Lakeisha Smith
Gastonia,NC
Summary
Service-focused financial professional with over 20 years of customer service experience and 4+ years supporting Financial Advisors in a high-volume call center environment. Proven ability to resolve complex issues, coach team members, drive first-call resolution, and collaborate across business units to deliver exceptional service. Experienced in leadership, training, performance support, account maintenance, and process improvement. Recognized for strong problem-solving skills, operational excellence, and a commitment to advisor satisfaction and team development.
Overview
13
13
years of professional experience
Work History
Financial Service Support
LPL Financial
10.2022 - Current
- Support Financial Advisors and their clients by providing timely and accurate resolution to account servicing inquiries
- Assist service professionals by providing guidance and support on account management processes and procedures
- Assist with managing accounts
- Handle complex service issues and collaborate with internal business partners to drive successful outcomes
- Receiving a high volume of calls
- 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
- Responded to customer inquiries efficiently, fostering a positive customer 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
- Attended training sessions to enhance skills and striving to increase and improve existing skills
- Adhering to all company policies and procedures
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Store Manager
AcceptanceNOW
03.2014 - 10.2022
- Led, coached, and developed a team of customer service representatives to achieve performance and service goals
- Recruited, onboarded, trained, and supervised new employees, ensuring successful integration and development
- Lease products and produce written contracts
- Developed and executed strategic plans to enhance conversion percentages
- Assessed coworker performance to enhance team dynamics
- 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
- Managed office equipment including phones and copiers to ensure smooth operations
- Proficient with MS Word, Excel, Publisher, and PowerPoint
Education
High School Diploma -
Hamady High School
Flint, MISkills
- Financial Services
- Advisor Support
- Employee development
- Account Maintenance
- Process Improvement
- Team Leadership
- Coaching & Development
- New Hire Onboarding
- Performance Coaching
- Training Facilitation
- Stakeholder Collaboration
- Problem Solving
- Customer Experience
- Conflict Resolution
- Communication & Relationship Building
Timeline
Financial Service Support
LPL Financial
10.2022 - Current
Store Manager
AcceptanceNOW
03.2014 - 10.2022
High School Diploma -
Hamady High School