Summary
Overview
Work History
Education
Skills
Networks Activities
Timeline
Generic

Shelly Jo Demmers

Brandon,SD

Summary

Seeking a challenging position to utilize the skills and experiences gained over the last twenty-four years. Demonstrated ability to manage multiple processes, with strong attention to detail and organization. Excellent oral and written abilities, influencing and leadership skills, and solid problem solving and resolution. Collaborative leader with dedication to partnering cross functionally to promote engaged, empowering culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

21
21
years of professional experience

Work History

AVP, Sales Process Surveillance

Synchrony
10.2016 - Current
  • Execute tactical phases of SPS (Sales Process Surveillance) Campaigns, across all Platforms and Bands, ensuring all related documentation is uploaded as evidence to appropriate campaign folders.
  • Manage and execute surveillance routines across all L3's, following enterprise surveillance guidelines.
  • Developed, communicate, and maintain defects, KCA (Key Control Activities) and remediation reporting to 1LOD and 2LOD.
  • Execution of new WMS closed loop workflow process, providing SPS with standard workflow process when issues found.
  • Knowledgeable of SYF CTC's, CTQ's and high-risk CD/Sales processes and controls.
  • Manage CCA (Compliance Control Account) process.
  • Manage creation, monitoring, reporting, FedEx mailing and controls of Compliance Control Accounts.
  • Contribute to ongoing updates of Sales Process Surveillance job aids for surveillance routines.
  • Meet routinely with POS Surveillance Specialist team to provide coaching and feedback, holding team accountable for accuracy and execution.
  • Developed strong relationships with Compliance, Risk & Legal teams, escalating issues found for potential consumer remediation and supplying details for any gaps relating to review.
  • Manage relationship with supplier YECK, ensuring successful launch of monthly application and transaction campaigns.
  • Established rapport with Synchrony Sales team contacts to influence and drive urgency and ensure clients are meeting compliance and regulatory guidelines.
  • Partnered with Risk/Audit Testing teams as SME when conducting reviews of Surveillance campaigns.

Manager, Funding Escalation

Synchrony Financial
02.2012 - 10.2016
  • Managed functional Escalation and Loan processing team (32 employees), ensuring best-in-class service, supplied coaching, motivation, and development opportunities to unleash growth potential.
  • Partnered cross-functionally with Compliance, Risk, Sales, IT, Marketing and Operations to help minimize risk, ensured Merchants/Dealers are compliant.
  • Partnered with point of sales surveillance team to create process mapping for HI/HVAC processes, identifying risks and documenting process controls.
  • Identified improvements to SOP and training materials for Loan Processing and Escalated team and improvements to funding policies and procedures.

Front Line Manager

GE Capital Retail Bank
06.2003 - 02.2012
  • Effectively managed Credit Analysts (14 employees) ensuring world-class service and competency in system and policy knowledge.
  • Managed daily application and call volume to ensure department service levels met required SLA.
  • Lead in identifying and promoting improvements to credit policies and program enhancements to ensure positive-growth initiatives.
  • Conducted staff up-training which reduced escalated transfer rate by 2%.
  • Led projects on big ticket approvals, non-credit related declined and outbound calling campaigns.

Education

Bachelor's degree - Business Administration/Management

University of Phoenix
05.2008

Skills

  • MS Office (Word, Excel, PowerPoint)
  • Salesforce
  • Outlook
  • WMS
  • FD
  • ACOA
  • Leadership & Change Management
  • Teamwork & Collaboration
  • Surveillance Principles & Practices
  • Team Leadership

Networks Activities

  • IN+ Communication Pillar Lead. Bringing the Native American Culture and Community involvement to all our SYF employees.
  • Member of Women's Network & E & I Council in Rapid City & Phoenix sites.
  • Phoenix Toastmasters International. The program improved communications skills, helping to build confidence and grow as a leader.
  • Red Team Member (Enroll2Transact) 2018. Collaborated with Red Team members to identify project. Building an Online Interactive training calendar for newly enrolled Payment Solutions fragmented dealers.
  • Synchrony Values Ambassador for Rapid City site 2016-2018.

Timeline

AVP, Sales Process Surveillance

Synchrony
10.2016 - Current

Manager, Funding Escalation

Synchrony Financial
02.2012 - 10.2016

Front Line Manager

GE Capital Retail Bank
06.2003 - 02.2012

Bachelor's degree - Business Administration/Management

University of Phoenix

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Shelly Jo Demmers