Edwin Ferguson

Be the primary point of contact for clients and build long-term working relationships. Administer new member contracts, collaborating with legal to validate terms and ensure timely execution. Partner with Finance and Accounting teams to manage account funding, proactively resolve billing issues, and handle escalations. Support the quoting and booking process by preparing proposals and assisting with off-fleet travel arrangements. Evaluate customer funding amounts during funding period and make recommendations to the client based on historical spend and routing. Qualify prospective private aviation clients, uncovering travel needs and converting from a prospect to a membership or charter customer.

Qualify prospective private aviation clients, uncovering travel needs and aligning leads to the appropriate Sales or Charter Executives. Maintain ongoing engagement with unresponsive leads through strategic outreach to maximize conversion potential. Serve as a bridge between marketing-generated leads and sales execution, ensuring smooth handoffs and accurate profiling. Re-engage dormant leads to reassess new travel needs and reactivate in the sales process.

Provide specialized support to the Current Day and Flight Concierge teams. Provide on-site support at FBOs to Wheels Up members. Coordinate International Flights. Coordinate Temporary Flight Restrictions and Notice to Air Missions with members who are affected by the TFR or NOTAM. Provide training and mentorship to new employees and support them as they start on the Member Services floor. Serve as a Subject Matter Expert to the Member Services department and provide support to team-members as needed.

Book flights and ground transportation for members. Quality check trips and ensure they have the necessary information and documentation for on time departure. Communicate effectively and accurately with members. Provide members with a white glove service focusing on a positive customer experience.

Provide classroom technology support to instructors and students using Engaged Active Student Learning (EASL) spaces. Answer phones and direct callers to correct office or department. Assist instructor in facilitating hybrid or virtual courses via Zoom and the Canvas LMS. Provide support to users of the Canvas LMS. Provide support to other faculty and staff members as necessary.

Maintain company information systems, devices, and peripheral devices. Provide support to internal and external users that are accessing or utilizing company devices or systems. Write and maintain the Acceptable Use Policy as well as any other policies related to company devices and systems. Work with outside companies and other agencies on seamless systems such as computer aided dispatch and mobile radio networks. Develop and publish training material as well as facilitate training courses on company software and devices. Track and produce monthly reports on emergency and non-emergency calls and trends in the change month to month and yearly.

Responded to emergent and non-emergent calls for service and provided emergency and non-emergency medical care to the public. Completed accurate and detailed patient care reports and collected insurance/billing information for submission to billing office. Interacted with members of the public as part of PR campaigns and career days. Cleaned and maintained all apparatus and ensured they are ready to respond to calls for service.