LAKISHA CASTLEBERRY

• Processed transactions accurately at teller window, maintaining efficiency and security.
• Provided customer service to clients by answering questions, resolving complaints and processing transactions.
• Resolved customer complaints promptly, providing effective solutions and enhancing experiences.
• Opened new accounts including checking, savings, and certificates of deposit.
• Set up new accounts and services for customers and explained important restrictions, benefits and requirements of each.
• Educated clients on banking services and products, enhancing customer understanding and satisfaction.
• Promoted and cross-sold banking products to customers, contributing to revenue growth and meeting sales targets.
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• Promoted digital banking tools to increase customer convenience and accessibility.
• Assisted customers with account inquiries and banking services to ensure satisfaction.
• Assisted customers with online banking setup and troubleshooting issues.
• Ensured compliance with banking regulations while balancing cash drawers at shift end, safeguarding accuracy and security.
• Balanced currency, coin and checks in cash drawers at the ends of shifts and calculated daily transactions using computers or calculators.
• Conducted outbound calls to follow up on marketing leads for potential growth.

• Handled customer complaints and inquiries efficiently while upholding professionalism.
• Demonstrated exceptional verbal and written communication skills to effectively engage customers.
• Built strong customer relationships through effective communication and problem-solving techniques.
• Responded to inquiries via email and chat according to standard operating procedures.
• Maintained an updated knowledge base of current products, services, pricing, and promotions.
• Assisted customers with inquiries and product information using shadow systems.

• Promoted from Assistant Manager to Branch Manager in nine months due to outstanding achievement of performance goals and for exceptional teamwork facilitation
• Led a staff of four in providing personal loan services annually to over 1,000 clients
• Assisted customers in loan research, recommended loan options, and led clients through navigation of loan application, approval and closing
• Personally approved and closed over 5,000 loans

• Oversaw daily operations of $1,500,000 store, managing scheduling, training, inventory, and merchandising.

Delivered exceptional customer service to foster rapport and boost brand loyalty.

• Achieved 15% increase in repeat customers through enhanced service strategies.
• Trained new employees on product knowledge, customer service practices, cash handling, and safety regulations.

• Promoted from associate to trainer and then to Team Leader, overseeing movie replication, brand collateral packaging, and product preparation for store shipment
• Exceeded daily goal of 40,000 units through innovative production processes and high-efficiency teamwork, achieving double-digit increases
• Led team meetings to discuss operational goals and strategies.
• Trained staff on customer service best practices and product knowledge.
• Coordinated scheduling to ensure optimal coverage during peak hours.