Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Duncan

Gate City,VA

Summary

Dedicated professional with a proactive approach and rapid learning ability. Demonstrates strong work ethic and effective communication skills. Committed to contributing to team success and achieving organizational objectives.

Overview

18
18
years of professional experience

Work History

Project Manager

ModSquad
Sacramento, CA
12.2017 - 05.2025
  • Over 20 years in management.
  • Working remote since 2014
  • Identified project risks and developed mitigation strategies for optimal outcomes.
  • Conducted regular status meetings with internal teams and external partners to monitor milestone progress.
  • Created and maintained comprehensive project plans, timelines, and budgets to ensure alignment.
  • Collaborated with senior management on strategic planning initiatives for ongoing projects.
  • Implemented communication protocols to enhance coordination among teams working on various project aspects.
  • Guided team members on task assignments to maximize productivity.
  • Ensured compliance with laws, regulations, and policies throughout project life cycles.
  • Facilitated conflict resolution among team members to maintain a collaborative environment.

Customer Service Representative

Convergys
Cincinnati, OH
09.2014 - 12.2017
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Provided accurate information about products and services to customers.
  • Answered customer inquiries via phone, email, and chat.
  • Resolved customer complaints promptly and efficiently.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

Operations Specialist

SYKES
Wise, VA
04.2007 - 07.2014
  • Created documentation related to operational procedures such as SOPs.
  • Analyzed operational data to identify trends and areas for improvement.
  • Collaborated with other departments to develop solutions that addressed operational issues across the organization.
  • Provided training and guidance to staff on operational procedures, policies, and regulations.
  • Monitored performance metrics and tracked progress against goals to identify opportunities for improvement.

Education

High School Diploma -

Clintwood High School
Clintwood, VA
06-1989

Skills

  • Attention to detail
  • Positive attitude
  • Written communication
  • Analytical skills
  • Organization and time management
  • Problem-solving
  • Task prioritization
  • Collaboration and teamwork
  • Critical thinking
  • Effective communication
  • Team building strategies
  • Decision-making skills
  • Conflict resolution techniques
  • Flexibility and adaptability

Timeline

Project Manager

ModSquad
12.2017 - 05.2025

Customer Service Representative

Convergys
09.2014 - 12.2017

Operations Specialist

SYKES
04.2007 - 07.2014

High School Diploma -

Clintwood High School

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