SHANAKEA DAVIS
Thibodaux,LA
Summary
Versatile and results-driven professional with a strong background in customer service, payment processing, credit, and sales. Skilled in resolving complex inquiries, managing account documentation, and ensuring compliance with company policies and financial regulations. Known for delivering exceptional service, maintaining accuracy under pressure, and supporting both individual and team goals in fast-paced environments.
Overview
24
24
years of professional experience
Work History
Finance Manager
First Heritage Credit
01.2004 - Current
- Processed personal and retail loans, completing thorough credit analysis to assess risk and ensure compliance with lending policies.
- Delivered high-quality customer service by explaining loan terms, answering account inquiries, and supporting clients through every stage of the lending process.
- Managed account portfolios, performed collections follow-up, and negotiated payment arrangements to minimize delinquencies and reduce financial losses.
- Maintained detailed loan documentation and conducted account reviews to monitor performance and uphold audit standards.
- Reviewed credit reports and financial histories to evaluate borrower eligibility and support responsible lending decisions.
- Trained and supervised team members on customer service procedures, compliance, and collections strategy.
- Resolved escalated customer issues and disputes professionally while ensuring regulatory and company policy compliance.
- Initiated outbound calls to delinquent customers, maintained strong recovery rates, and ensured accurate updates to account records.
- Worked closely with underwriting and legal teams to address high-risk accounts and develop effective loss mitigation plans.
- Supported daily branch operations by managing payments, processing applications, and maintaining customer satisfaction.
Call Center Representative
Prestige Virtual Solutions
01.2023 - 01.2024
- Delivered customer service support to clients in finance-related programs, including billing questions and payment inquiries.
- Responded to inbound calls and emails regarding credit accounts, loan servicing, and account balances with professionalism and efficiency.
- Assisted customers with payment arrangements and guided them through financial resolution steps to prevent further delinquency.
- Navigated multiple systems to verify account information, review payment history, and provide accurate updates in real time.
- Maintained high-quality service standards while adhering to compliance and confidentiality policies.
- Documented all interactions in CRM systems to support account continuity and internal team communication.
- Demonstrated strong problem-solving skills by resolving billing disputes and escalating complex cases as needed.
- Supported client retention efforts by maintaining a positive, helpful tone in all customer interactions.
Store Manager
It's Fashion
11.2001 - 08.2004
- Delivered excellent customer service while managing store operations, cash handling, and team supervision.
- Oversaw credit application processes, explaining terms and benefits to customers while ensuring proper documentation.
- Monitored and followed up on store credit account payments, collaborating with the corporate office on overdue accounts.
- Trained staff on customer service protocols, POS procedures, and credit policy enforcement.
- Resolved customer concerns quickly to ensure satisfaction and repeat business.
- Supported sales goals through upselling, product education, and personalized service.
- Maintained accurate sales and credit reporting logs to ensure compliance with internal procedures.
- Assisted with inventory audits, merchandise planning, and operational reports to support financial tracking.
- Ensured store-level collection efforts aligned with brand standards and customer retention goals.
- Built strong relationships with repeat customers by offering tailored assistance and attentive service.
Education
Associate Degree - Business Administration
University of Phoenix
Tempe, AZ01.2005
Skills
- Inbound and outbound calling
- Customer service
- Problem solving
- Client communication
- Attention to detail
- Confidentiality assurance
- Document management
- Report generation
- Team collaboration
- Problem-solving aptitude
- Complaint resolution
- Adaptive team player
- Compliance reporting
- Effective communication
- Database updating
- Exchange coordination
- Call center experience
- Document control
- Data analysis
- De-escalation techniques
- Documentation skills
- Compassionate communication
- Critical thinking
- Time management
- Fraud detection
- Financial analysis
- Financial reporting
- Sales strategy
- Customer relationship management
- Employee training
- Team leadership
- Relationship building
- Conflict resolution
- Loan processing
- Document verification
- Risk assessment
- Loan processing coordination
- Underwriting collaboration
- Credit policies
Timeline
Call Center Representative
Prestige Virtual Solutions
01.2023 - 01.2024
Finance Manager
First Heritage Credit
01.2004 - Current
Store Manager
It's Fashion
11.2001 - 08.2004
Associate Degree - Business Administration
University of Phoenix
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