Lakeisha Smith
Gastonia,NC
Summary
With over 20 years of customer service experience, I excel in communication, relationship-building, and team collaboration, contributing to company growth. Proficient in various software applications, I , while my problem-solving, negotiation, and analytical skills help resolve complex issues efficiently. Additionally, my in-depth product knowledge reflects my commitment to excellence.
Overview
11
11
years of professional experience
Work History
Financial Service Support
LPL Financial
10.2022 - Current
- Support financial advisors with assisting their clients
- Assist with opening/closing accounts
- Assist with managing accounts
- Collaborate with internal service partners to achieve a resolution for the caller
- Receiving or making a high volume of calls from or to customers
- Striving to achieve first call resolution and maintain the quality of service provided by the call center
- Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution
- Responding efficiently to customers and creating a positive experience
- Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues
- Understanding and using the required software, reports, tools, and metrics
- Transferring and escalating the calls to the appropriate department if needed
- Participating in training and striving to increase and improve existing skills
- Adhering to all company policies and procedures
Store Manager
AcceptanceNOW
03.2014 - 10.2022
- Lease products and produce written contracts
- Create, manage and execute plans to increase conversion percentages
- Promoted to manager position to recruit, train, and supervise customer service reps
- Motivate and evaluate coworkers
- Organize daily activities, including coworker schedules
- Set specific goals for store performance, customer satisfaction and coworker development
- Gauge store performance by monitoring weekly, monthly and quarterly performance, P & L, and financial reports
- Offer enthusiastic and knowledgeable guidance to customers who have been referred by the partnership store
- Educate referred customers on the rent-to-own transaction, including pricing options, features and benefits
- Direct use of multi-line phone, copy machine, fax machine, accurate filing, and scanner
- Proficient with MS Word, Excel, Publisher, and PowerPoint
Education
High School Diploma -
Hamady High School
Flint, MISkills
- Financial Services
- Account Maintenance
- Customer Service
- Problem-Solving
- Attention to Detail
- Multitasking
- Reliability
- Critical Thinking
- Organizational Skills
- Team Collaboration
- Decision-Making
- Loan Processing
- Proactive and Focused
- Financial analysis and reporting
- Conflict Resolution
- Goal Setting
- Continuous Improvement
- Quality Assurance
- Time Management
- Adaptability and Flexibility
Timeline
Financial Service Support
LPL Financial
10.2022 - Current
Store Manager
AcceptanceNOW
03.2014 - 10.2022
High School Diploma -
Hamady High School
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