La’Mika Smith
Hope Mills
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
CPS Energy
12.2023 - Current
- Responded to customer inquiries, providing accurate information and resolving issues efficiently.
- Assisted customers with account management, ensuring satisfaction through effective communication.
- Utilized CRM tools to track interactions and maintain up-to-date customer records.
- Collaborated with team members to improve service delivery and streamline processes.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Delivery Driver
Domino's Pizza
Hope Mills, NC
03.2023 - 09.2023
- Delivered pizzas efficiently, ensuring timely service and customer satisfaction.
- Maintained accurate cash handling and transaction processing during deliveries.
- Navigated local routes using GPS technology to optimize delivery times.
- Communicated effectively with customers to confirm orders and address concerns.
- Assisted in training new drivers on operational procedures and safety protocols.
- Monitored vehicle maintenance needs, ensuring compliance with safety standards.
- Delivered packages to customer doorsteps and business offices.
- Completed on-time deliveries by choosing best and most efficient routes.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Managed customer inquiries and complaints in polite and professional manner.
Customer Service Representative
Qualfon
11.2022 - 01.2023
- Trained new staff on procedures and best practices for customer service excellence.
- Identified recurring issues and suggested improvements to enhance the customer experience.
- Participated in team meetings, contributing ideas for enhancing service quality and efficiency.
- Assisted patients with inquiries regarding healthcare plans and services.
- Managed appointment scheduling and coordination for optimal patient flow.
- Resolved billing issues by collaborating with insurance providers and internal departments.
- Educated patients on benefits, eligibility, and coverage options effectively.
- Ensured compliance with HIPAA regulations in all patient interactions and documentation.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
Bank Customer Service Representative
Truist Bank
04.2022 - 07.2022
- Assisted customers with account inquiries, transactions, and product information to enhance service experience.
- Resolved customer issues efficiently, ensuring high levels of satisfaction and retention.
- Educated clients on digital banking tools, improving user engagement and accessibility.
- Processed loan applications and account openings accurately, adhering to regulatory guidelines.
- Maintained high-level knowledge of bank policies, procedures, and regulations to ensure compliance in all transactions.
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Assisted customers with navigating bank systems, completing transactions and opening or closing accounts.
- Managed high volumes of daily calls while maintaining a professional demeanor under pressure.
- Reviewed information in customer accounts and made recommendations for new products and services.
- Strengthened customer relationships by upholding strict standards and delivering fast, friendly customer service.
- Educated customers about available services, products and bank resources.
Credit Card Customer Service Representative
Capital One
07.2021 - 09.2021
- Resolved customer inquiries regarding credit card accounts and transactions efficiently.
- Educated customers on account features, benefits, and rewards programs to enhance satisfaction.
- Processed billing disputes and adjustments while ensuring compliance with company policies.
- Maintained accurate records of customer interactions and transactions in CRM systems.
- Identified recurring issues and suggested improvements to enhance overall customer experience.
- Enhanced customer satisfaction by efficiently addressing and resolving credit card issues.
- Received inbound customer calls related to credit and accounts receivable.
- Identified opportunities for upselling or cross-selling additional products based on customer needs analysis during calls.
- Assisted customers in navigating online banking platforms and mobile applications, enhancing their overall digital experience with the financial institution.
Machine Operator
Warp Clarkton
05.2021 - 07.2021
- Operated and maintained machinery to ensure consistent production quality.
- Monitored equipment performance and performed routine maintenance checks.
- Collaborated with team members to optimize workflow and efficiency.
- Trained new operators on safety protocols and machine operation procedures.
- Implemented process improvements resulting in reduced downtime and increased productivity.
- Assisted in troubleshooting mechanical issues to minimize operational disruptions.
- Followed detailed instructions to operate machines with accuracy and produce quality products.
- Set up and adjusted equipment and properly configured machines for daily operation.
- Complied with company and OSHA safety rules and regulations.
- Trained new employees on proper machine operation, ensuring adherence to company standards and safety guidelines.
- Loaded raw materials into machines and unloaded finished products to keep manufacturing process running smoothly.
- Set up and ran machinery to produce exceptional products for industrial needs.
Customer Service Representative
Airbnb
11.2020 - 03.2021
- Conducted follow-up calls to ensure resolution of complex customer concerns effectively.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Customer Sales Representative
FULLBEAUTY Brands
03.2019 - 03.2020
- Managed customer inquiries, providing product information and resolving issues efficiently.
- Developed strong customer relationships, enhancing loyalty and repeat business.
- Processed orders accurately, ensuring timely fulfillment and delivery for customers.
- Collaborated with marketing to promote sales initiatives, increasing product visibility.
- Trained new team members on customer service protocols and sales techniques.
- Analyzed customer feedback to identify trends and improve service quality.
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Assisted call-in customers with questions and orders.
- Described product highlights and benefits to help guide purchasing decisions.
- Recognized as a top performer within the sales team due to consistent achievements in meeting or exceeding targets month over month.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
Cashier
7-eleven
12.2018 - 03.2019
- Processed customer transactions efficiently using point-of-sale systems.
- Managed cash drawer and ensured accurate cash handling daily.
- Provided exceptional customer service, resolving inquiries and complaints promptly.
- Maintained cleanliness and organization of store displays and merchandise areas.
- Collaborated with team members to enhance store operations and customer experience.
- Trained new staff on register operations and customer service protocols.
- Monitored sales trends to assist in product placement and promotional strategies.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business 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.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
Cashier
Timesaver
02.2018 - 06.2018
- Implemented inventory management practices to streamline stock replenishment processes.
- Built relationships with customers to encourage repeat business.
- Assisted customers with returns, refunds and resolving transaction issues.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
Cashier
Dollar Tree
05.2017 - 05.2018
- Addressed customer needs and made product recommendations to increase sales.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Facilitated smoother checkout process, trained new employees on POS systems.
- Increased sales of promotional items by informing customers about current offers.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Enhanced shopping experience, provided product information and location assistance.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
Cashier
KFC Restaurant
10.2014 - 08.2015
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Reduced processing errors by meticulously following transaction procedures.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
Education
Certified Pharmacy Technician - Pharmacology
Stepful
01.2026
High School Diploma -
West Bladen High School
06.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Computer proficiency
- Payment processing
- Call center operations
- Microsoft outlook
- Scheduling
- Medication dispensing
- Prescription filling
- Pharmacy ethics
- Drug inventory control
- Labeling accuracy
- Pharmaceutical calculations
- Stocking shelves
- Processing payments
- Paperwork processing
- Order processing
- Team development
- Documentation
- Data collection
- Prioritization
- Building rapport
- Quality control
- Problem-solving skills
Certification
- CPhT - Certified Pharmacy Technician
Timeline
Customer Service Representative
CPS Energy
12.2023 - Current
Delivery Driver
Domino's Pizza
03.2023 - 09.2023
Customer Service Representative
Qualfon
11.2022 - 01.2023
Bank Customer Service Representative
Truist Bank
04.2022 - 07.2022
Credit Card Customer Service Representative
Capital One
07.2021 - 09.2021
Machine Operator
Warp Clarkton
05.2021 - 07.2021
Customer Service Representative
Airbnb
11.2020 - 03.2021
Customer Sales Representative
FULLBEAUTY Brands
03.2019 - 03.2020
Cashier
7-eleven
12.2018 - 03.2019
Cashier
Timesaver
02.2018 - 06.2018
Cashier
Dollar Tree
05.2017 - 05.2018
Cashier
KFC Restaurant
10.2014 - 08.2015
Certified Pharmacy Technician - Pharmacology
Stepful
High School Diploma -
West Bladen High School