Donna Clements

  • Waterford City Waterford

Work History

Work History
Aug 2008 - Present

Dedicated Specialist

Sun Life Financial

As a dedicated specialist, I carry out multiple functions within the International Team each with varying  responsibilities. In my time on the International Team, I have been part of multiple teams and have been flexible in changing departments due to business needs. As a result of this I am highly competent and experienced in all facets of the International Team operations . In my current role as Queue Manager my diligence and attention to detail  has led to a rise in efficiency of the International Team's performance . I am one of the lead trainers on the team for new hires and also follow up training with more senior team members. As I have been on the International Team since day one I am considered a subject matter expert on all aspects and roles within the team. As I am one of the more experienced members of the team I am tasked with completing our Quarterly Sox Audit research, walk-throughs  and also  attend any follow up meetings with the Sox auditors to ensure compliance. Over the last 2 years I have been entrusted with the responsibility of managing the team as a substitute when no manager has been available. My experience enables me to be flexible as the team requires.


  • End of day sign off - In a managers absence , I am tasked with ensuring the end of day for both teams are completed accurately and precisely. I then provide sign off on these reports.
  • Training -  I am one of the lead trainers on the team for new hires. I have also provided follow up training with senior members of the team on more complicated processes to ensure  knowledge and practices are up to date.
  • Audits - Completion of the Quarterly Sox research, walk-throughs and follow up calls with the Sox audit team based in the U.S
  • Quality Control - In my Quality Control position I ensure that all work items are compliant  and within our SLAs. And as Quality Controller a high level of diligence is required to ensure that all business items are processed accurately. In this role, I also provide feedback to members of the team who have a high number of  corrections. I would work with all individuals to try and help them reduce their corrections with coaching and feedback sessions. At team meetings I collate these corrections and provide my observation of trends and highlight areas for improvement or development.
  • Payroll - I am fully trained in the payroll procedure for International Team and also have experience in this role from a previous occupation as a payroll clerk for a company of more than 60 employees.
  • Reporting - One of my main duties is the completion of the Quality Control Correction and Adjustment Report on a monthly basis. These reports are used for management meetings, trending, areas of focus and help the team identify the areas that need improvement for eg; updating of procedures and / or training requirements.
  • Money In - I also collate all incoming monies for clients. I have trained numerous staff on this function and also on the procedure of the Quality Control check on the money in.
  • Subject Matter Expert - As I have worked in Sun life for 9 years I network with various other teams with in Sun Life on business projects, system developments, system outages and system testing. Due to my wealth of knowledge within the International Team I have become the main point of inquiry for the team with any questions they may have.
  • Ad-hoc duties - Outside my roles as Quality Controller and Queue Manager, I also help other departments on the team as required. These functions include processing, clarifications, phone coverage,correspondence, quality solutions, workflow and  assisting on projects when needed.


  • Supervision of Queues as Queue Manager
    • Assign work to processors to ensure that our SLAs are achieved daily.
    • Ensure all queues are properly staffed and reposition people when required to best facilitate the work load.
    • Provide support and instruction when required.
    • Collaborate with the team to help reduce unnecessary overtime.
    • Constantly coordinate with team members to enhance efficiency.


  • Sun Life Stretch Program.
  • Reward & Recognition Program-Various impact awards for helping with projects, peer to peer nominations and meeting metrics.
  • Nominated by my colleagues to take on Queue Manager Role.
Oct 2006 - Aug 2008

Financial Services Administrator

Sun Life Financial

My responsibilities included:.

  • Daily processing of all transactions in New Business (Variable & Fixed Processing)       

  • Training of new hires and cross training of reps on variable annuities.
  • Queue Management and daily communication with Lethbridge to determine the plan of action.
  • Daily reporting (state-street and variances) and email distribution.    

  • Researching weekly double nigo’s and complaints.
  • Acting as senior member on the team helping team members  with questions and complex issues.

  • Attending and chairing team meetings.
  • Working with manager to improve smooth transaction of daily work.
  • Build relationships with other teams within the company.

Apr 2006 - Oct 2006

Workflow Coordinator

Sun Life Financial

My responsibilities included:

  • Daily queue management of all document types.
  • Cross-Training on all functions of workflow.
  • Daily reporting and email distribution.
  • Meeting all benchmarks set out for workflow.
Sep 2005 - Apr 2006

Receptionist & Payroll Clerk

Peter O'Loughlin Ltd

My responsibilities included:

  • Weekly wages for all employees (approx 60 employees).
  • Payroll reporting & PAYE&PRSI Monthly reports

  • Accounts receivable/Credit Control

  • Main Switchboard.

  • Stock control and purchasing for head office.

  • Updating pensions on a monthly basis.

  • Reporting to the Financial Controller.

  • Developing interpersonal skills.

  • Bank Lodgements on regular basis.

  • Distributing post and delivery dockets to accounts.

  • Issuing of P45s, P60s and P35s

  • Daily filling of documents.

  • Imputing and batching invoices on the system.

  • Writing cheques.

  • Petty Cash.


Sep 1999 - May 2005

Ursuline Convent

Leaving Certificate

5 honors,2 passes (350 points)