X-1FBO Promotes Caroline Corrales as its Very First VP of Customer Success
June 17, 2020
Palmetto Bay, FL – GMSTEK, LLC (“GMSTEK”), the developer and marketer of the industry leading X-1FBO suite of software and hardware products for General Aviation, today announced the appointment of Caroline Corrales as its very first Vice President of Customer Success.
As the number of FBOs choosing X-1FBO to help run their businesses continues to grow CEO, Jim Wiley felt that it was important to formalize the culture of customer service that has driven the success of X-1FBO by organizing all of the customer support functions into a department that exists solely to drive the success of our FBO customers. With the appointment of Caroline as the Vice President of Customer Success she will oversee both the Implementation & Training and Customer Support teams at X-1FBO. In her role as Director of Customer Support, Caroline drove new initiatives like the Customer Support Chat tool that has been very popular with X-1FBO customers and their staffs.
Caroline started her General Aviation career with Landmark Aviation as a Customer Service Representative. After only eight months, she was promoted to CSR supervisor where she had 10 CSRs reporting to her at a demanding FBO. Determined to make her group the best in the Landmark chain, she initiated many programs designed to improve her team’s capacity to deliver the best customer service. They included a unique “Surge” system designed to ensure excellent customer service even during major events such as football bowl games. Her training programs were fun and drove competence. She implemented a metrics-based management system. The result was that her team was ranked # 1 in the Landmark chain year after year.
Her next position was Customer Service Manager at one of the fastest growing FBOs located at one of the fastest growing airports in the country, Fontainebleau Aviation at Opa Locka. At Fontainebleau, she led the CSR team at an FBO that was growing by double digits year over year and doubled its market share on an extremely competitive field.
Two years ago, Caroline came to GMSTEK as Director of Customer Service. Her assignment was to build a team to train and serve the users of the most innovative software and hardware solutions to be offered to FBOs and the rest of General Aviation in decades. During her tenure, she has initiated many innovations such as Chat Bots and silent videos for CSRs who have demanding customers standing in front of them – all designed to drive customer satisfaction, while making the CSR’s job easier.
According to Jim Wiley, CEO, “Caroline’s outstanding capabilities and dedication to bringing about the digital transformation of the FBO business have resulted in her recent promotion to Vice President of Customer Success. Introducing not just technology but new ideas and processes to FBOs across the world is challenging, and she excels at it.” Continued Wiley, “In my 25 years plus in General Aviation, Caroline matches up with the best in terms of dedication, smarts, and competence. She has been a lynchpin in our success, going from a scrappy start up to a technology leader in General Aviation. She’s great for the industry, and she’s great for our company.”
Jim Wiley, Co-Founder & CEO, (786) 625-5070, email@example.com
Stephen Sandler, Co-Founder & CFO, (786) 625-5075, firstname.lastname@example.org
X-1FBO Marketing Team