Debbie Clarke
Portugal Cove,NL
Summary
Versatile Customer Experience & Airport Operations Manager with over 20 years of experience focused on developing and maintaining the highest level of Airport Safety, Security and Compliance throughout a network that covered 33 airports. My career has given me the opportunity to work closely with government agencies such as Transport Canada & Canadian Transportation Agency on development of new policies with focus on airport/airline & staff policy compliance and while enhancing Customer Experience. Organized and systematic with natural relationship-building and leadership talents. Specialized experience in airline operations, interpreting aviation regulations, and proven leadership in building a strong team.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Station Manager YYT
Executive Aviation
St. John's, Canada
03.2023 - 06.2024
- Oversight over daily airport operations, ensuring safety, efficiency, and adherence to regulations
- Key tasks include coordinating staff, managing emergencies, and liaising with other airlines and external agencies
- Fostering relationships within the airport; stakeholders, all airlines and member of the AOC
- Coordinating with airport security and law enforcement agencies to ensure a safe and secure airport environment
- Creating and implementing emergency response plans to handle crisis situations, including inclement weather, security breaches, and other unforeseen events
- Monitored staff operations to comply with administrative policies and procedures, safety rules, contracts and government regulations
- Reviewed operational and financial reports to meet station goals and objectives
- Analyzed expenditures to create budgets for increasing profits and improving delivery of services
- Implemented new technologies into existing processes to improve operational efficiencies
Director of Sales
Holiday Inn Express & Suites
St. John's, Canada
11.2020 - 11.2021
- Strategically managed revenue streams by establishing sales targets, deployment strategies and go-to-market initiatives
- Developed training materials and conducted training sessions for staff on emergency preparedness protocols
- Investigated accidents or incidents to determine causes and recommend preventative measures
- Increased business revenue through proactive management of relationships and sales strategies
- Maintained active sales contacts with assigned accounts to keep communication open, and capture consistent revenue
- Assisted in the implementation of emergency response plans and procedures
- Established relationships with external partners such as the Red Cross, EMTs, police officers and other government entities involved in disaster relief efforts
Customer Service Manager/Stations Operation Manager
PAL Airlines
St. John's, Canada
06.2010 - 04.2020
- Responsible for revenue, service & safety performance of 33 stations within Newfoundland & Labrador, Quebec, Nova Scotia and New Brunswick
- Drove quality customer experiences by leading retention strategy development and conflict resolution to improve overall support delivery
- Initiated the development and implementation of customer service management training for all front-line staff
- As a part of the Executive Commercial Team, I was responsible for all Emergency Response Training and Development for all 33 stations
- Attended extensive training with United Airlines in the US for Emergency Response Planning, Crisis Management and a member of the Eastern Canada Go Team
- Attended at least 6 Airport table top or live incident exercises throughout our network per year
- Updates to Standard Operating Procedures manuals & training, as required, to ensure we were current with regulatory requirements
- Worked with all regulatory agencies to interpret and apply aviation security regulations
- The liaison between CTA and PAL to ensure our airports and airline were in compliance with all new regulations for Persons with Disabilities
Education
Advanced Diploma - Emergency Response & Crisis Management
United Airlines
Chicago03.2018
Indigenous Relations
Gardiner Center
St. John'sManaging A Respectful Workplace
Gardiner Center
St. John'sTransportation -Travel Studies
Career Academy
St. John'sSkills
- Airport Operations
- Security
- Logistics
- Emergency Response Planning
- Program Development
- Passenger Experience Enhancement
- Revenue Management
- Budgeting
- Planning
- Leadership
- Exceptional Analytical Skills
- Incident Investigations
- Accident Investigations
- Safety Management Systems
- Risk Assessments
- Customer Service Management
- Stakeholder Engagement
- Team Building
- Mentoring
- Safety Culture
- Adaptability in High Pressure Situations
- RAIC Holder
Certification
- Continued education in many emergency response exercises and training over the last 15 years.
- Valid Restricted Area Pass with Transport Canada.
- Dangerous Goods Awareness and safety.
- Management level courses in Mastering Time Management, HR Policies, Team Building.
- Circle of Excellence Award received in 2018 was an honor to be the one chosen out of 1250 employees in PAL Airlines and Pal Aerospace.
- Working group with Canadian Transportation Agency on passenger accessibility, policies surrounding on board regulations such as emotional support animals, service animals and allergy protocols etc.
Accomplishments
- Received the Exchange Income Corporations highest award; Circle of Excellence in 2018.
- Jock English Award for Customer Service Supremacy.
- St. John's Board of Trade Team award for Customer Service & Reliability.
- Transport Canada level security clearance.
- Developed Training programs for security & safety compliance.
Timeline
Station Manager YYT
Executive Aviation
03.2023 - 06.2024
Director of Sales
Holiday Inn Express & Suites
11.2020 - 11.2021
Customer Service Manager/Stations Operation Manager
PAL Airlines
06.2010 - 04.2020
Advanced Diploma - Emergency Response & Crisis Management
United Airlines
Indigenous Relations
Gardiner Center
Managing A Respectful Workplace
Gardiner Center
Transportation -Travel Studies
Career Academy
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