Donna Goddard
Christ Church
Summary
Dynamic General Manager with a proven track record at International Aircraft Management, excelling in logistics management and customer service. Expert in fostering relationships and enhancing operational safety, resulting in improved employee engagement and customer loyalty. Adept at developing training programs that elevate team performance and compliance with industry standards.
Overview
37
37
years of professional experience
1
1
Certification
Work History
General Manager and Network Operations
International Aircraft Management by Signature
03.2020 - 10.2023
- Create new opportunities by developing relationships with customers and airport authorities
- Establish a culture that promotes safety through daily observations
- Formulate procedures for use in event of aircraft accidents, fire or other emergencies
- Regularly interact with customers and measure the level of customer satisfaction
- Establish a culture that promotes customer loyalty by creating an environment of increased employee engagement
- Ensure all staffing levels are maintained based on daily/weekly/monthly volumes
- Use customer feedback to constantly develop and improve capabilities and processes
- Carry out supervisory responsibilities in accordance with organizations policies and applicable laws
- Help ensure employees receive company communications and necessary training including safety, customer service standards and company values, once oriented
- Ensure training and development of employees to improve work performance and maximize employee potential
Group Manager Operations
International Aircraft Management
01.2014 - 02.2020
- Collaborate with Group Manager, Safety to develop implement and enforce procedures and policies that ensure Group compliance with the regulatory and industry standards
- Work closely with Group Manager, Business Development and Customer Service to ensure Jet Centres across group adhere to the Group's safety Management System and related ISBAH service and operations best practices
- Attend Industry trade events and coordinate Group visits to key clients
- Managed development, delivery and documentation of the Group's training and certification program for operations and security personnel
- Provided operational support and guidance to FBO Managers across the group
Operations Manager
International Aircraft Management
05.2004 - 12.2013
- Responsible for day-to-day management of Operations and Security teams of IAM Jet Centre Barbados
- Liaise with Manager, Administration to ensure all Jet Centre equipment is properly maintained good operating condition and immaculate in appearance
- Develop and maintain strong relationships with airport, authorities and vendors
- Represent IAM Jet Centre, Barbados at interdepartmental and external meetings
- Review departmental procedures and practices, ensuring documentation is kept current
- Establish a safety culture and enforce operational, security and safety procedures in the Jet Centre and on the ramp
- Effectively leads direct reports, manages their performance and conducts annual staff assessments
- Ensure service delivery standards are met and resolve customer complaints
- Work flexible schedules as required
- Complies with all company policies and procedures, including those related to customer service standards, ramp safety and security procedure
Operations Coordinator
International Aircraft Management
12.1995 - 04.2004
- Assist with daily flight activities
- Research and collation of database information
- Development of regional information sources and database
Senior Passenger Agent
Carib Express
03.1995 - 11.1995
Passenger Service Agent
Seawell Air Services
01.1991 - 02.1995
Sales Assistant/Stock Clerk
Louis L Bayley
01.1987 - 12.1990
Education
Financial Accounting Fundamentals -
University of Virginia/ Darden School of Business (Coursera)
09.2024
Everyday Excel, Part 2 -
University of Colorado Boulder (Coursera)
08.2024
Everyday Excel, Part 1 -
University of Colorado Boulder (Coursera)
06.2024
Identifying Growth Opportunities -
Signature Aviation
10.2023
OJT Aircraft Wing Walking - Advanced/Hangar -
Signature Aviation
10.2023
Internet Security And You -
Signature Aviation
10.2023
Spot The Phish Game -
Signature Aviation
09.2023
Combatting Human Trafficking -
Signature Aviation
09.2023
Wing And Tail Walkers -
Signature Aviation
08.2023
Aircraft Marshalling -
Signature Aviation
08.2023
Ergonomics -
Signature Aviation
08.2023
Skills
- Logistics Management
- Customer service
- Operations Management
- Fire Safety Awareness
- Operations understanding
- Networking and relationship building
Affiliations
- National Business Aviation Association
- International Operators Committee Regional Caribbean Lead
Certification
- Identifying Growth Opportunities, Signature Aviation, 10/31/23
- OJT Aircraft Wing Walking - Advanced/Hangar, Signature Aviation, 10/31/23
- Internet Security And You, Signature Aviation, 10/31/23
- Spot The Phish Game, Signature Aviation, 09/30/23
- Combatting Human Trafficking, Signature Aviation, 09/30/23
- Wing And Tail Walkers, Signature Aviation, 08/31/23
- Aircraft Marshalling, Signature Aviation, 08/31/23
- Ergonomics, Signature Aviation, 08/31/23
- General Aviation Certification, Signature Aviation, 08/31/23
- General Aviation Security, Signature Aviation, 08/31/23
- SOP Recurrent Assessment, Signature Aviation, 07/31/23
- DGR Cat 8 Initial (Dangerous Goods), Signature Aviation, 12/31/22
- Customer Service: Handling Abusive Customers, LinkedIn, 06/30/22
- Incident Reporting, Signature Aviation, 06/30/22
- Fire Safety Awareness Training, Signature Aviation, 02/28/22
- Hiring For Success, Signature Aviation, 05/31/21
- Finance For Field Management, Signature Aviation, 05/31/21
- Accounting For Field Management, Signature Aviation, 02/28/21
- Courses in Information Technology, Barbados Institute of Management & Productivity, 08/31/08
References
- Rosalind Jackson, Managing Director, Caribbean Catalyst Inc, 2 Locust Hall, St. George, 1 246 266-1946
- Paul Worrell, Founder/Retired Chairman, I.A.M Jet Centres Caribbean, #51 Crane Haven, St. Philip, 1 246 262-9767
Timeline
General Manager and Network Operations
International Aircraft Management by Signature
03.2020 - 10.2023
Group Manager Operations
International Aircraft Management
01.2014 - 02.2020
Operations Manager
International Aircraft Management
05.2004 - 12.2013
Operations Coordinator
International Aircraft Management
12.1995 - 04.2004
Senior Passenger Agent
Carib Express
03.1995 - 11.1995
Passenger Service Agent
Seawell Air Services
01.1991 - 02.1995
Sales Assistant/Stock Clerk
Louis L Bayley
01.1987 - 12.1990
Financial Accounting Fundamentals -
University of Virginia/ Darden School of Business (Coursera)
Everyday Excel, Part 2 -
University of Colorado Boulder (Coursera)
Everyday Excel, Part 1 -
University of Colorado Boulder (Coursera)
Identifying Growth Opportunities -
Signature Aviation
OJT Aircraft Wing Walking - Advanced/Hangar -
Signature Aviation
Internet Security And You -
Signature Aviation
Spot The Phish Game -
Signature Aviation
Combatting Human Trafficking -
Signature Aviation
Wing And Tail Walkers -
Signature Aviation
Aircraft Marshalling -
Signature Aviation
Ergonomics -
Signature Aviation
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