Sheila Duncan
Broomfield,CO
Summary
Professional leader with significant experience in driving operational excellence. Skilled in team collaboration, strategic planning, and process improvement. Known for reliability, adaptability, and focus on achieving measurable results. Strong expertise in project management, team development, and performance optimization.
Overview
20
20
years of professional experience
Work History
Section Manager
South State Bank
Englewood, CO
06.2019 - Current
- Responsibility to motivate and inspire the team to meet and surpass their goals on a daily and monthly basis. Set clear expectations and goals, driving overall customer care team success in achieving high customer satisfaction.
- Responsible for communicating the company's purpose, core values, and mission to the team.
- Closely monitor the development as well as the continuous improvement of the entire team on a day-to-day basis.
- Meet monthly with all team members to praise positive performance, and coach any areas that the call representative may have in order to help them progress and achieve set goals.
- Oversaw compliance with regulatory requirements to ensure operational integrity.
Client Service Support
Finastra
Englewood, CO
12.2014 - 06.2019
- Provided technical support for online banking and mobile applications to 700+ financial institutions nationwide, managing 30 cases daily through MSCRM and prioritizing escalated issues for resolution within 2-hour response window.
- Diagnosed and resolved complex technical issues by analyzing system logs, researching case histories, implementing changes to live banking servers through Nexus-based system, and collaborating with internal teams and vendors to deliver timely end-user solutions.
- Developed technical documentation and help screens, trained teams on existing and new products, and managed operations in manager’s absence, showcasing leadership and product expertise.
Fraud Specialist
Guaranty Bank & Trust Company
Denver, CO
01.2012 - 01.2014
- Developed and maintained best practices to guard against and reduce financial fraud and crimes against the organization, its members, and employees.
- Cultivated and maintained relationships with law enforcement to stay current on advances in internal controls and fraud detection systems.
- Cultivate and maintain relationships both internally and externally with law enforcement in order to remain current with advances in internal controls and fraud detection systems.
- Adhered to bank policies and regulations and made sure all branch employees followed them.
- Followed bank policies and regulations and ensured all branch employees abide them.
- Identified suspicious activities such as kiting, money laundering, and potential fraud trends.
EFT Processor
Guaranty Bank & Trust Company
Denver, CO
01.2010 - 01.2012
- Managed card productions as primary contact with card vendor, overseeing physical card stock at vendor and instant issue sites.
- Balanced and posted card activity clearing entries, ensuring accurate financial reporting.
- Maintained balance of processed items with the Federal Reserve Bank Statement of Account.
- Examined monetary payment file and investigated unposted payments, adjusting appropriate general ledger accounts.
Wire Representative
Guaranty Bank & Trust Company
Denver, CO
01.2007 - 01.2010
- Posted, inputted, and verified incoming and outgoing domestic, international, and cash management wires, ensuring adherence to Wire Policy, OFAC, and federal and state regulations.
- Responded to customer and employee inquiries regarding wires and ACHs through timely communication via email, phone calls, and mail.
- Performs tasks and duties related to Federal Reserve such as cash orders, cash shipments, large return items, settlement, and other Fed Web procedures.
- Ensured compliance with bank policies and procedures during annual audit process.
- Submitted Notifications of Change.
Education
High School Diploma -
Skyview High School
Thornton, COSkills
- Customer Relationship Management
- Performance management
- Team Building and Leadership
- Risk Assessment
- Complex Problem Solving
- Multi-Task/Prioritize Effectively
- Detail-Oriented
- Office software proficiency
- Customer service excellence
- Interpersonal communication
Accomplishments
- Certified Mentor for training and developing peers.
- Lead contact for Third Party Vendor relationships.
- Escalations lead
- Continually receives exceeds or high meets expectations on performance reviews.
Created strategies to develop and increase overall customer service scores.
Timeline
Section Manager
South State Bank
06.2019 - Current
Client Service Support
Finastra
12.2014 - 06.2019
Fraud Specialist
Guaranty Bank & Trust Company
01.2012 - 01.2014
EFT Processor
Guaranty Bank & Trust Company
01.2010 - 01.2012
Wire Representative
Guaranty Bank & Trust Company
01.2007 - 01.2010
High School Diploma -
Skyview High School