62 ratings | 31 reviews | avg rating:4.24

Donnovan Simon’s Followers (1)

Donnovan’s Bookshelves

to-read (12)
currently-reading (1)
read (72)
did-not-finish (0)

Donnovan’s Friends (32)

Adam Kreek

31 books | 175 friends

Blake Kanewischer

2,400 books | 79 friends

Adam Corkett

593 books | 62 friends

Russel Lolacher

123 books | 161 friends

Carla Arcilla

283 books | 72 friends

Kay McCormack

971 books | 25 friends

Jeanette Joy Fisher

30 books | 2,234 friends

Adam Smith

27 books | 2,323 friends

More friends…

Donnovan Simon

Goodreads Author

Born

St. Catherine, Jamaica

Website

http://www.strategicaccelerationservices.com

Twitter

dsimon123

Genre

Business, Biography, Nonfiction

Member Since

April 2014

edit data

Donnovan Simon was born in Jamaica in the mid 1960s. He was educated through the traditional high school system and received tertiary training at the University of the West Indies. His first undergraduate degree was in Communications. While in university, he started his first customer service role at the national telecommunications company. He stayed in this role for three years before moving into management on completing his degree. His roles included focus on records management, corporate process improvement and quality management systems. He later completed a management diploma and a postgraduate degree in Business Administration at Nova SouthEastern University. After a decade working in telecommunications, he moved into a statutory orga Donnovan Simon was born in Jamaica in the mid 1960s. He was educated through the traditional high school system and received tertiary training at the University of the West Indies. His first undergraduate degree was in Communications. While in university, he started his first customer service role at the national telecommunications company. He stayed in this role for three years before moving into management on completing his degree. His roles included focus on records management, corporate process improvement and quality management systems. He later completed a management diploma and a postgraduate degree in Business Administration at Nova SouthEastern University. After a decade working in telecommunications, he moved into a statutory organization, the Securities Commission where he assumed a senior management role for the core support functions of the organization. At the same time he was President of the Jamaica Society for Quality (JSQ), a professional association aimed at promoting the adoption of quality standards in Jamaican organizations.
During this period, Donnovan capitalized on his communications training to write constantly for the local Jamaica Observer newspaper. His articles focussed primarily on social and political issues. Although the opportunity to become a journalist presented itself, he opted to remain in the corporate environment. The growth of the regulatory requirements within the financial sector in Jamaica in the late 1990s led to the creation of a regulatory framework which meant a merger of several agencies. This change resulted in Donnovan’s migration to Calgary, Alberta and the launching of a new chapter. This included pursuing another undergraduate degree in Information Systems at DeVry University which prepared him for a new role within a major technology company, SMART Technologies. Just prior to SMART, Donnovan worked with TELUS, one of the big three telecommunications companies in Canada. At TELUS, what started off as a customer service role evolved into a sales role as the organization attempted to reach customers in a more direct and cost efficient way. With that knowledge and success, the move to a supervisory role at SMART was an easy transition.
His role at SMART grew over time to include responsibility for all customer service operations and later sales support operations. In all cases, the teams that he had responsibility for were always front line agents dealing with customer interactions on a daily basis. The shaping of strategy, distributing the components to ensure effective execution and assessing the overall impact on the organization feel within his portfolio. As the SMART customer base grew, the complexity of the support requirements forced the need to examine processes and technologies that allowed for scalable growth while achieving acceptable quality output from the support teams. Donnovan was instrumental in designing quality programs, support models and training and development frameworks that would facilitate the organization mission of providing world class service.

Donnovan sees his books as a contribution to a body of work that provides practical tools for managers and leaders. His love for writing allows him to cover varying subjects. In the pipeline is a project aimed at capturing the history of newspapers in Jamaica. There are also additional ideas for business related material primarily focused on business strategy for small businesses and key issues on customer experience that will affect future organizational leaders.

When not writing, Donnovan enjoys spending time with his family. In recent times he has traded cricket for golf which now occupies several weekends each summer.

...more

73 posts
Donnovan Simon's Blog

What would you do?

Corporate environments are interesting places. It is often amazing how simplicity is often morphed into complexity, especially when it relates to the “customer”. For those who operate in that space, think of the many times you watch, or listen to, technocrats invest a significant amount of effort into understanding and dissecting customer issues in ways […]

View more on Donnovan Simon's website »

Like • 0 comments • flag

Published on July 04, 2016 21:58

View all 73 posts »

Combine Editions
Donnovan Simon’s books

Average rating: 4.33 · 3 ratings · 0 reviews · 3 distinct works

	The Way You Make Me Feel: 20 Lessons in Customer Service 4.50 avg rating — 2 ratings — published 2011 — 2 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	Social Media Equals Social Customer: Managing Customer Experience in the Age of Social Media really liked it 4.00 avg rating — 1 rating — published 2013 — 5 editions	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars
	Social Media Equals Social Customer: Managing Customer Experience in the Age of Social Media 0.00 avg rating — 0 ratings	Error rating book. Refresh and try again. Rate this book Clear rating 1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars

* Note: these are all the books on Goodreads for this author. To add more, click here.

Donnovan is Currently Reading

Donnovan Simon is currently reading

Now, Discover Your Strengths: The revolutionary Gallup program that shows you how to develop your unique talents and strengths

by Gallup

bookshelves: currently-reading

Rate this book

Clear rating

1 of 5 stars 2 of 5 stars 3 of 5 stars 4 of 5 stars 5 of 5 stars

Nov 21, 2016 07:02PM

Donnovan’s Quotes

“There is no greater agony than bearing an untold story inside you.”
― Maya Angelou, I Know Why the Caged Bird Sings

tags: 1970, inspirational, stories, writing

31567 likes

“To touch the soul of another human being is to walk on holy ground”
― Stephen Covey, La 8e habitude

10 likes

“Most of the important things in the world have been accomplished by people who have kept on trying when there seemed to be no hope at all.”
― Dale Carnegie

tags: perseverance

518 likes

“I don't think a tough question is disrespectful.”
― Helen Thomas

tags: journalism

1355 likes

“Remembering that you are going to die is the best way I know to avoid the trap of thinking you have something to lose. You are already naked. There is no reason not to follow your heart.”
― Steve Jobs

2917 likes

More of Donnovan’s quotes…

Donnovan’s Friend Comments

No comments have been added yet.