Joni A. Donald
Kingston
Summary
9 Years Business Process Outsourcing experience with knowledge of recruitment procedures, human resource policies and labor laws. Certified Sigma Six Yellow Belt. I am an owner and driver of KPI's ensure targets are met and exceeded on a consistent basis. Diligent Supervisor with solid background in overseeing daily operations and ensuring process efficiency. Proven track record of optimizing workflows and enhancing team performance to achieve company objectives. Demonstrated leadership in managing cross-functional teams and implementing strategic improvements.
Overview
17
17
years of professional experience
Work History
Operations Supervisor
The Office Gurus
06.2022 - Current
- Responsibilities include supervising ten (10) Team Leaders ensuring they are properly developed for succession planning, completing reports such as Weekly, Monthly and Annual Business Review, driving the performance to the team to meet Key Performance Metrics
- Assist in the recruiting and payroll process, ensure agent engagement, monitor attendance trends, and be responsible for the day to day running for the account
Senior Team Leader / Customer Service/ Sales/ Collections
Advantage Communications
05.2017 - 12.2022
- I currently oversee three (3) departments and four (4) Team Leaders who report directly to me
- My responsibilities include and not limited to handling client escalations, triad sessions, ensuring coaching target are met in quantity and quality, monthly presentations to clients (MBR), weekly internal business updates (ATM), cascading information from client meetings, calibration sessions, monitor Key Performance Indicators, propose budgets for engagement activities and drive overall productivity of my program
Customer Care Agent
Digicel Jamaica Ltd.
11.2011 - 08.2012
- My responsibilities include answering the customer's queries, assisting to resolve any issues which may arise and also to provide information on the company's products and services
Electrical Installation Facilitator
Boys Town Youth Development Program
04.2011 - 07.2011
- My responsibilities were to teach students between the ages of 15-20 the proper procedures for electrical installations within Jamaica
Production Supervisor
Poly Foods Limited
03.2010 - 07.2010
- My responsibilities included the supervision of over fifty staff members in order to produce four different products on a shift system
- Also to prepare daily reports, liaise with maintenance and sales departments in order to achieve daily and weekly targets, and conduct pest control
- I was also responsible for ensuring the correct amount of raw materials is available to produce the required goods and reorder as necessary
Project Engineer/Manager
Caribbean Cement Company Limited
09.2008 - 10.2009
- Project responsibilities for each project was to purchase the required equipment and materials, ensure the job was completed within a given time frame and to specification, within budget and submitting weekly and monthly reports
- Attend Meetings and present on project status and implementation plans
- Major Project Involvement: Expansion and Modernization Project: Engineering Phase - Review drawings such as flow sheets, single line diagrams, process and instrumentation diagrams (P&ID), scope of works, invitations to tender and engineers estimates
- Procurement Phase - prepare documents such as request of quotations, request for proposals, source materials and equipment from international and local suppliers, ensure arrival of all good on time, Store proper records of all documents issued and received
- Construction Phase - Liaise with contractors, supervise works and gain problem solving skills
- Ensure all projects were done safely, complete job safety analysis and ensure all workers wear the required personal protective equipment
- Installation of Air Conditioning Units and Ducting: Prepare tender package, Evaluate tenders, Supervised the activities such fabrication of plinth, cutting of holes for ductwork, installation of ductwork, electrical installation of package units
- Installation of Dust Collectors: Prepared tender documents, source materials, and supervise installation
- Installation of CCTV Equipment: Prepared scope of works and contract drawings, scheduled activities, source materials and supervise installation
- Supervise the Installation of Equipment: Received and Check Equipment, Supervise the installation and Commissioning of Motor Control Centers (DeviceNet and ControlNet), Isolation Transformers, Medium Voltage Transformers, Variable Speed Drives, Liquid Rheostat, Power Factor Capacitors and other equipment
- Receive and Issue Material: Check all materials received for the project, keep records of all materials issued to contractors, and all materials returned to the company
Project Engineer (Summer Worker)
Caribbean Cement Company Limited
06.2008 - 08.2008
- As a summer worker I worked directly with the Project Engineer (Electrical) on small to medium scale projects, and was given small projects to manage
Education
Certified Six Sigma Yellow Belt -
Advanced Innovation Group Pro Excellence (AIGPE)
03.2023
BSc. (Eng) - Bachelors of Electrical Engineering, Minor: Instrumentation and Control
University of Technology, Jamaica
05.2008
High School Diploma - Mathematics, English Language, English Literature, Information Technology, Physics, Principles of Accounts, Principles of Business, Spanish, AS Level Mathematics (Add Math)
Wolmer's High School for Girls
06.2002
Skills
- Operations management
- Performance monitoring
- Task delegation
- Staff supervision
Community Service
- University of Technology Community Service Project - Mustard Seed Children's Home at UTech
- Home-Work programme - Middleton Community
Performance Summary
8 years Business Process Outsourcing experience with knowledge of recruitment procedures, human resource policies and labor laws. Certified Sigma Six Yellow Belt. I am an owner and driver of KPI's ensure targets are met and exceeded on a consistent basis.
Timeline
Operations Supervisor
The Office Gurus
06.2022 - Current
Senior Team Leader / Customer Service/ Sales/ Collections
Advantage Communications
05.2017 - 12.2022
Customer Care Agent
Digicel Jamaica Ltd.
11.2011 - 08.2012
Electrical Installation Facilitator
Boys Town Youth Development Program
04.2011 - 07.2011
Production Supervisor
Poly Foods Limited
03.2010 - 07.2010
Project Engineer/Manager
Caribbean Cement Company Limited
09.2008 - 10.2009
Project Engineer (Summer Worker)
Caribbean Cement Company Limited
06.2008 - 08.2008
High School Diploma - Mathematics, English Language, English Literature, Information Technology, Physics, Principles of Accounts, Principles of Business, Spanish, AS Level Mathematics (Add Math)
Wolmer's High School for Girls
Certified Six Sigma Yellow Belt -
Advanced Innovation Group Pro Excellence (AIGPE)
BSc. (Eng) - Bachelors of Electrical Engineering, Minor: Instrumentation and Control
University of Technology, Jamaica
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