Kimberly K Duncan

**** ****** **** ****, ******, Texas 75563

Cell 903-***-**** - acatau@r.postjobfree.com

EXPERIENCE

Bank of America Fort Worth, Texas

Customer Marketing Sales Specialist November 2012 – Present

I am currently responsible for building relationships with Customers by answering and resolving service

inquiries (such as balance transfers & cash deposits) and then effectively transitioning into Sales

opportunities for additional credit card products and services. I have achieved and exceeded every monthly

Sales and Customer Satisfaction target while determining the most appropriate product and/or service for the

Individual. I was the recipient of the 2013 Bank of America Spirit Award for my Department.

Commercial National Bank Texarkana, Texas

Marketing and Sales Officer March 2007 – January 2011

As an Officer of the bank, I was chiefly responsible for Business Development. I designed products and

services to ensure CNB remained competitive within the Texarkana market. I promoted these products and

services through various advertising campaigns. Other duties included the following:

• Directed, motivated, and led the Customer Service Representative department. Conducted meetings

with CSRs to discuss metrics including Sales and Customer Service Levels. Pointed out areas requiring

improvement and discussed any new or revised Policies and Procedures. Provided mentoring, leadership,

and training for new hires and current staff on a continuous basis.

• Maintained working knowledge of all applicable Banking regulations.

• Provided clear and sound guidance with respect to CNB’s “Policies and Procedures”.

• Shopped the competitor institutions on a regular basis to see what they were offering their customers.

Reported findings to CNB’s Executives and made recommendations on how to react to the findings.

• Served as an Advisor for customer account reconciliation.

• Maintained proficiency in Trust Accounts, Deceased Accounts, Business/Commercial Accounts, IRA

Accounts and Safety Deposit Boxes.

• Aided customers with opening new IRAs or Certificates and revised maturity instructions as requested.

• Motivated the staff and kept a positive attitude with all employees and customers. Maintained a

positive and caring atmosphere for customers and employees consistent with the CNB’s mission and

philosophy. Provided enthusiastic, professional, and courteous service to all customers and employees.

• Maintained the security and confidentiality of pertinent information and records.

• Reviewed and recommended solutions to complex problems referred to by subordinates, requiring

good judgment and frequent on-the-spot decisions.

• Authorized exceptions to the standard operating Policy and Procedures when warranted and where

deviation was justified and authorized.

• Evaluated and recommended the appropriate staffing needs of the offices. Interviewed and recruited

qualified personnel. Ensured that adequate employee coverage was maintained to meet the needs of

CNB’s customers.

• Ensured that performance appraisals were completed and administered in a timely manner. This

included setting goals and providing feedback to subordinates.

• Coordinated the funding of sponsorships and donations from local organizations and businesses.

Kimberly K Duncan – pg 2

OmniAmerican Bank White Settlement, Texas

Branch Manager December 2003 – May 2006

I was accountable for managing the daily operations of the White Settlement Branch Office of OmniAmerican Bank. My

main responsibility was to ensure the optimal achievement of organizational goals involving cash operations, lending

functions, new accounts, commercial accounts, and member assistance. I was also responsible for recruiting and

interviewing qualified personnel, recommending

compensation within my organization’s salary structure, and making the hiring and termination of employee decisions

based upon my current staffing needs.

Other tasks at OmniAmerican included ensuring effective and proactive management of the branch’s sales

culture which involved planning and setting goals, establishing plans and procedures to attain them,

conducting staff sales meetings, sales briefs and debriefs, establishment of required tag lines, sales goals,

referral goals, teleconsulting expectations, results tracking and follow-up.

In addition, I was also responsible for motivating, counseling, and overseeing the training of assigned staff;

documenting employee counseling sessions and any disciplinary actions that arose; assisted subordinate

managers in reviewing evaluations of assigned staff; and performed the evaluations of my subordinate

managers while making compensation recommendations within my organization’s salary structure.

Compass Bank Richardson, Texas

Banking Center Manager July 2002 – January 2003

Assistant Vice President January 2003 – June 2003

Financial Service Representative June 2003 – November 2003

Prior to January ‘03, I was the Banking Center Manager of the North Collins Banking Center in Arlington,

Texas. My responsibilities there included:

• Ensuring the overall coordination and maintenance of the bank’s internal operations activities, including

outside sales calls, lending activities, and deposit taking functions.

• Handling customer complaints and resolving their issues or questions as necessary.

• Evaluating the training needs, progress, and performance of branch employees.

• Being responsible for the expansion of existing relationships and the development of new business.

• Administering and helping to attain branch office goals, such as, business volume, deposits, loan

portfolios, loss prevention, and quality of audit reports.

• Ensuring multiple daily processing deadlines were met.

After being promoted to the Assistant Vice President position in January, my foremost responsibility for

Compass Bank was to provide for the overall delivery of quality service and management of the North

Collins Banking Center.

For personal reasons involving my pregnancy, I relinquished the AVP position at the North Collins Banking

Center in June ‘03 to take a Financial Service Representative’s position at the West Rosedale Branch in Fort

Worth, Texas. While fulfilling this role, my responsibilities included opening accounts, providing customer

service, aiding & assisting branch employees in achieving their quarterly goals, and acting as supervisor

when the need arose.

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Kimberly K Duncan – pg 3

Key Bank & Trust Owings Mills, MD

Branch Manager - Ellicott City Branch September 1998 – March 2002

Serving as Key Bank & Trust’s Ellicott City Branch Manager, my primary responsibility was for the efficient management

of the branch office and its employees.

Business Development Officer - Serving on Key Bank & Trust’s Business Development Board, my duties involved

making outside sales calls to update existing customers and inform potential customers of Key Bank & Trust’s latest

products and services.

Bank Secrecy Act Compliance Manager - Serving as Key Bank & Trust’s B.S.A. Compliance Manager, my primary

responsibility was to verify that Currency Transaction Reports submitted to the IRS are in accord with government

guidelines. I also conducted quarterly training exercises at all branches in order to ensure that every bank employee was

knowledgeable about the latest government regulations concerning the Bank Secrecy Act.

BankOne Slidell, Louisiana

Customer Service Associate April 1998 – August 1998

Primarily responsible for a wide variety of Teller duties; such as, handling deposits and withdrawals, opening and closing

accounts, maintaining the vault, and performing numerous clerical functions. I was also the designated Security

Representative and verified that all employees were in compliance with BankOne’s security procedures.

Continental Savings Bank Mountlake Terrace, Washington

Savings Representative II May 1997 – February 1998

My duties involved a variety of teller and savings/checking account services on the Fi-Serve system, such as,

handling deposits and withdrawals, opening and closing accounts, greeting and counseling customers, and

maintaining accounts. I also performed processing tasks; such as, making automatic transfers, updating

records, balancing, and operating a variety of office equipment. I was also responsible for many other

designated activities.

Homestead Bank, SSB College Station, Texas

Head Teller July 1992 – January 1997

My primary duties involved the direct supervision of the Teller Line and Customer Service Department. My

other responsibilities included assisting the New Accounts Department by acquainting new customers with

Homestead’s banking policies and procedures, training new employees, performing research for customers

and my supervisors, and correcting posting errors made by my tellers. Once a year, in preparation for federal

examiners, I assured that Homestead Bank was in compliance with the Bank Secrecy Act, as well as other

government regulations. I performed confidential research for two different internal embezzlement cases.

EDUCATION

Maryland Bankers Association Annapolis, Maryland

Maryland Banking School Graduated August 2002

The Maryland Banking School is a three-year program held at The University of Maryland in College Park,

MD and consists of courses and projects related to the banking industry as a whole. The program is designed

to enhance the overall knowledge of current bank managers by teaching courses in Banking Principles,

Marketing, Sales & Service, and Operations Management. The Senior Project consisted of an assignment in

which teams formed their own banks and then competed against one another in achieving the most revenue.

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