Shauna Duggan
Co Donegal
Summary
High-performing professional with several years of experience delivering successful improvements for business operations, profitability and team development.
Dedicated and organised financial professional with outstanding relationship-building and problem-solving skills. Driven to exceed expectations and operate effectively in fast-paced, high-pressure environments. Self-motivated team player adept at cultivating partnerships and building lasting relationships across all demographics and management levels. Dynamic and reliable with exceptional customer service and communication skills.
Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion. Demonstrates positive attitude and readiness to adapt to different situations.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Operations Manager
Ulster Bank
Belfast
03.2020 - 11.2023
- Managed staffing needs through recruitment, selection, onboarding and training.
- Efficiently facilitated the processing of numerous employee exits during the bank's market withdrawal.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Managed scheduling, training and inventory control.
- Collaborated with team leaders on quality audits.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Senior Mortgage Advisor
Ulster Bank
Co Donegal
07.2006 - 03.2023
- As the lead on a new Home Buying Platform I was responsible for rolling out training to all senior managers on how the system worked.
- Conducted interviews with borrowers to assess financial capacity, goals and objectives of the loan.
- Prepared detailed loan documents for underwriters in accordance with lender guidelines.
- Interfaced regularly with estate agents, solicitors, accountants and other third parties involved in the transaction.
- Assisted borrowers in obtaining necessary documentation required for application submissions.
- Researched market trends, interest rates, competitive products and services available in order to remain current on industry changes.
- Participated in professional development seminars and workshops to stay abreast of industry regulations and best practices.
- Maintained accurate records and files of all customer interactions and transactions.
- Reviewed appraisals, title insurance policies, surveys and other related documents prior to closing date.
- Advised clients on appropriate mortgage products based on their individual needs.
- Coordinated pre-qualification letters for potential buyers upon request from real estate agents.
- Provided ongoing support to customers throughout the life cycle of the loan process.
- Ensured compliance with applicable laws and regulations governing consumer lending activities.
- Analyzed financial statements and credit reports to determine eligibility for loan approval.
- Monitored closing dates to ensure timely completion of loan transactions.
- Educated clients on the implications of changes in mortgage rates.
- Facilitated workshops and seminars on mortgage products and financial literacy.
Senior Financial Advisor
Ulster Bank
Donegal
07.2006 - 03.2020
- Participated in seminars and conferences related to financial advising topics in order to stay up-to-date with industry standards.
- Developed financial plans for clients based on their individual needs and long-term goals.
- Provided financial advice and guidance to clients regarding investments, retirement planning, lending, insurance, estate planning, savings plans, and other areas of personal finance.
- Collaborated with other professionals such as solicitors, architects or estate agents in order to provide comprehensive service offerings for clients.
- Tracked changes in laws that affect the field of financial advising in order to remain compliant with regulations.
- Maintained records of all transactions performed on behalf of clients using specialized software programs.
- Identified potential risks associated with certain investments and provided solutions or alternatives.
- Developed a network of contacts within the financial services sector including banks, insurance companies.
- Built relationships with clients by offering personalized customer service in order to retain business and attract new clients.
- Conducted client meetings to review progress, assess risk tolerance, and recommend changes to portfolios.
- Responded promptly to inquiries from customers via phone or email regarding their accounts or questions they may have had about the services offered by the firm.
- Prepared presentations for prospective investors containing detailed information about investment opportunities.
- Developed and deepened relationships with new and existing clients to advance progress and improve business.
- Promoted business development and new opportunities by engaging and meeting with prospective clients.
- Asked appropriate questions and conducted in-depth research to gain valuable and thorough understanding of every client's financial situation and future needs.
- Provided extensive training and coaching to build strong, talented and client service-oriented financial team.
- Ensured compliance with regulatory requirements and adherence to industry best practices.
- Managed client expectations and resolved any concerns or issues promptly.
- Provided ethical, objective and holistic financial planning advice to clients.
- Identified new business opportunities through networking and referrals.
- Implemented financial plans and insurance strategies specifically tailored to client's financial goals.
Service Quality Analyst
Ulster Bank
Donegal
06.2002 - 07.2006
- Performed root cause analysis to determine the source of customer dissatisfaction issues.
- Developed detailed recommendations based on data analysis results that could be used by management team members as actionable business intelligence insight.
- Reviewed existing policies and procedures related to client services in order to make updates or create new ones as needed.
- Conducted regular audits of customer service operations to ensure compliance with standards and regulations.
- Performed research to develop new strategies for improving overall customer satisfaction levels.
- Worked closely with stakeholders across departments to implement changes that improved overall user experience with the company's products and services.
- Organised focus groups or interviews with customers in order to gain direct insight into their experiences with the organisation's services and products.
- Compiled weekly reports outlining key performance metrics such as average wait time, resolution rate.
- Created process improvements to enhance the efficiency of customer service operations.
- Collaborated with internal teams to ensure a seamless end-to-end experience for customers.
- Provided training and mentoring to staff on best practices for delivering excellent customer service.
- Monitored customer feedback channels for insights into service quality.
- Analysed customer complaints to identify areas for improvement in the customer journey.
- Participated in cross-functional meetings with other departments in order to share ideas about how best meet customers' needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Master of Arts - Governance And IT in Financial Services
Atlantic Technological University
Donegal04-2024
Qualified Financial Advisor - Finance
University College Dublin
Dublin, Ireland01-2006
Honours Degree - Bachelor of Law And Taxation
Atlantic Technological University
Donegal, Ireland06-2002
Skills
- Customer Service
- Data Analysis
- Workforce Management
- Procedure Development
- Team Leadership
- Continuous improvements
- Policies and procedures implementation
- Problem-Solving
- Employee Motivation
- Sales background
- Customer relations specialist
- Operations Monitoring
Accomplishments
- Received several recognition awards for adapting to the changing environment during the bank's market exit. Took on several different roles in the last three years in order to support the needs of the business.
- Continuously exceeded branch targets for mortgages and won an award for supporting the community regarding a 'lives covered' campaign through Irish Life.
Affiliations
- Hold three all-Ireland gold medals for volleyball. Two were achieved as a player and one was accomplished through coaching an under 16 team.
References
References available upon request.
Timeline
Operations Manager
Ulster Bank
03.2020 - 11.2023
Senior Mortgage Advisor
Ulster Bank
07.2006 - 03.2023
Senior Financial Advisor
Ulster Bank
07.2006 - 03.2020
Service Quality Analyst
Ulster Bank
06.2002 - 07.2006
Master of Arts - Governance And IT in Financial Services
Atlantic Technological University
Qualified Financial Advisor - Finance
University College Dublin
Honours Degree - Bachelor of Law And Taxation
Atlantic Technological University
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