Donnelle James

Managed business processes and procedures across multiple Caribbean countries, including business projects, EDI management, and Lean Six Sigma methodologies. Led initiatives such as implementing a War room Project for process improvements and a Customer Education Program to reduce waste. Championed change management best practices and served as a BASC Auditor and Business Continuity Plan Leader.

Coordinated SAP projects, ensuring completion within scope and budget by meeting with stakeholders and defining project scope. Supported the business through process mapping, RACI development, and coordinating training initiatives. Assisted with the implementation of the HR Success Factors System and designed process and RACI models for multiple entities.

Performed extensive monthly and weekly reporting and analysis for CEO, departments, and organizational realignment. Managed the organizational realignment framework and productivity/efficiency model, conducting project impact and job analysis assessments. Operationalized the realignment framework, launched the productivity/efficiency framework, and designed/implemented performance management and p

Conducted analysis and monthly reporting on recurrent expenses and managed the Annual Operating Plan (AOP) for various business lines. Provided detailed expense information and processed recharge requests. Reported on subscriber growth and wireless service revenues, ensuring accuracy and timeliness in financial reporting, budget entries in Hyperion, and recharge requests.

Analyzed and reported on business performance, including subscriber counts, customer retention, churn, and KPIs. Conducted customer profiling, segmentation, competitor analysis, and social media analysis. Developed customer loyalty programs, managed incident management, and monitored service recovery processes.

Obtained certification from the World BASC Organization.

Completed certification in Lean Six Sigma Process Management.

Completed certification in Change Management.

Completed full certification in Data Science R - Basics.

Grade: First-Class Honors

Graduated with First-Class Honors in Business Computing.

Obtained an International Diploma in Computer Studies.

Obtained an International Advanced Diploma in Computer Studies.

Obtained the Trinidad and Tobago National Vocational Qualification in Office Administration Management.

Completed training in Computerized Peachtree Accounting and Advanced Microsoft Excel.