Versatile Finance & Utility Operations Specialist
Resume:
Shannon Walker
**** ****** *****, *****, ** *****
*********@*****.***
Objective & Professional Summary
I am a highly skilled professional with 14 years of diverse experience in the utility industry and 18 years of expertise in accounting, bookkeeping, and data management. Seeking a challenging and rewarding opportunity with a forward-thinking organization that values innovation, efficiency, and professional growth.
Core Skills & Competencies
Strong attention to details and organization skills
Approach challenges with an open mind and a positive, solutions-oriented attitude
Expertise in accounts payable, accounts receivable, general ledger, reconciliations, and customer service
Strong communication and interpersonal skills for effective collaboration and client interactions
Proficient in Microsoft Office, SAP, Peachtree, Trips, KPI reports, Orical and Boca
Analytical and problem-solving skills to optimize financial processes and resolve discrepancies
Self-motivated and adaptable, excelling in both independent and team settings
Remote work experience—successfully worked from home since 2008.
Professional Experience
Optimum
Retention Level II Specialist 08/2018– 05/2025
Managed a high volume of inbound customer calls, exceeding service level agreements
Team lead and mentored team agents, fostering a culture of excellence and promoting best practices in customer service.
Conflict resolution/
Resolved product complaints with professionalism, enhancing customer loyalty
Documented and analyzed customer interactions to improve service strategies
Utilized CRM systems to track customer feedback and ensure follow-up
Collaborated with cross-functional teams to enhance service
CenterPoint Energy
Exception Management/Error Analyst 10/2002 – 05/2018
Apply pledges from utility assistant programs
Enroll Medical Baseline Program for customers who have illnesses that requires electricity for medical needs
Investigate potential misapplied payments
End of day financial reports and end of month financial reports
Managed dispute resolutions submitted by credit reporting agencies
Investigated and resolved billing discrepancies to ensure customer satisfaction
Facilitated bank draft setups and conducted payment reconciliation
Scheduled meter rereads and investigation orders to verify usage accuracy
Prior experience in accounts receivable & payable within the merchandise department
Began tenure as a collection’s dispatcher, showcasing adaptability and growth
Greyhound
Senior Office Manager 02/2001 – 09/2005
Administered payroll management, including salary adjustments, bonuses, and direct deposits
Track attendance and any other performance issues
Reconcile sales, refunds and prepaid ticket orders daily
Generated daily sales reports for commission agencies
Reconciliate financial reports to ensure financial accuracy monthly
Oversaw new hire documentation and onboarding procedures
H&R Block
Tax Preparer 10/2001 - 05/2007
Conducted in-depth reviews of client tax filings to identify eligibility for deductions and credits
Prepared written responses and tax amendments to resolve federal and state notices
Specialized in self-employment and farm taxation, ensuring compliance and optimization
Motel 6
Auditor 05/1999 – 07/2002
Conducted daily audits of financial reports and guest transactions
Verified posted charges and folios to maintain financial integrity
Managed and reconciled full-day account data and housekeeping records
Education
South University / Accounting 2010
Awards – Accolades
Optimum Presidents Club Winner --Top 1% in Retention 2020
Optimum Presidents Club Winner - Top 1% in Retention 2021
Optimum Presidents Club Winner - Top 1% in Retention 2023
Optimum Presidents Club Winner - Top 1% in Retention 2024
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