About Me
Throughout my career, I have had the great fortune to work on some truly inspiring projects, with some truly amazing people. I have been blessed to be bitten by the 'aviation bug' over 25 years ago, and regardless of where the proverbial wind blows, I remain steadfast in my love for this industry. I have fallen in love with the idea of being a Caribbean Woman. My pleasure is now doubled, since 2010, as I am able to share, grow and learn from some of the most beautiful and smartest people across the region.
The journey continues. My goal is to make an impact in as many ways as I can, never bridled by the limitations. I am based, always, in gratitude and a determination to continue to create memorable experiences for all of whom I come in contact with.
I am
Norma
Williams
#cuteandguhthrough
My Life of Training, Navigating and all things Fabulous
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2010-Present
Successfully staged a LEADERSHIP SEMINAR for Cabin Managers , "BORN TO FLY'' focusing on Post Pandemic Leadership, Self Balance, Personal Branding, Customer Experience and Wines.
Re-Designed and Managed the certification of Pandemic Crew Qualifications through Training Programmes in order to allow the operation of flights.
Manage the welfare of all Kingston Based Cabin Attendants.
Conducted Recurrent Training for approx. 100 Kingston-Based Cabin Crew and 40 Pilots annually.
Completed Check Flights and monitored the performance of work teams to ensure the Caribbean Airlines brand is optimally represented at all times.
Monitored the Image of the Cabin Attendant to ensure that it is in compliance with the regulations.
Conducts airport audits to ensure on-going compliance.
Hosted Wines 101 and RUDIMENTS OF RUM (JWN certified courses) for 25 cabin crew.
Completed Cabin Crew KPI assessments.
Successfully Co-Instructed over 100 Cabin Crew (Initial and Recurrent Training POS 2012 and 2014)
Co-Created and Co-Facilitated 2013 Leadership Empowerment Action Plan (L.E.A.P.) Sessions . Successfully empowered and enhanced the Personal Brands of Jamaica-Based staff (Cabin Crew, Purser, Pilots, Engineers, Customer Service, Reservations, It, Security)and 60 contracted Montego Bay-based staff members.
Successfully completed the detailed study of the TTCARs.
Assisted in the 2011 transition training of approx. 100 Cabin Attendants to meet the Regulatory standards of the TTCAA.
Successfully managed the re-introduction to flying through requalification training of the Kingston Crew, using both Virtual and face-to-face competency-based training.
Co Created the Annual Recurrent Training Programme for both Pilots and Cabin Attendants.
Co Created the Training Programme for the induction of the 737 Max aircraft.
Developed and completed the successful 2nd staging of the 'BORN TO FLY' Purser Leadership and Empowerment Programme.
2000-2010
Completed IOSA Compliance documents 2006 and 2008
Completed detailed Airbus Acquisiton cabin checks on behalf of Air Jamaica 2004-2006.
Successfully completed approx. 12 revisions of the 520 Cabin Crew Manual 2004-2010
Wrote the 2000 edition, the 2004 and 2006 revisions of the Air Jamaica Cabin Crew 522 Training Manual.
Co-Instructed (Initial Training) approx. 300 Flight Attendants
Successfully completed Purser Training (5 -day Seminars) using instructional, practical and line-based training techniques.
Designed and successfully conducted a one-day Purser Intervention Leadership Seminar with the Executive assistance of Peter Bunting the then CEO of DBnG
Successfully completed recurrent training for all Flight Attendants including Annual Competency based Crew Resource Management, First Aid, Evacuation and Fire Fighting drill.
Wrote Examinations for testing of Flight Attendants.
Administered Training Website resulting in successfully meeting all requirements stipulated by the authority for E-Learning.
Aviation Achievements
Successfully completed the 2000 edition of the Air Jamaica 522 Cabin Crew Training Manual.
Created a team-financed, Wine Course for 400 JM Flight Attendants to enhance the 2004 Service Refresher Training. The success was measured by the positive customer feedback from the enhanced London Service.
Conceptualized, designed and managed the IT department's 2006 implementation of the Air Jamaica training website. Originally designed for Flight Attendants, it became the training site for all staff which saved the Company approx. 500 Pilot and Flight Attendant days p/y and reduced the travel requirements of DG and Security instructors resulting in massive savings.
Designed and executed a Purser Leadership Intervention workshop to address leadership issues. This course was successfully delivered to all Pursers along with Peter Bunting of DBnG.
Co-created and co-facilitate the Leadership Empowerment Action Plan (L.E.A.P) . This programme successfully introduced to all Jamaica-based staff, the concept of Corporate Branding and its link to the Employee's Personal Brand. CEOs and other Master Facilitators delivered on relating topics.
Other Achievements
Created 'BORN TO FLY' the 2019 Customer Experience Training Master Class.
Created BrandED a Personal Branding and Coaching Programme that addresses the excellence of Presentation.
Co-Facilitated the 2017 Social Intervention Programme, Bold Girls which has successfully trained over 100 teen girls.
Co-created the Children Empowerment Fashion event, Island Child Style, launched under the mantra 'The Most Beautiful Child is a Confident Child'. The event won the Jamaica Observer's award as one of Fashion Moments of 2018.
Addressed over 800 Sagicor staff on Motivation and the Importance of Image/Personal Branding at the Company's international motivational seminar, SMS.
Addressed the Annual MDS National Pharmacist Conference as a 'Key-Note' Speaker.
Conducted 2 eight hour Customer Experience training session for BDO Accounting.
Conducted Annual one-day Customer Experience training sessions at Orion Sales, successfully improving sales due to better Customer relations.
Delivered Key Note addresses at 'Blast Off' motivational activities for Guardian Life, Broadbent Vision Care Group, Billy Craig Ins and International Women's day for EXIM bank among others.
Created an image change for several celebrities and one of the islands leading female contractors.
Managed the image of the Leader of the Opposition during the Party elections.
Customer Experience Chronicles
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." – Maya Angelou
ACADEMIC ACHIEVEMENTS
1978-1985
Wolmers High School for Girls
7 CXC
3 A Levels
September 2000 - December 2004
Bachelor of Science
Business Administration
Nova South Eastern University
2000-2021
Professional Certifications
2002 - Instructional Design and Deliver IATA Certification
2005 - Fine Dining, Wines and Service Delivery
2005 - Wines - French Vineyard Wine Production Training
2007 - Self Defense for Aviation
2007 - Crew Resource Management & Human Performance Training
2007 - Safety Management Systems
2008 - FAA Bloodborne Pathogens and First Aid AED Training
2014 - FAA Survival Training
2015 - Competency Based Instructor Training
2020 - WBEC Coaching Certification
2020 - Virtual Instruction Training
2020 - Customer Experience Training
2021 - Specialised FRED University Leadership Training
2022 Human Performance Instructor Certification
