Monica Kacperczyk Email & Phone Number

As a Senior Account Manager I am responsible for overall relationship management, regularly monitoring customer usage, developing programs to enhance customer success, and increasing revenue. As a FlightBridge expert and customer advocate I also:- Help troubleshoot support and integration issues, recommend, draft and prioritize new feature requirements, while working closely with our Development, Product Owner and QA teams. - Communicate FlightBridge product offerings and value proposition to users and prospects. - Uncover business needs, technical requirements, and the buyer’s purchasing process.- Work closely with technology partners in setting up API credentials, testing connections and onboarding mutual clients.- Together with team, I create in-app onboarding guides, new product walk-throughs, and knowledge base content. - Conduct FlightBridge demos to prospective clients and training/walk-through sessions to existing users, both online and in-person at industry conferences.

FlightBridge is the technology platform connecting Private Aviation with their trusted network of trip service vendors and partners. As an Account Manager I serve as the central point of contact for private and business aviation customers. Working with users from product demo, on-boarding, training, adoption and ongoing usage, I provide excellent customer support, monitor customer usage, and work to ensure that all FlightBridge technology and management tools are used for maximum benefit and added value. Job responsibilities include:-Maintain excellent relationships with FlightBridge customers– aircraft operators, brokers, flight department administrators, schedulers & dispatchers, pilots, FBO personnel, and vendor and partner representatives.- Communicate and reinforce the FlightBridge product offering and value proposition to customer accounts. - In collaboration with the operations and support teams, conduct operator account set up, and manage the systems integration process and the implementation and adoption of programs within agreed time frames.- Thoroughly understand customer issues, provide solutions and address concerns. Identify when a customer issue or request needs to be elevated. - Conduct quarterly account reviews with primary contact at customer location. Analyze account activity and drivers of customer usage behavior to identify opportunities to speed adoption and full utilization of FlightBridge. - Collaborate with sales team to develop and implement programs to support revenue-generating opportunities.- Communicate work progress and account/location unique requirements to the team on an ongoing basis. - Create and conduct customer surveys, analyze results, collect testimonials and provide feedback.- Develop account communication strategies to alert customers to FlightBridge updates, enhancements and innovations as well as any technology issues.

Wheeling, Il

Business Air Source is a private aviation company which offers sourcing for domestic and international operators, database management, vendor relations and wholesale representation. Among my many responsibilities, I initiate and oversee:- Creating and maintaining relationships with clients to ensure BAS is viewed as an essential tool which helps drive their profits- Maintaining positive vendor relationships domestically and worldwide- Auditing and archiving aircraft operator records to ensure safety and quality compliance is met- Administering policy and procedure reviews to meet business objectives of knowledge and sales efforts- Identifying areas of process improvement for creating reports, remitting quotes and invoicing trips- Acting as the office manager by creating employee schedules, handbooks and purchasing of products- Traveling as needed to represent the company and meet with Clients - Delegating tasks, monitoring output and rewarding positive contributions

Wheeling, Il

After serving as a client services representative, I was chosen to lead the client services team. In this role, I adeptly managed operational support, including:- Coordinated client services through the maintenance of inquiries, sales team support, trip-coordination, and communication with flight crews and ground personnel- Served as the account manager for several VIP accounts- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas- Addressed customer concerns, demonstrating empathy and resolving problems swiftly- Promoted to Manager of Client Relations in 2012- Managed performance of team members through coaching, feedback, and by communicating objectives, expectations, and requirements based on company policies

Wheeling, Il

Priester Aviation focuses on aircraft management, aircraft charter and related aviation services. It has grown from a small Midwestern company into a national organization with a global presence. As a CSR, I worked with high profile clientele who require a high degree of discretion and professionalism. In doing so, I:- Reliably handled direct inquiries on charter service pricing and availability- Scheduled and coordinated flights using the Flight Operations System (FOS) - Became an essentail part of the Sales team, serving as main contact point for many private clients- Provided communication updates with flight crew and ground personnel

Chicago, Il

Atlantic Aviation provides fixed base operations to aircraft owners and pilots, including a dedicated concierge, facilities, and a rewards program in many locations across the U.S.In this role, I assisted corporate flight departments in arranging services for their clients, flight crews, and aircraft, including:- Educated clients on promotions to enhance sales- Supported office operations including answering calls, dispatched fuel orders, completed sales transactions, arranged catering, ground transportation and hotel accommodations- Prepared daily inventory of JET-A, 100LL, diesel and glycol using MS Excel and the POS system- Developed and implemented training procedures- Collected customer feedback and made process changes to exceed customer satisfaction goals

Chicago, Il

As an intern, I assisted in the smooth flow of operations, including research, organization, and data compilations for Airport Operations at Midway International Airport.