La'Keyshia Thompson-Smith
Cleveland,Tn
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Customer Service Representative
NRS Nationwide Recovery Services
01.2025 - Current
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Manager/Server/Cashier/Greet/ Hospitality
Buffalo Wild Wings
09.2018 - 01.2025
- Offered enthusiastic and personable service to all customers
- Described menu items, special offerings and appropriately identified wine pairings
- Answered telephones and completed financial transactions for other team members
- Demonstrated genuine hospitality while greeting and establishing rapport with guests
- Served beverages, breads and butter and replenished items as necessary
- Bussed, cleared, cleaned in efficient manner
- Worked in team-based environment
- Coached, mentored and trained team members in order to improve their job performance
- Resolved conflicts between employees by providing guidance on company policies and procedures
- Provided leadership during times of organizational change or crisis situations
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Mediated conflicts between employees and facilitated effective resolutions to disputes
Catering Coordinator
Lake Winnepesaukah Amusement Park
02.2023 - 07.2023
- Handled incoming company phone calls, addressing customer needs, concerns and deadlines to promote retention and satisfaction.
- Improved client satisfaction by promptly addressing concerns and providing excellent customer service.
- Analyzed catering orders and liaised with staff to set up equipment, supplies and menus to meet client expectations.
- Enhanced event success by coordinating with clients and understanding their specific catering needs.
- Collaborated with sales teams to secure new contracts and expand the company''s clientele base.
- Managed budgets for each event, ensuring cost-effective practices without compromising quality or customer satisfaction.
- Increased repeat business through strong relationship-building with clients and vendors.
- Oversaw food preparation and monitored safety protocols.
- Worked well in a team setting, providing support and guidance.
- Paid attention to detail while completing assignments.
Consumer Loan Specialist
Covington Credit
06.2021 - 05.2022
- Answered customer telephone calls promptly and in an appropriate manner
- GAAP: Understanding of Generally Accepted Accounting Principles (GAAP) for financial reporting
- Actively pursued personal learning and development opportunities
- Meet personal/customer service team sales targets and call handling quotas
- Built relationships with customers to increase likelihood of repeat business
- Journal entries: Ability to record financial transactions accurately using journal entries
- Accounts payable: Knowledge of accounts payable processes and procedures
- Accounts receivable: Collections and posting payments
- Corporate accounting: Understanding of accounting principles applied in corporate settings
- 10-key typing: Proficiency in using a 10-key numeric keypad for data entry
- Keep records of customer interactions, process customer accounts and file documents
- Immediately addressed problems with customers to promote quick and successful resolution
- Negotiated payment arrangements with customers and credit institutions to assist in repairing credit history.
Customer Service Representative
Cricket
12.2017 - 05.2018
- Dedicated to continuously improving sales abilities and product knowledge
- Restocked inventory ever month and reviewed cash operation data to verify proper replenishment
- Helped drive sales goals and achieve monthly quotas
- Operated a POS system to itemize and complete an average of 50-100 customer purchases
- Greeted customers entering the store to ascertain what each customer wanted or needed
- Asked open-ended questions to assess customer needs
- Bagged, boxed or gift-wrapped sold merchandise per customer's request
- Routinely answered customer questions regarding merchandise and pricing
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Welcomed customers into the store and helped them locate items
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Supervised and directed all merchandise and shipment processing
- Responded to customer questions and requests in a prompt and efficient manner
Assistant Manager
Speedy Cash
07.2015 - 11.2016
- Operated a cash register for cash, check and credit card transactions with 100% accuracy
- Accounts payable: Knowledge of accounts payable processes and procedures
- GAAP: Understanding of Generally Accepted Accounting Principles (GAAP) for financial reporting
- Immediately addressed problems with customers to promote quick and successful resolution
- Assigned work to team members based on company needs, personal strengths and job knowledge
- Answered customer telephone calls promptly and in an appropriate manner
- Actively pursued personal learning and development opportunities
- Built relationships with customers to increase likelihood of repeat business
- Shared best practices for sales and customer service with other team members to help improve the store's Efficiency
- Accounts receivable: Collections and posting payments
- Corporate accounting: Understanding of accounting principles applied in corporate settings
- Managed a staff of 7 employees, 4 sales advocate & 3 assistant managers
- Greeted customers in a timely fashion while quickly determining their needs
- Followed up with over 50 customers each week to verify that they were satisfied with purchases
Assistant Manager
Boost Mobile
06.2012 - 07.2015
- Built relationships with customers to increase likelihood of repeat business
- Handled all customer relations issues in a gracious manner and in accordance with company policies
- Responded to customer concerns with friendly and knowledgeable service
- Completed all point of sale opening and closing procedures, including counting the contents of the cash register
- Maintained established merchandising standards, including window, sales floor and promotional displays
Cashier
Save A Lot
01.2010 - 06.2012
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Handled cash with high accuracy and took care to check bills for fraud.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Used POS system to enter orders, process payments and issue receipts.
- Worked with floor team and managers to meet wide range of customer needs.
- Set up new sales displays each week with fresh merchandise.
Education
No Degree - Nail Tech
Chattanooga College
ChattanoogaBBA - Business Administration And Management
AIU
2200 E Germann Rd, Chandler, AZ 85286High School Diploma -
Bradley Central High School
Cleveland, TN05-2014
Skills
- Team leadership
- Verbal and written communication
- Contract management
- Inventory management
- Data analysis
- Menu coordination
- Food safety
- Venue management relations
- Dietary restriction compliance
- Event planning
- Debt management
- Loan servicing
- Database management
- Master of quickbooks
- Food service background
Certification
- ServSafe Certified 10/08/2023
Timeline
Customer Service Representative
NRS Nationwide Recovery Services
01.2025 - Current
Catering Coordinator
Lake Winnepesaukah Amusement Park
02.2023 - 07.2023
Consumer Loan Specialist
Covington Credit
06.2021 - 05.2022
Manager/Server/Cashier/Greet/ Hospitality
Buffalo Wild Wings
09.2018 - 01.2025
Customer Service Representative
Cricket
12.2017 - 05.2018
Assistant Manager
Speedy Cash
07.2015 - 11.2016
Assistant Manager
Boost Mobile
06.2012 - 07.2015
Cashier
Save A Lot
01.2010 - 06.2012
No Degree - Nail Tech
Chattanooga College
BBA - Business Administration And Management
AIU
High School Diploma -
Bradley Central High School
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