Michael Waskom

Customer experience and operations leader with experience across aviation, hospitality, retail, insurance, call-center service, and logistics. Builds accountable teams, practical operating systems, and training programs that strengthen service consistency, employee capability, client retention, and day-to-day execution.

Client Service Manager - Paragon Flight Training Co. - Fort Myers, FL

• Lead a 10+ member Student Ambassador/client-service team supporting students, flight instructors, admissions, scheduling, accounting, leadership, and daily training operations across multiple locations.
• Built structured employee-development and recurring coaching programs using individualized goals, competency matrices, performance milestones, accountability standards, and practical leadership development.
• Design and deliver onboarding, service/hospitality training, operational cross-training, and new-hire development covering communication, enrollment, payment processing, scheduling, student support, and professional standards.
• Drive process improvement through SOPs, checklists, training resources, workflow audits, performance tracking, and standardized documentation; support student-success and retention workflows from enrollment through checkride follow-up.
• Supported PilotBase implementation and operational transition, including team training, workflow readiness, student-account processes, scheduling, billing, and cross-functional vendor coordination.

Call Center Associate - Solera / Lynx - Remote / Fort Myers, FL

(2022-03)

• Handled high-volume inbound and outbound customer contacts while maintaining service, quality, documentation, and professional call-flow standards; resolved issues through accurate, solution-focused communication.

Store Manager - GNC Live Well - Fort Myers, FL

• Led hiring, training, scheduling, sales, merchandising, inventory, cash controls, reporting, and daily operations; exceeded monthly sales goals 10 consecutive months and achieved the district's #1 store ranking across sales goals.

Front Office Manager / Supervisor / Lead - Marriott Hotels - Texas

• Progressed through front-office leadership roles overseeing guest service, staff development, scheduling, cash controls, service recovery, and operating standards; earned 4.8/5 guest-satisfaction results and maintained greater-than-93% guest satisfaction.

Warehouse Associate - Amazon Sortation Center - Florida

• Supported fast-paced sortation and logistics operations with a focus on accuracy, productivity, safety, teamwork, and on-time package flow.

Licensed Insurance Sales Agent - Optum

Store Manager - Blockbuster Video

Independent Contract Driver - Uber & Lyft

Associate of Applied Science - Tyler Junior College, Tyler, TX