In honour of Customer Service Week, we are excited to shine a spotlight on our Eastern Regional Customer Service Manager, Vicki.
Vicki’s journey into aviation customer service began in 2001 during her second year of studying Tourism and Travel at Cambrian College. She started her career at Bearskin Airlines as a part-time Customer Service Agent (CSA) at the Sudbury airport. After graduating, she transitioned to a full-time position, where she received the opportunity to help open new counters in Ottawa, Kitchener, Buttonville and Montreal. She also travelled across the network, training CSAs and providing Dangerous Goods Awareness training to employees. By 2011, Vicki became a Customer Service Supervisor, setting her sights on joining the management team. “I’ve always been focused on growing with the company and becoming a part of the leadership team,” she says. Today, she’s a Regional Manager and has been with Bearskin Airlines, now a division of Perimeter Aviation, for more than 20 years, drawn to its tight-knit, and family-oriented environment.
When asked her favourite part of customer service, Vicki says, “I love being part of an industry that helps people get where they need to go. As a Regional Manager, she finds fulfillment in facing the fast-paced challenges of the aviation industry. “While bad weather and unexpected disruptions can be frustrating for travellers, I focus on ensuring that our operations run as smoothly as possible to maintain safe, on-time departures and meet passenger expectations,” she explains. She adds, “Communication with my team is key, especially during irregular operations.Keeping my team energized and motivated is one of my favorite parts of the job, especially when we’re dealing with tough situations.”
For those thinking of a career in aviation customer service, Vicki advises, “Prepare for an exciting ride. This industry is constantly evolving, and if you love learning, problem-solving, and working in a fast-paced environment, aviation could be the perfect fit.”
Vicki’s leadership and passion for customer service inspire all of us at Bearskin Airlines. She reminds us that, through teamwork and dedication, we can overcome any challenge and deliver an exceptional experience to our passengers.
