Janina Downs
Canton
Summary
Operations leader with a proven track record in service excellence and operational enhancement. Expertise in strategic planning, grant management, financial services, crisis resolution, team leadership and development. Achievements include fostering relationships and driving efficiency to deliver significant results.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Director of Operations
Georgia Harm Reduction Coalition
Woodstock
05.2023 - 04.2025
- Established regional partnerships with providers, public health agencies, and nonprofits, enhancing outreach and access.
- Directed operations of full-service nonprofit clinic offering community health, harm reduction, behavioral health, and substance use disorder treatment featuring medication-assisted treatment for marginalized populations.
- Oversaw compliance for federal and state grants through diligent tracking, monitoring, and monthly reporting.
- Directed diverse team of clinicians, case managers, community outreach workers, linkage specialists, and peer specialists
- Expanded business development and community engagement through outreach, marketing, social media, and referral network growth.
- Maintained audit readiness, implemented performance metrics, and drove continuous improvement.
Ministry Leader | Program Director | Assistant Director | Volunteer Coordinator
Refuge for Women
Carpentersville
10.2014 - 03.2023
- Advanced through diverse leadership positions at a long-term, trauma-informed safe house for trafficking survivors.
- Oversaw all aspects of program operations, encompassing budgeting, staffing, administration, and trauma-informed case management.
- Supervised team of 14 staff and coordinated efforts of 100+ volunteers, enforcing compliance with training procedures and trauma informed care.
- Conducted curriculum sessions regarding PTSD, codependency, and boundaries; addressed behavioral crises and tailored programming
- Cultivated strong community alliances to broaden access to legal support, behavioral health, and Substance Use Disorder treatment services.
- Facilitated monthly national director call with 8–10 program directors to align strategies and enhance mission outcomes.
- Directed comprehensive resident pre-screening of applicants, managed intake admissions, facilitated transportation logistics, navigated insurance complexities, ensured discharge plans, and supplied vital advocacy assistance.
- Facilitate classes and oversee weekly personalized case management discussions and goal assessments.
- Fostered community connections and networks, driving collaborations with local organizations and businesses.
- Identified, selected, instructed, supervised, counseled, appraised, and disciplined personnel and residents.
Collections Supervisor
Wells Fargo Financial Services
Hoffman Estates
12.2004 - 05.2011
- Directed 85+ team members within fast-paced call center environment, ensuring P&L accountability.
- Enhanced workflow, performed call monitoring, and directed coaching for service advancements.
- Monitored daily work flow of the collection staff, providing feedback and coaching as needed.
- Produced daily and monthly performance measurement reporting for collection teams.
- Mentored collection team on successful tactics to increase workflow and productivity.
- Ensured compliance with federal and state collections laws and regulations.
- Monitored aging reports to prioritize collection efforts on overdue accounts.
- Collaborated with legal department officials on bankruptcy cases for management of proceedings and post-petition payments.
- Managed profit and loss (P&L) accountability, aligning operational decisions with budget goals and revenue generation targets.
- Conducted regular meetings with the collection team to discuss goals, objectives, and performance metrics.
- Identified potential problem accounts and developed plans of action to prevent delinquency.
- Collaborated with other departments such as Accounting, Legal, Sales and Credit and Collections in order to resolve outstanding items.
Senior Account Representative
Honda Financial Services
Hoffman Estates
12.2001 - 05.2005
- Directed management of collections, payment arrangements, and customer service for auto dealership finance accounts.
- Guaranteed adherence to financial regulations while addressing customer inquiries
- Delivered consistent customer satisfaction while meeting or exceeding monthly goals for collections and account management.
- Provided premium customer service, prevented losses, and maintained strong relationships with recovery agents and dealerships.
- Streamlined skip tracing processes to find units and supervised accounts across recovery and auction sale.
- Enhanced team productivity through mentoring new staff, and tracking performance metrics within a fast-paced service center environment.
- Contacted insurance companies to check status of claim payments.
- Researched customer disputes and resolved issues in a timely manner.
- Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
- Accepted and processed customer payments and applied toward account balances.
Education
High School Diploma -
Morton West High School
Berwyn, ILSkills
- Business Development & Growth Strategy
- Donor & Community Engagement Strategy
- Program Expansion & Service Delivery
- Strategic Planning & Grant Management
- Financial Oversight & Budgeting Planning
- Leadership Development & Team Supervision
- Stakeholder Engagement & Community Partnerships
- Substance Use & Behavioral Health Support
- Insurance Navigation & Crisis Management
- Risk Assessment & Resolution
- Service Center Operations Management & Audit Readiness
- Crisis Intervention & Conflict Resolution
Certification
- CPR, American Heart Association
- QPR Suicide Prevention, SAMHSA
- Trauma Care, Rescue Freedom
Relevant Training
- Business Development for Nonprofits
- Grant Compliance & Outcomes Reporting
- Community Partnership Building
- Leadership & Staff Retention
- Medical & Insurance Navigation
- Crisis Management & Conflict Resolution
Timeline
Director of Operations
Georgia Harm Reduction Coalition
05.2023 - 04.2025
Ministry Leader | Program Director | Assistant Director | Volunteer Coordinator
Refuge for Women
10.2014 - 03.2023
Collections Supervisor
Wells Fargo Financial Services
12.2004 - 05.2011
Senior Account Representative
Honda Financial Services
12.2001 - 05.2005
High School Diploma -
Morton West High School
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