USAirways
02.1985 - 03.2005

ASSOCIATES OF ARTS - Business Administration

Palm Beach Community College

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