Shailynn Dukes
Pittsburgh,PA
Summary
Service delivery professional with strong focus on team collaboration and achieving results. Skilled in managing operational workflows, optimizing customer satisfaction, and implementing process improvements. Known for reliability, adaptability, and effective communication. Prepared to bring impactful leadership and coordination to drive success.
Overview
6
6
years of professional experience
Work History
Service Delivery Supervisor
SPS
06.2025 - Current
- Increased overall productivity through effective workload distribution among team members.
- Established clear communication channels within the team, fostering a collaborative work environment.
- Implemented robust quality assurance processes that led to a reduction in errors.
- Conducted regular performance evaluations, identifying areas of improvement for each team member.
- Ensured adherence to company policies and procedures by monitoring compliance within the team.
- Monitored product quality and communicated necessary improvements to site superintendent.
- Kept watchful eye on equipment inventories, optimizing work readiness and aligning supplies with specifications for each job.
- Enhanced customer satisfaction ratings by motivating team members to strengthen quality and increase productivity.
Lockbox Specialist
SPS/ BNY
06.2022 - 05.2025
- Improved lockbox processing efficiency by implementing streamlined procedures and reducing manual tasks.
- Maintained high levels of customer satisfaction, addressing client inquiries and resolving issues in a timely manner.
- Ensured accurate and timely payments for clients by diligently verifying payment information and updating financial records.
- Demonstrated flexibility in adapting to fluctuating volumes or shifting priorities, maintaining high levels of productivity and quality under varying workloads.
- Collaborated with team members to optimize lockbox processes, sharing best practices and contributing to overall operational excellence.
- Assisted in training new lockbox specialists, providing guidance on company procedures and best practices.
- Performed regular audits on processed payments, identifying discrepancies or errors for immediate correction or escalation as needed.
- Consistently met or exceeded individual performance metrics, contributing to the overall success of the lockbox department.
- Stayed current on industry trends and regulatory changes related to lockbox services, adapting work practices accordingly to maintain compliance standards.
- Managed high volumes of incoming mail containing payments, efficiently sorting and routing mail items for prompt processing.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Team Member
Braum’s Ice Cream and Dairy Store
03.2020 - 06.2022
- Addressed and resolved customer complaints in polite and professional manner.
- Kept work areas clean, organized, and safe to promote efficiency and team safety.
- Contributed to team success by completing jobs quickly and accurately.
- Trained new team members by relaying information on company procedures and safety requirements.
- Operated register to process payments and collect cash payment for order totals.
Education
High School Diploma -
North Mesquite High School
Mesquite, TX06-2022
Skills
- Adaptability and flexibility
- Teamwork
- Operational efficiency
- Customer service
- Multitasking Abilities
- Leadership skills
- Data entry and analysis
- Time management
- Dependable and consistent
- Problem-solving aptitude
- Relationship building
- Crisis management
Timeline
Service Delivery Supervisor
SPS
06.2025 - Current
Lockbox Specialist
SPS/ BNY
06.2022 - 05.2025
Team Member
Braum’s Ice Cream and Dairy Store
03.2020 - 06.2022
High School Diploma -
North Mesquite High School