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Jona L. Duncan
Chattanooga,TN
Summary
Customer service supervisor with expertise in team leadership and conflict resolution. Focused on enhancing team performance, optimizing daily operations, and ensuring safety compliance to elevate customer satisfaction and drive operational success.
Overview
21
21
years of professional experience
3
3
Certificate
Work History
Red Coat Supervisor
Unifi for Delta Airlines
Chattanooga, Tennessee
06.2024 - Current
- Supervised daily operations for ground handling services with Delta Airlines.
- Train employees on safety procedures and operational protocols.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coordinated workflow to optimize efficiency among team members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Led weekly team meetings to discuss safety and security protocols, agent progress, address issues.
Health Safety Supervisor
Film/TV Production Independent Contractor
US, International, US, International
06.2020 - 09.2023
- Department Head Supervising Staff and Adhering to Budget
- Author of Safety Plans, SOPs and Protocols based on Science-driven Data and the Return to Work Agreement
- Scheduling RNs at multiple locations daily
- Created HIPAA Compliant Health Screenings w/ Encrypted Data Storage
- Coordination of Testing for 500+ Crew & BG
- Review of all Lab Results; Contact Tracing prn
- Reliable Vendor resources for PPE, Equipment, Supplies
- Education & Training for all Crew, Talent and Management
- Monitor & Enforce Health & Safety Protocols and Guidelines; Sanitization by IPC principles
Legal Secretary/ Office Manager
Law Office of Philip Miles, LLC
Gadsden, Alabama
07.2016 - 08.2018
- Drafted legal documents such as Wills, Real Estate Deeds, Contracts, Complaints, Interrogatories & Request for Production for review by the attorney.
- Filled appropriate documents with Probate, Circuit & District Court, US Bankruptcy Northern District of AL & US Court of Appeals 11th Circuit.
- Handled all client intake forms, HIPAA regulated release of info forms and employment contracts between attorney & clients.
- Coordinated depositions, mediations, attorney schedules with updated calendar.
- Office management including accounts payable, client accounts receivable, transcription, inventory & supplies.
Administrative Associate
University of Alabama at Birmingham Bone Marrow Transplantation & Cellular Therapy Program
Birmingham, Alabama
01.2013 - 07.2016
- Coordinated and scheduled physicians' academic and service calendars, enhancing alignment of responsibilities and improving time management.
- Coordinated physician recruitment, managing travel arrangements, speaking engagements, and interviews across multi-disciplinary departments to attract qualified candidates.
- Handling of all Physicians Travel, creating itineraries, and submitting reimbursements for costs
- Coordinated logistics for weekly meetings, including scheduling, agenda preparation, and participant communication.
- Coordinated fellowship MDs rotation with BMT program to ensure smooth transitions and continuity of care.
- Coordination of International Medical Students involving documentation clearance, class listings within the University system, and course credits
- Organizing Continuing Medical Education accredited seminars including conference room Setup, catering and distributing certifications to attendees
- I/O Correspondence for the Director and BMT program
- Accounts payable for administrative directors and staff offices
Patient Services Coordinator II
University of Alabama at Birmingham Bone Marrow Transplantation and Cellular Therapy Program
Birmingham, Alabama
11.2005 - 01.2013
- Liaison between BMT physicians and Referring physicians
- Intake of all incoming referrals
- Obtained financial clearance for consultations
- Built patient cases with confirmation of pathological diagnosis
- Facilitated weekly conference meetings to discuss and optimize patient care plans
- Patient advocate navigating disease specific patients in stressful situations
- Managed Physicians' Clinic and Multi-Disciplinary BMT Calendars to ensure scheduling accuracy and efficiency
- Coordinated weekly conference meetings focused on collaborative planning for patient care
Education
AAS - Telecommunications
Gadsden State Community College
Gadsden, AlabamaGadsden, Alabama
Skills
- Client relations and communication
- Scheduling expertise
- Conflict resolution
- Project coordination
- Decision-making
- Detail orientation
- Database management
- Leadership and supervision
- Training and development
- Problem solving
- Policy enforcement
- Goal oriented
Certification
- OSHA 30-hour General Industry Safety and Health, exp 07/01/26
- Ground Security Coordinator, exp 5/31/2027
- Complaint Resolution Official, exp 05/31/2027
Timeline
Red Coat Supervisor
Unifi for Delta Airlines
06.2024 - Current
Health Safety Supervisor
Film/TV Production Independent Contractor
06.2020 - 09.2023
Legal Secretary/ Office Manager
Law Office of Philip Miles, LLC
07.2016 - 08.2018
Administrative Associate
University of Alabama at Birmingham Bone Marrow Transplantation & Cellular Therapy Program
01.2013 - 07.2016
Patient Services Coordinator II
University of Alabama at Birmingham Bone Marrow Transplantation and Cellular Therapy Program
11.2005 - 01.2013
AAS - Telecommunications
Gadsden State Community College
Honor Awards
UAB BMT Program's Outstanding Performance for the Year, 2009, University of Alabama at Birmingham