Aviation for Women

JUL-AUG 2018

Aviation for Women is the flagship member publication of Women in Aviation International. Articles feature women who have made aviation history, professional development ideas, and current-topic articles.

Issue link: https://afwdigital.epubxp.com/i/995717

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Page 25 of 52

J U L Y / A U G U S T 2 0 1 8 AviationforWomen 23 that every experience and every interaction is a positive one. My job is to exceed expectations and make people happy," she says. The job is not without challenges in an industry that is always changing, and it takes a lot of effort to be proactive rather than reac- tive. "We are our customer's subject matter experts. We want them to know well in advance when change is on the horizon. Change is hard, but ensuring everyone has the time they need to adapt makes it a much easier process for ev- eryone," Chris explains. "No two days are alike," says Lisa Heppell, a jet fuel compli- ance specialist. Lisa joined Ir- ving in 2004 and became dedi- cated to jet compliance in 2014 after completing her master's in business administration. "My roles in customer support, dispatch, and logistics gave me the foundation around aviation and their specialized require- ments. I became intimately fa- miliar with their unique stan- dards working directly with terminals, transportation, air- ports, and FBOs in the supply chain. The most challenging part of the job is understand- i n g a n d a n t i c i p a t i n g h o w any change—no matter how small—can have an impact on the customers." "Ever y action ha s a reac- tion, so everyone involved in decision-making, from stan- dard associations, to opera- tors, to customer contract s really needs to understand the operations at a granular lev- el to ensure that any changes made will not have an unde- sired impact anywhere else," Lisa explains. "The best part of the job is seeing the smiles on custom- ers' faces or hearing their laugh over the phone. Seeing positive change as a result of our actions is definitely the most rewarding part of my job," she adds. The corporate culture of Ir- ving Oil encourages employee growth and skill enhancement, ultimately fostering that growth with ongoing professional and educational opportunities. Louisa Lamb, WA I 74397, and a jet fuel sales representative for Canada and the U.S., earned her master's in business administration through Irving Oil's MBA program in 2011. "I was fortunate to be selected. The program pro- vided me with some great skills I use in my day-to-day work. Annu- ally, I attend as many industry events as I can to garner the special- ized aviation knowledge. Irving also ensures all relevant training certification is provided and maintained," she says. Some members of the Irving Oil team knew they'd be working in aviation at an early age, such as Tara Blackmore, who notes grow- ing up in the aviation town of Gander, Newfoundland, led her to her position as flight service coordinator. "I grew up with an interest in different aircraft types and where they flew around the world. The travel and tourism field was what I focused on, and the characteristics of that led to the airport. I found that meeting different nationalities from all over the world was such a learning tool that I wanted to follow the avia- tion world," Tara says. This fall Tara will mark her 26th year with Irving Aviation. Irving Oil is the kind of place that people want to work and stay. There's room for advancement in the company, says Susan Duffley, WAI 74395, and senior manager of Canadian Wholesale, Specialty Jet & FBO Operations. "I have been employed with Irving Oil for 30 years. The past 15 years of my role have been focused on supply chain optimiza- tion and excellence in customer service delivery. The FBO avia- tion function of our business is both unique and is complimen- tary to our jet supply chain that expands from Newfoundland to Massachusetts. When asked to lead this business line and team of 50-plus employees, I was excited to say the least. Regardless of my years, I am constantly seeking to learn more. I have attended several executive programs on leadership and business manage- ment. The most recent program was marketing and customer re- lations from Harvard Business School in 2011," Susan says. She also holds a master's in business administration along with education in software engineering, financial management, and ac- counting. The academics have given her the tools to work effective- ly in an industry where a miscommunication could be a disaster. "The nature of the business makes communication skills key," she says, adding, "Communicating change can be a challenge. We are a 24/7 operation with employees that work various shifts. En- suring that everyone has the information and tools they need to perform their job well is any leader's priority. As the senior man- ager, it is my responsibility to ensure we are ahead of the market and anticipating these changes. We work directly with flight crew, pilots, commercial airlines, and the military. Ensuring their needs are met and their experience with Irving Aviation has been delight- ful means so much." And it's apparently working, Sarah Irving notes. "The team real- ly does a wonderful job—they're focused on the customer, on pro- viding the best possible experience for each and every person who comes through our door. We take great pride in serving our cus- tomers and are thankful for their business." ✈✈ . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Meg Godlewski, WAI 8165, is a seven-time Master CFI and an active instructor. A regular AFW contributor, Meg is also a video writer for MzeroA.com and presenter for the AOPA Rusty Pilot program. Lisa Heppell Chris Taylor Louisa Lamb Tara Blackmore Susan Dufey

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