Mark Hazard Email & Phone Number

Houston, Texas Area

Promoted to a senior sales leadership role for a $200M global leader in aviation trip services with support centers in London, Dubai, Brazil, Australia, Mexico and Saudi Arabia plus the US states of NY, CA, IL TN and TX. Lead a worldwide team of 26 senior account managers focused on retaining 1,000 top-tier clients including Fortune 500 firms through proactive sales relationship building, problem resolution and customer service. Oversee end-to-end business processes and liaise cross-functionally with sales, HR, finance, logistics and IT. Revolutionized global client onboarding processes while transforming a dispirited group of account managers into a cohesive, highly trained team of sales specialists to improve processes, elevate customer service and attain near-zero turnover.￭ Slashed mission-critical errors 93%, elevating quality control on high-volume processes in a high-stress environment via automation with stage gates at 72 and 48 hours via a proprietary system on an Oracle platform.￭ Increased online sales 250%+ in one year, to become the a significant source of revenue. Launched an iPhone app for flight planning, fuel, trip status and more. Led development of the app in collaboration with IT and uvGO, and collaborated with Apple. ￭ Reduced permitting error rate 86%, resulting in fewer than 10 customers impacted on 80,000+ diplomatic permits for landing and over-flights per year. ￭ Launched VICEGRIP program to train and motivate staff, certifying every employee worldwide in the new processes.￭ Elevated customer value by revolutionizing the client onboarding and reboarding experience to deliver success from the first trip with onsite face-to-face relationship building. ￭ Increased revenue and profitability by negotiating contracts as the consummate “closer” on high-profile deals to create win/win solutions driving increased trust and customer satisfaction.

Houston, Texas Area

Promoted to executive role reporting to COO and directing day-to-day operations collaborating with HR , finance, logistics, training, sales and IT. Built and led a top-performing 300-member operations and customer service team with 24/7/365 call center operations. Exceed client expectations and attain ambitious business objectives as mission control for private and corporate jets. Develop strategic plans for global implementation of missions, trips, logistics, initiatives, program and offices as astute business manager and a positive motivator who instills trust. Improved Net Promoter Scores (NPS) 15% while driving revenue to $90M and launching a new state-of-the-art contact center, coordinating move of 320+ employees delivering 24/7/365 service to the new location with zero service interruption. ￭ Drove permitting revenue $10M+ at Kilimanjaro office while expanding international operations, opening offices in Singapore, Vietnam, China, Tanzania, Hong Kong and London. ￭ Generated $20M+ incremental increase in navigation fees in 3 years while increasing customer service through standardized billing with flat fees based on time spent in-country for specific regions. ￭ Drove revenue from 200% in two years by acquiring and integrating an office in Sao Paulo, Brazil. ￭ Developed Enhanced Mission System (EMS) quality control, reducing mission-critical trip issues 92%+.￭ Decreased overtime costs $100K per year while increasing volume of business.

Houston, Texas Area

Promoted to a role managing Trip Support Services, a division encompassing a 150-member trip support team (in 6 call center locations with 24/7/365 operations), flight planning, regulatory services and hotel accommodations. Developed and implemented call quality metrics. Unified and consolidated operation of Trip Support Services under a single umbrella, streamlining processes to improve workflow, control costs and elevate customer engagement. ￭ Introduced compliance training and CFR certification for 100% of staff to elevate quality and customer service. ￭ Elevated crisis response, disaster recovery and security via training planning, preparation and redundancies.

Houston, Texas Area

Attained a role managing day-to-day operations including a 150-member contact center team in 6 locations, a 24/7/365 operation. Led delivery of complex trip support service, leveraging expertise as customer service team leader and flight controller to deliver excellence for high-profile, Fortune 500 corporations and high-net-worth clients on international private or corporate aircraft.Improved customer satisfaction while reducing complaints 30% by implementing Six Sigma methodology to identify root causes of problem and implement far-ranging solutions. ￭ Attained new heights in crisis management, team leadership and customer service to seamlessly deliver services to clients and facilitate continued operations after the tragic events of 9/11. ---------------------------------------------------------------Foundational experience in customer service team leadership and as flight controller for international private or corporate aircraft.