Jacob Reader Email & Phone Number

Webster, Texas, United States

Van Nuys, Ca

Manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control, and safety measures as established and set for the Operations Department. Oversee a team of 2 SOC coordinators. training new and existing employees; planning, assigning, and directing work; authoring and discussing with employees performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards. Organizing the budget of the company in collaboration with the director.

Shoreacres, Tx, United States

Monitors the status of all planned flights and flights in progress from the point of origin to finaldestination (flight following)Ensures all ground handling, deicing, fuel, landing/departure slots and landing/overfly permitsare in order before releasing a flight.Identifies, anticipates and takes corrective action to minimize actual/potential delays due toscheduling operations, crew legality and maintenance issues.Advises appropriate personnel of potential/actual delays and conditions affecting safety of flight.Responsible for crew logistics, arranging/coordinating crew ground transportation and hotelaccommodations.Review, prepare and submit post flight expense reports.Responsible for passenger logistics, ensuring that passengers’ ground transportation, cateringand other requests are taken care of.FBO selection and database upkeep, coordinate catering requirements and other passengerrequirements with the FBO.Required to ensure that flights are authorized and dispatched as per company policy,regulatory requirements and client requests.Safe, efficient and regulatory compliant practices.

Developed and lead certification courses in support of brand messaging Facilitated New Hire Orientation, Core Competencies, Operational Training for Trip Support Services, and Customer Service Workshops for headquarters and global operations offices. Drafted training plans to define metrics, roles, and responsibilities of new training opportunities Aided in defining annual training strategy, including external requirements and target audiences

Webster, Tx

Responsible for facilitating the operational success of all mission related activities by utilizing his or her experience and knowledge in a Subject Matter Expert (SME) role. Served as a mentor for guidance when non-standard and crisis situations occur. Ensured oncoming shifts are appropriately briefed to ensure consistent and timely service to clients. Served as principal point of contact to Universal clients and coordinated all requirements for their missions including pre-trip planning, in-flight mission management, and post mission follow-up. Ensured all mission services are professionally arranged in a timely manner in accordance with all applicable policies, procedures, regulations and client preferences by collaborating closely with external vendors and suppliers, internal team members and other departments. Coordinated directly with Universal’s clients on all aspects of their aviation and operational needs; captures these needs and develops them into a functioning plan in order to facilitate requirements. Shared knowledge and experience by mentoring team members to increase their skills, knowledge and capabilities to best serve the needs of our clients. Performed other duties as assigned to ensure the successful completion of client missions.

Provided project controls, cost estimation, and other business support services to sales team and potential new clients. Training Responsible for providing vision and guidance to a group of new team members, training them on sufficient project plans and procedures. Negotiated international and domestic jet fuel prices to maximize profits for company and savings for clients. Troubleshoot and inform clients of multiple operational data while coordinating international high-profile aircraft missions.

Customer Experience Management (CES)Voice-of-Customer (VOC) – increased Mission Specialists’ awareness of pressures and sensitivities experienced daily by Universal customers to articulate successful customer outcomes; cultivated a sense of mission that mirrors that of our customers and reflects their sense of urgency; continuous review of client feedback available through NPS, Post-Trip Follow-Ups, Account Managers and Client Relations to identify trends and opportunities for improvement; identify and measure touch points in customer interactions known as “Moments of Truth”Account Plans – in collaboration with Global Sales, maintained a client strategy and account plan in accordance with the principles of the Organization’s Enhanced Selling Process (ESP)Customer Onboarding – ensured capture and integrity of customer requirements, maintaining Customer Preferences in proprietary trip support system; work with Mission Advisors and Consultants to create and maintain customer profiles that anticipate and meet customer needs while minimizing repetitionTrip Experience Management (QMS)Quality Management – showed Mission Specialists the kind of information that will enable them to work seamlessly with schedulers, dispatchers, pilots, and other flight department personnel as a member of the customer’s team; optimize customer “touch points” in correlation with Customer Experience Blueprint; principally Viability, Assignment, Support Coordination; Pre-Trip, In-Flight and Post-TripCommunications Quality – coached Mission Advisors and Consultants so they moved from passively taking mission information to actively consulting with customers to emphasize the value added to the flight department; improved Mission Specialists’ written and verbal communication focusing on awareness of Universal’s audience, the customer’s potential audience, and our assurances

Education record

Aviation/Airway Management And Operations

Education record