TaKeysha Smalley
Lewisville,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
14
14
years of professional experience
Work History
Phone Banker
Wells Fargo
Westlake, TX
05.2022 - Current
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Maintained friendly and professional customer interactions.
- Executed wire transfers, stop payments and account transfers.
- Established rapport with new clients to increase satisfaction and loyalty.
- Carried out day-day-day duties accurately and efficiently.
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
- Maintained energy and enthusiasm in fast-paced environment.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Handled over 100 incoming telephone calls, emails and chat requests.
Guest Services Associate
Market Street Grocery Store
Coppell, TX
09.2021 - Current
- Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Helped customers complete purchases, locate items and join reward programs.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Trained new staff on correct procedures, compliance requirements and performance strategies.
Branch Service Representative
World Acceptance Corporation
Bedford, TX
08.2014 - 02.2022
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
- Built trusting relationships with members by offering sound financial advice and personalized service.
- Oversaw daily branch preparations to consistently open on-time and maintain readiness to serve customers' needs.
- Trained staff in bank products, operations procedures and successful sales strategies.
- Coached staff to improve efficiency and revenue with more effective procedures and approaches.
- Delivered quality service with remarkable efficiency by skillfully overseeing daily branch operations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided ongoing guest service.
Customer Service Manager
Ross Dress For Less
Stone Mountain, GA
06.2013 - 12.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
Customer Service Lead
Sports Authority
Atlanta, GA
02.2011 - 08.2013
- Greeted customers and listened closely to problems described to determine solutions.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Trained, oversaw and mentored new team members to strengthen performance and job expertise.
- Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
- Took cash and credit card payments via phone, in person and through email.
Education
High School Diploma -
Clarkston High School
Clarkston, GA05.2002
Skills
- Cooperative Attitude
- Reliable and Responsible
- Credits and Refunds
- Problem Solving
- Calm and Professional Under Pressure
- Building Customer Trust and Loyalty
- Upbeat and Positive Personality
- Administrative and Office Support
- Multitasking and Prioritization
Timeline
Phone Banker
Wells Fargo
05.2022 - Current
Guest Services Associate
Market Street Grocery Store
09.2021 - Current
Branch Service Representative
World Acceptance Corporation
08.2014 - 02.2022
Customer Service Manager
Ross Dress For Less
06.2013 - 12.2015
Customer Service Lead
Sports Authority
02.2011 - 08.2013
High School Diploma -
Clarkston High School
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