Kenneth Harwood
West Kelowna,BC
Summary
Corporate Aviation and Trip Support professional with 15 years of operational experience supporting global flight operations. Highly skilled in flight planning and scheduling software, regulatory compliance, pre-trip coordination, and real-time flight monitoring. Known for effective communication, operational problem-solving, and stakeholder influence, ensuring flights are safe, efficient, and compliant. Passionate about operational excellence, continuous improvement, and delivering results with humility, curiosity, and creativity.
Overview
15
15
years of professional experience
Work History
Customer Service Representative / Aviation Operations Support
SkyTrac Systems Ltd.
01.2011 - Current
- Supported corporate and international flight operations, ensuring safe, compliant, and efficient trips.
- Managed pre-trip coordination, including route planning, fuel optimization, overflight/landing permits, and regulatory alignment.
- Monitored real-time flight activity, providing timely operational updates to pilots, executives, and operations teams.
- Coordinated crew and ground logistics: hotels, transportation, catering, fueling, and cleaning services.
- Maintained strict adherence to Flight Operations Manuals (FOM), SOPs, and regulatory requirements across domestic and international operations.
- Leveraged flight planning and scheduling software and MS Office systems to manage operational workflows, reports, and communications.
- Demonstrated strong communication, organization, and influencing skills, supporting complex aviation operations with precision.
- Impact Highlights:
- Supported thousands of flight hours globally, recognized for reliability and operational excellence.
- Built strong relationships with Pilots-in-Command (PICs), operations teams, and executive stakeholders.
- Consistently improved operational efficiency and safety adherence through proactive problem-solving.
- Best in Our Craft: Consistently delivers precise, compliant, and efficient flight operations.
- Ambitiously Curious: Continuously seeks process improvements and operational insights.
- Made with Humility: Supports teams and stakeholders with collaboration and respect.
- Daringly Disruptive: Innovates operational solutions, anticipating challenges and responding quickly.
Education
Flight Dispatch Diploma - Generic Training
01.2018
Skills
- Flight Planning & Scheduling Software
- Pre-Trip Coordination & Route Optimization
- Flight Operations Manual (FOM) & SOP Adherence
- Regulatory Compliance: ICAO / FAA / International Operations
- Real-Time Flight Monitoring & Weather / NOTAM Awareness
- Crew & Ground Support Coordination
- Incident & Emergency Operations Support
- Microsoft Office Suite & Aviation Software
- Effective Communication & Stakeholder Influence
- Customer service
- Critical thinking
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
Alignment With Values
- Best in Our Craft: Consistently delivers precise, compliant, and efficient flight operations.
- Ambitiously Curious: Continuously seeks process improvements and operational insights.
- Made with Humility: Supports teams and stakeholders with collaboration and respect.
- Daringly Disruptive: Innovates operational solutions, anticipating challenges and responding quickly.
Timeline
Customer Service Representative / Aviation Operations Support
SkyTrac Systems Ltd.
01.2011 - Current