Summary
Overview
Work History
Education
Skills
Timeline
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Sheyla Diaz Jaime

Sheyla Diaz Jaime

Bachelor’s Degree In Business Economics
Willemstad

Summary

Results-driven and detail-oriented Business Analyst with over 5 years of experience in analyzing complex data and business processes to support strategic decision-making and operational efficiency. Skilled in interpreting and reporting data, gathering business requirements, and identifying trends that impact workflow and performance. Adept at bridging business and technical teams to drive improvements and enhance customer experience, while proactively addressing operational challenges to support organizational success.

Overview

17
17
years of professional experience
4
4
Languages

Work History

Analyst Sales Tools and Reporting

Maduro & Curiel’s Bank
11.2020 - Current
  • Lead the collection, interpretation, and analysis of data from sales and service platforms across the MCB Group to identify customer behavior trends and support data-driven improvements across the Retail Network.
  • Oversee the implementation, configuration, and daily operations of digital systems within Retail Lines, ensuring alignment with business objectives and operational requirements.
  • Serve as a super user and subject matter expert for core platforms, providing end-user training, system enhancement feedback, and continuous operational support.
  • Collaborate with the IT department to ensure data accuracy, system security, and accessibility, while maintaining integrity across reporting structures.
  • Design and automate reporting workflows and dashboards, significantly improving turnaround times and supporting timely, informed decision-making.
  • Analyze financial and operational data to support executive planning, product strategy, and resource allocation, including the development of advanced financial models and business cases.
  • Conduct risk assessments on strategic initiatives and investment opportunities, providing data-backed insights to enhance portfolio and risk management strategies.
  • Facilitate training for junior analysts on data tools and methodologies, promoting professional development and ensuring consistency in analytical standards.
  • Monitor regulatory changes affecting banking operations and ensure timely updates to internal policies to maintain compliance.
  • Utilize advanced tools such as SQL and Excel to extract insights from large datasets, supporting continuous improvement and operational efficiency.
  • Prepare executive summaries and visual dashboards based on internal and market data to inform strategic planning and customer-focused innovation.
  • Foster a knowledge-sharing culture by maintaining thorough documentation of processes, best practices, and standard operating procedures.
  • Strengthen collaboration across departments by clearly communicating analytical findings and enabling cross-functional alignment on business objectives.

Sales and Service Support Officer

Maduro & Curiel’s Bank
01.2018 - 11.2020
  • Completed internship with a major project involving the rollout of a CRM system in the retail front lines, contributing to the full project lifecycle including requirements gathering, testing, training, and implementation.
  • Played a key role in the restructuring of the Footprints case management system for both front and back office teams—streamlining processes, redefining user access, and updating SLAs—which led to a 90% reduction in the backlog of customer claims.
  • Conducted thesis research through the development and execution of MCB’s first Customer Experience (CX) survey, collecting feedback from over 7,000 customers via email, outbound calls, website, and in-person channels.
  • Delivered expert support to customers by efficiently resolving service inquiries using in-depth knowledge of banking products and processes.
  • Liaised with multiple departments to ensure effective coordination and resolution of service-related issues, resulting in improved customer satisfaction and response times.

Teller

Maduro & Curiel’s Bank
06.2015 - 12.2017
  • In this period I develop the affinity with customers, understand their behavior and mindset towards the bank.
  • Processed customer transactions efficiently, including deposits, withdrawals, and check cashing, ensuring accurate handling of cash and balancing of cash drawers at the end of each shift.

Administrative Assistant

Florida Free Zone N.V
10.2008 - 06.2015
  • In this position, I learned to be hardworking and dependable, communicate clearly with my team and superiors, manage my time well to meet deadlines, and always stay professional in the workplace.
  • Managed daily office operations, ensuring efficient scheduling of appointments and meetings for senior management.
  • Developed and maintained filing systems, improving document retrieval time and organization across departments.

Education

Bachelor's degree - Business Economics

University of The Dutch Caribbean (UDC)
Willemstad, Curaçao
07-2019

Skills

Business Analysis and Process Improvement
Requirement Gathering, Business Case Development, Workflow Optimization, Root Cause Analysis, Issue Identification, Process Enhancement

Data Interpretation and Reporting
Data Analysis, Performance Metrics Tracking, Dashboard Design, Executive Reporting, Decision Support

Project and Stakeholder Management
Project Planning and Execution, Cross-functional Collaboration, Stakeholder Engagement, Change Management, Implementation Support

Strategic Thinking and Problem Solving
Analytical Thinking, Decision-Making, Critical Thinking, Risk Assessment

Operational and Audit Support
Documentation and SOP Development, Information Gathering, Audit Preparation and Support, Compliance Awareness

Professional and Interpersonal Skills
Time Management, Team Collaboration, Leadership, Communication, Training and Mentorship

Timeline

Analyst Sales Tools and Reporting

Maduro & Curiel’s Bank
11.2020 - Current

Sales and Service Support Officer

Maduro & Curiel’s Bank
01.2018 - 11.2020

Teller

Maduro & Curiel’s Bank
06.2015 - 12.2017

Administrative Assistant

Florida Free Zone N.V
10.2008 - 06.2015

Bachelor's degree - Business Economics

University of The Dutch Caribbean (UDC)

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Sheyla Diaz JaimeBachelor’s Degree In Business Economics