Sam Lawrence

Experience

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  Orlando Sanford International Airport (SFB)

  Jun 2006 - Jun 2007

  Airport Operations Supervisor

  In this role, I directed landside logistics, such as assigning gates to aircraft and monitoring the flow of passengers boarding and unloading from flights.Key achievements in this role included:➣ Airport Management: Monitored daily operations for compliance with standard operations procedures and federal aviation regulations. Managed daily airport functions, oversaw traveler safety, and assisted other personnel at domestic and international terminals. ➣ Operational Delivery: Assisted with the supervision of ground handling services and passenger loading; oversaw and helped troubleshoot any issues that arose within the terminal or with passengers.➣ Emergency Logistics Management: Managed landside logistics during and after an emergency landing of an MD-80. Coordinated an investigation of a passenger fatality over international waters with various federal, state, and local authorities upon arrival of the aircraft. Show less

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  Phoenix Aviation Managers

  Jul 2007 - Nov 2010

  Pleasure & Business Underwriter

  As Pleasure and Business Underwriter, I underwrote appropriate terms and training requirements for prospective clients. I also fostered positive, long-term relationships and educated insurance agents in policy language and interpretation.Key achievements in this role included:➣ Risk Management: Assessed risk and underwrote appropriate terms and training requirements for each prospective client. Developed underwriting guidelines with the Pleasure and Business Senior Vice President for the Department’s seaplane program.➣ Leadership: Created and managed the Pleasure & Business Department in Seattle branch office with the responsibilities of winning new business and renegotiating terms of existing policies; delivered ~$3M of business to the organization over nine months. ➣ Interpersonal Communication: Combined relationship-building and robust work quality standards to create successful business connections with insurance agents. Represented the company at various aviation functions while engaging with agents and current and prospective customers. Show less

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  Airbus

  Dec 2010 - Aug 2021

  As a CSD my customers were American Airlines, JetBlue Airways and Frontier Airlines. I led cross-functional teams to support daily airline operations, customer support initiatives and multiple simultaneous large-scale programs. Ensured customer satisfaction within American Airlines, JetBlue Airways and Frontier Airlines by managing relationships with working, senior, and executive leadership–level customers while facilitating clear, cross-functional communication between teams. Drove successful business development and change by collaborating with management and external organizations to develop strategic plans based on market knowledge and key analyses.Key achievements included:➣ Project Management & Leadership: Oversaw high-priority, large-scale projects with successful collaboration across internal and external teams. Conducted market research and analysis to make strategic decisions that affected the course of business development.➣ Customer Support: Resolved escalated issues quickly and efficiently. Identified commercial, personnel, and fleet issues to streamline operations and promote a positive experience.➣ Sales: Significantly increased sales by working closely with internal sales teams to identify new opportunities. Show less In this role, I managed a portfolio of 5 airlines and 15 suppliers providing: avionics, system, powerplant and interior parts for Airbus aircraft. Additionally, I spent 6 months heavily focused on a '"get-well" cabin project aimed at correcting defects and improving customer satisfaction for a major US carrier. In addition to my daily tasks, I also spearheaded a diversity initiative at Airbus Americas and served as an ambassador for a similar initiative in Europe.Key achievements included:➣ Project Management: Spearheaded customer satisfaction initiatives. Launched program to improve diversity and inclusion in the workplace.➣ Customer Satisfaction: Fostered positive relationships with customers and suppliers. Analyzed customer feedback to create new policies and resolve ongoing issues. Show less In this position at Airbus Americas, I used my extensive industry knowledge to assist in multibillion-dollar aircraft sales campaigns. I also served as Assistant Director of the Crisis Control Team.Key achievements included:➣ Aerospace Industry Research: Wrote a newsletter on emerging trends within the industry.➣ Event Marketing: Represented company at trade shows, events, and conferences. Established key relationships with industry leaders.➣ Campaign Management: Contributed to Airbus' sales goal by advising team on current campaign strategies and competitor strengths. Directed United Way fundraiser at eight sites nationwide. Show less

  • Customer Support Director

    Dec 2017 - Aug 2021

  • Supplier Support Senior Manager

    Jul 2014 - Dec 2017

  • Strategic Marketing Analyst

    Dec 2010 - Jul 2014
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  Satair

  Aug 2021 - May 2023

  Head of Sales and Support, Region II

  Led a team of 8 Account Directors focused on exceeding sales goals while simultaneously managing customer support topics through to resolution. Using my industry experience and organizational knowledge, I supported my team members with a coaching approach. I championed best practices as well as more efficient ways of working - all while maintaining focus on building relationships, increasing sales and providing top-notch customer support.

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  Airbus

  May 2023 - now

  Customer Account Director

  Responsible for creating and nurturing relationships with prospective and existing customers to support the placement of Airbus aircraft and services. By building trust and developing a deep understanding of the customer’s business, we are able to find opportunities which are mutually-beneficial while striving to exceed customer expectations.