Shanika Y. Walker
Pelham
Summary
Motivated and results-driven professional seeking a challenging role within a dynamic organization to leverage my extensive experience in customer service, team leadership, and operational excellence. Dedicated to fostering organizational growth while exceeding performance goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Care Associate
Alabama Power
04.2024 - Current
- Assist customers with electrical service issues, program requests, and emergency calls, ensuring prompt resolutions
- Address billing and collections inquiries, providing clear and empathetic solutions
- Promote company products/services while educating customers on energy conservation and best practices for avoiding payment issues
- Represent Alabama Power in a professional manner to enhance customer satisfaction and retention
Universal Banking Digital Specialist
Regions Bank
11.2021 - 03.2024
- Crafted detailed data specifications and insights to guide branch associates on product offerings, policies, and transactions
- Partnered with Business Services, Commercial, and Wealth Management teams to streamline customer support
- Resolved technical issues through advanced research and troubleshooting across multiple systems
- Spearheaded innovative engagement strategies while consistently exceeding department performance standards
Senior Advocacy Coordinator
Capital One
09.2019 - 10.2021
- Delivered empathetic and effective customer support to de-escalate challenging situations
- Conducted cross-departmental research to resolve complex customer issues and ensure satisfaction
- Acted as a knowledge leader by staying informed on new policies and procedures, maintaining top-tier productivity and expertise
Account Manager
PRA Group
12.2015 - 09.2019
- Built rapport with clients to negotiate and resolve delinquent accounts while maintaining compliance with FDCPA regulations
- Coached and motivated team members to exceed company goals, ensuring consistent performance improvement
- Reviewed and approved settlement offers, contributing to team success
- Recognized with the “Rising Star” award for three consecutive years for outstanding performance
Front Desk Assistant Manager
Fairfield Inn & Suites
10.2012 - 11.2015
- Managed guest registration, check-ins, and check-outs with a welcoming demeanor and attention to detail
- Oversaw accounting and housekeeping reports, payroll, and scheduling to maintain operational efficiency
- Resolved customer complaints both in person and online, ensuring positive guest experiences
- Performed night audits and balanced cash transactions as needed
Education
Environmental Workforce Development Job Training Program -
Lawson State College
Birmingham, AL11.2017
Professional Tax Preparer Certification - undefined
Liberty Tax Service
Midfield, AL11.2014
Skills
- Proficient in Microsoft Word, Excel, PowerPoint
- Typing Speed:48 WPM
- Expertise in Confidential Records Management
- Strong Negotiation and Communication Skills
- Creative Writing, Public Speaking, and Event Planning
- De-escalation and Conflict Resolution Specialist
- Self-Motivated and Goal-Oriented
Certification
- OSHA10 HRS
- Asbestos Specialist
- Lead Renovation, Repair & Paint
- Mold Awareness
- First Aid/CPR, AED Certified
- Environmental Sampling
- National Incident Management System (NIMS) Levels100,200,700,800
- ACT National Career Readiness Certificate
- Professional Tax Preparation Certification
Timeline
Customer Care Associate
Alabama Power
04.2024 - Current
Universal Banking Digital Specialist
Regions Bank
11.2021 - 03.2024
Senior Advocacy Coordinator
Capital One
09.2019 - 10.2021
Account Manager
PRA Group
12.2015 - 09.2019
Front Desk Assistant Manager
Fairfield Inn & Suites
10.2012 - 11.2015
Professional Tax Preparer Certification - undefined
Liberty Tax Service
Environmental Workforce Development Job Training Program -
Lawson State College
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