Shakela Johnson

• Collaborated with clients and operations teams to address customer inquiries, resolve issues, and provide accurate responses to requests for information.
• Utilized the Access Management platform in 24-hour banking to ensure precise monitoring and updates of client accounts as per individual requests.
• Consistently stayed informed on regulatory changes and industry guidelines to ensure compliance with consumer finance laws and best practices.
• Contributed to the integration of new systems and metrics, streamlining workflows and improving key performance indicators (KPIs) to enhance the overall client experience.

• SQL Beginner and Intermediate Boot Camp Training

• Proficiently extracted diverse real-world data requests, credit card payment metrics, credit and lending financials, and consumer demographic metrics for banking related data, while utilizing Snowflake in a hands-on boot camp setting

• Applied a comprehensive suite of intermediate SQL techniques, encompassing intricate joins (left/right/full/inner), where statements, order by statements, limits, various date functions (DATEADD, MONTHNAME, DAYNAME, YEAR, DATEDIFF, MONTH, QUARTER, etc.), and aggregation functions (SUM, AVG, COUNT, MIN, MAX)

• Skillfully crafted complex calculated fields, significantly contributing to the formulation and execution of intermediate SQL calculations to create key metrics.

Advanced SQL Boot Camp Training

• Proficiently extracted diverse real-world data requests, encompassing account volume, credit risk, financial performance, and consumer demographic metrics for banking operations and financial data, while utilizing Snowflake in a hands-on boot camp setting

• Applied a comprehensive suite of advanced SQL techniques, encompassing intricate joins (left/right/full/inner), having statements, unions, temporary tables, case statements, group by, and subqueries

• Skillfully crafted multi-page intermediate to advanced queries

Microsoft Excel Formulas Boot Camp Training

• Utilized XLOOKUPS, IF, IFS, and nested intermediate formulas to manipulate financial and operational data records for various Excel datasets in a hands-on boot camp setting

• Created financial and operational summary metrics through the utilization of SUMIFS, AVERAGEIFS, and COUNTIFS

• Manipulated various date data records via the usage of various date functions (TEXT, MONTH, YEAR, DAY, TODAY, and DATEDIF)

Power BI Boot Camp Training

• Data Transformation: Imported data from various data sources such as Excel, CSV, and .txt files while utilizing Power Query to perform data modifications such as date additions, mathematical calculations, refresh updates, and adjusting data types.

• Visual Storytelling with Power BI: Harnessed the visualization capabilities of Power BI to craft impactful narratives and translated insights into visually captivating stories via a dynamic dashboard through the formulation of various charts and graphs (cards, donut charts, combo charts, bar graphs, and column charts), theme selections and corporate branding, filtering, sorting, and data aggregation.

• Data Modeling: Created relationships through the identification of various tables' primary vs. foreign keys as well as created valuable business metrics through calculated columns

• Collaborated with clients, operations, and sales to resolve software and data integration issues.
• Worked with cloud integration platforms, Warehouse Management Systems (WMS), and REST APIs to ensure accurate data transmission between warehouses and customers.
• Troubleshot and reprocessed failed transactions by identifying solutions and creating detailed documentation for new client-specific processes.
• Participated in the integration of a new CRM system, optimizing KPI tracking and centralizing ticketing for improved workflow.

• Supported clients and internal teams via email and chat for Clover Point of Sale (POS) systems and digital check scanner products.
• Worked closely with technical writers to create content for internal knowledge bases and product documentation.

• Troubleshot POS systems and digital check scanners, addressing both hardware and software issues for clients.
• Maintained high-quality client relationships, documenting all issues and resolutions in Salesforce.
• Coordinated team resources for efficient problem resolution and created compelling, customized solution demos for clients.

• Managed accounts by tracking invoices, debits, and checks, ensuring compliance with regulations.
• Investigated discrepancies and maintained accurate records for merchant payments and accounts.
• Developed detailed guides for associates, enabling them to complete tasks efficiently while acquiring new skill sets.