Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
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Jessica Townsend

Kitchener,ON

Summary

Detail-oriented professional with extensive experience in high-touch client coordination and meticulous planning. Proven track record in complex administration and delivering exemplary client service across diverse industries. Core competencies include strong analytical abilities, organizational skills, and relationship management, aimed at enhancing the overall client experience. Aspires to excel in an administrative or operational role that leverages these strengths.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Flight Operations/ Dispatcher/Flight Coordinator

Flightpath
Kitchener, Canada
02.2023 - Current
  • Promptly addressed inquiries from customers, brokers, aircraft owners, and pilots via phone and email.
  • Facilitated seamless coordination between all stakeholders, including clients, flight crew, brokers, owners, and management.
  • Coordinate flights as per established company Standard Operating Procedures (SOPs) and follow the Company Operations Manual (COM).
  • Maintained necessary documentation, including uploading passports and sending itineraries.
  • Managed all flight-related activities, including customs, catering, permits, and ground transportation.
  • Monitored flight progress and provided timely updates for operational adjustments.
  • Provided personalized concierge services, anticipating client needs and preferences to deliver exceptional service, and maintain long-term client relationships.
  • Uploaded training documents into designated systems for organized record-keeping.
  • Monitored flight schedules and arrival and departure times to ensure punctuality.
  • Communicated with air traffic control centers to obtain clearance for takeoffs and landings.
  • Processed flight documents and ensured accuracy of passenger information.
  • Scheduled crew members for upcoming flights based on availability and qualifications.

Client Relations / Customer Service Manager

FLYGTA Airlines
Billy Bishop Airport, Canada
08.2019 - 01.2023
  • Analyzed customer complaints to devise tailored solutions ensuring satisfaction.
  • Ensure comprehensive staff training on systems and company policies.
  • Observe the performance of CSRs to identify and provide a balanced feedback approach to their performance.
  • Create and implement practices that will enhance the department's services and productivity.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Developed policies and procedures related to customer service operations.
  • Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
  • Audited customer account information to identify issues and develop solutions.Conflict resolution: able to provide a solution to the passenger that still abides by company policies.
  • Ensured swift resolution of customer service queries through timely communication channels.
  • Conducted passenger check-in by verifying identification and confirming flight tickets.
  • Facilitated passenger greetings efficiently.
  • Fostered strong, enduring relationships through exceptional client-focused support.
  • Executed diverse administrative tasks with precision, including handling customer survey follow-ups.
  • Delivered top-notch services to clients by utilizing excellent interpersonal and communication abilities, ensuring high satisfaction.
  • Worked effectively in team environments to make the workplace more productive.
  • Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.

Flight Operations/ Dispatcher/Flight Coordinator

FLYGTA
Toronto, Canada (CAN)
09.2020 - 01.2023
  • Addressed inquiries from customers and brokers swiftly through calls and emails.
  • Coordinated effectively with all involved parties to ensure smooth information flow.
  • Prepared flights adhering to company SOPs and COM.
  • Uploaded passports, dispatched itineraries, and created Trip Cheq.
  • Oversaw comprehensive logistical arrangements encompassing Customs clearing, Catering delivery, and Ground transport.
  • Monitored weather conditions during take-off and landing operations to ensure safe flight operations.
  • Maintained records of all flight logs and other pertinent information regarding flight operations.

Dispatcher

Global Aviation
Lester B Pearson Airport, Canada
11.2018 - 08.2019
  • Conflict resolution: able to provide solutions to keep both airlines and ACAP supervisors satisfied.
  • Demonstrated skill in understanding SSR and SEL to meet management expectations.
  • Completed day-to-day duties accurately and efficiently.
  • Organized post-flight activities such as refueling aircrafts, cleaning cabins and unloading luggage.
  • Maintained accurate records of aircraft movements, including arrivals, departures, ground time and delays.

ACAP Supervisor

Global Aviation
Lester B Pearson Airport, Canada
08.2017 - 11.2018
  • Welcomed and guided guests while addressing inquiries promptly and courteously.
  • Resolved complex client issues by delivering customized actions to minimize frustration.
  • Mediated conflicts maintaining satisfaction between passengers and ACAP agents.
  • Acted as a liaison between upper management and staff, facilitating open communication.
  • Conducted regular performance evaluations, providing constructive feedback and setting individual goals.

Education

Ontario Secondary School Diploma -

PAS West High School
01.2016

Co-op Education -

Trewlany Public School
01.2016

Skills

  • Strategic Decision-Making
  • Proficient Computer Skills
  • Collaborative Team Player
  • Effective Organization Skills
  • Clear Communication
  • Skilled in Conflict Resolution
  • Adaptability to change
  • Strong decision-making
  • Leadership skills
  • Advanced Microsoft Office Skills

Certification

  • CPR, Level C
  • Certified ‘flight following’
  • Security awareness for YYZ
  • Aircraft critical surface Contamination
  • TAA Building Evacuation
  • Fatigue Management

References

References available upon request.

Timeline

Flight Operations/ Dispatcher/Flight Coordinator

Flightpath
02.2023 - Current

Flight Operations/ Dispatcher/Flight Coordinator

FLYGTA
09.2020 - 01.2023

Client Relations / Customer Service Manager

FLYGTA Airlines
08.2019 - 01.2023

Dispatcher

Global Aviation
11.2018 - 08.2019

ACAP Supervisor

Global Aviation
08.2017 - 11.2018

Ontario Secondary School Diploma -

PAS West High School

Co-op Education -

Trewlany Public School

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Jessica Townsend