Shontavia Pitts Lane
Kathleen
Summary
Dynamic retail and banking professional with a proven track record of delivering exceptional customer service and driving sales growth. Expertise in inventory management, customer engagement, and merchandising is complemented by strong problem-solving abilities and effective communication skills. Adept at fostering positive relationships and collaborating with team members to adapt to evolving demands while maintaining a focus on operational efficiency. Additionally, a dedicated IT professional recognized for reliable problem-solving and effective issue resolution, committed to leveraging technical skills to enhance operational success and efficiency in fast-paced environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Teller
Peoplessouth Bank
02.2025 - Current
- Processed customer transactions efficiently, ensuring accuracy in cash handling and record keeping.
- Assisted customers with inquiries, providing information on accounts and services available.
- Managed ATM replenishment and maintenance to ensure availability of cash for customers.
- Identified opportunities to streamline workflows, improving transaction speed and customer satisfaction.
- Oversaw daily cash balancing activities, maintaining compliance with financial regulations and internal controls.
- Resolved customer complaints effectively, fostering positive relationships and loyalty within the community.
- Implemented new software systems for transaction processing, enhancing efficiency across banking operations.
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Balanced cash drawers accurately at the end of each shift, minimizing discrepancies in financial records.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Answered telephone inquiries on checking and savings accounts, loans, and lines of credit.
- Processed customer transactions promptly, minimizing wait times.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Counted and packaged currency and coins.
- Conducted daily audits of cash drawer, ensuring accuracy and compliance with bank policies.
- Educated customers on use of banking website and mobile apps.
- Provided customer records, account statements and copies of checks.
- Identified fraudulent activities by diligently monitoring transactions and reporting suspicious activity to management.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Turned in excess cash to maintain drawer security.
- Audited fellow teller currency to contribute to dual-control procedures.
- Supported branch management in achieving operational excellence through adherence to regulatory guidelines and internal procedures.
- Processed loan payments accurately, contributing to the overall efficiency of branch operations.
- Exceeded personal sales goals consistently by proactively engaging with customers and identifying their financial needs.
- Assisted customers with compromised debit cards and issued new credentials.
- Enhanced branch sales through cross-selling bank products and services to customers.
- Placed orders for customer checks and verified starting numbers.
- Assisted customers in opening new accounts, facilitating a smooth onboarding process for new clients.
- Participated in ongoing professional development programs offered by the bank, staying up-to-date with industry trends and enhancing job performance.
- Sold and cross-sold bank products to new and existing customers.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Counted, verified and handled bank deposits and armored car transactions.
- Handled various accounting transactions.
- Cross-sold credit cards, loans and other bank products.
- Established rapport with new clients to increase satisfaction and loyalty.
- Calculated fees due, interest and change for customer transactions.
- Processed applications for new accounts.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
Customer Service Representative (CSR)
Peoplessouth Bank
02.2025 - Current
- Assisted customers with account inquiries, transactions, and service requests to enhance satisfaction
- Resolved complaints and escalated complex issues to ensure timely resolution and customer retention
- Educated clients on banking products and services to promote financial literacy and informed decision-making
- Trained new team members on customer service protocols, fostering a collaborative work environment
- Analyzed customer feedback to identify trends and recommend improvements in service delivery
- Implemented process enhancements that streamlined operations, reducing wait times for customers
- Led initiatives focused on improving customer engagement through tailored communication strategies
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues quickly.
- Assisted customers in navigating online banking platforms, improving their overall digital banking experience.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Developed strong relationships with clients through personalized service, building trust and loyalty with the bank.
- Processed daily cash transactions accurately while adhering to security protocols, minimizing risk exposure for the bank and its customers.
- Contributed to a positive work environment by actively participating in team meetings and offering constructive feedback on ways to enhance performance levels within the department.
- Maintained a high level of professional knowledge, staying informed on industry news and best practices in order to provide exceptional service to customers.
- Supported branch sales goals with effective cross-selling of banking products, increasing overall revenue.
- Collaborated with team members to meet monthly performance targets, contributing to the branch''s success.
- Streamlined account opening processes for new clients, resulting in a more efficient and user-friendly experience.
- Assisted in development of new bank products, focusing on customer needs and market trends.
- Provided training to new customer service representatives, ensuring high standards of service.
- Enhanced customer engagement by introducing loyalty program, rewarding long-term clients.
- Improved customer experience by providing timely and accurate responses to inquiries about banking products and services.
- Conducted customer satisfaction surveys to gather feedback, leading to service improvements.
- Handled daily transactional processes, enhancing operational efficiency and customer satisfaction.
- Maintained up-to-date knowledge of banking regulations, ensuring compliance and customer protection.
- Tailored banking solutions to customer needs, strengthening client relationships and loyalty.
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cross-trained and provided backup support for organizational leadership.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Identified and resolved discrepancies and errors in customer accounts.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Investigated and resolved accounting, service and delivery concerns.
Substitute Teacher
Houston County Board Of Education
03.2022 - Current
- Successfully provide instruction and maintained a positive learning environment for students in grades K-12.
- Adapted lesson plans to meet diverse student needs and learning styles.
- Implemented classroom management strategies to foster a positive learning environment.
- Monitored student progress and provided feedback to enhance academic performance.
- Maintained accurate records of student attendance and participation for reporting purposes.
- Assisted in the development of educational materials aligned with state standards.
- Fostered a positive classroom environment that promoted respect, collaboration, and open communication among students.
- Took over class for regular classroom teacher, managing assignments, student needs, and recordkeeping.
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Proctored quizzes, tests, and standardized examinations.
- Implemented prepared lesson plans in established classrooms.
- Collaborated with teaching staff to implement coordinated educational strategies and student support networks.
- Led classroom activities for play-based and immersive learning.
- Handled classrooms of up to 20+ students, reporting problem students to principal and keeping detailed behavioral records.
- Established clear expectations and consistent routines for classroom management, resulting in reduced behavioral issues.
- Helped students develop life-long learning skills and good study habits.
- Introduced creative projects that encouraged critical thinking, problem-solving, and teamwork among students while reinforcing key concepts learned throughout the year.
- Maintained day-to-day classroom management and discipline to promote learning initiatives.
- Enforced school and class rules to maintain order in classroom.
- Followed lesson plans designed by absent teachers.
Sales Associate
Best Buy
10.2017 - 04.2021
- Fostered positive customer relationships through attentive service and effective communication.
- Managed inventory levels, ensuring product availability and timely restocking.
- Trained and mentored new associates to enhance team performance and efficiency.
- Implemented sales strategies that increased customer engagement and satisfaction.
- Resolved customer inquiries and complaints promptly to maintain store reputation.
- Analyzed sales trends to optimize merchandising displays and promotional offers.
- Collaborated with management to improve operational processes for greater efficiency.
- Led team meetings to share best practices and drive collective sales goals forward.
- Greeted customers and helped with product questions, selections, and purchases.
- Maintained a clean and organized store environment, enhancing the overall shopping experience for customers.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled returns and exchanges professionally, resolving customer issues while adhering to company policies.
- Answered questions about store policies and addressed customer concerns.
- Assisted in managing inventory levels, accurately processing shipments, and restocking merchandise as needed.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed transactions efficiently using point-of-sale systems, minimizing wait times for customers at checkout.
- Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Promoted special offers and events by engaging with customers on the sales floor, driving awareness of promotions and boosting sales conversion rates.
- Greeted customers and provided outstanding customer service.
- Utilized product knowledge to make recommendations, tailoring suggestions to customer needs.
- Engaged with customers on sales floor, offering assistance and improving shopping experience.
- Managed cash register, ensuring accurate transactions and safeguarding against losses.
- Opened, shelved and merchandised new products in visually appealing and organized displays for optimal sales promotions.
- Developed strong rapport with customers and created positive impression of business.
Sales Associate
Belk
08.2013 - 10.2017
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted customers with product inquiries and provided exceptional service.
- Handled cash management tasks, ensuring accurate register balances at all times.
- Trained new associates on sales techniques and operational procedures.
- Monitored inventory levels, facilitating timely restocking of popular items.
- Implemented promotional strategies that increased customer engagement and sales volume.
- Maintained a clean and organized store environment, contributing to a positive customer experience.
- Handled high volume transactions during peak periods without compromising service quality or accuracy.
- Operated POS terminals and cash drawer balancing.
- Demonstrated adaptability by working various roles as needed including cashiering, stocking shelves, or assisting in the fitting room area.
- Provided expert product knowledge to customers, guiding them towards suitable purchases that met their needs.
- Upheld store appearance standards by restocking merchandise quickly and neatly organizing shelves/displays while also performing routine cleaning duties.
- Conducted efficient cash handling processes, minimizing discrepancies and ensuring accurate financial records.
- Replenished sales floor merchandise and organized shelves, racks, and bins for optimal appearance.
- Supported visual merchandising efforts by maintaining attractive displays and keeping the sales floor wellstocked.
- Worked collaboratively within a diverse team of associates reflecting varied backgrounds and experiences.
- Assisted in training new employees on company policies, procedures, and point-of-sale systems for efficient onboarding.
- Collaborated with team members to achieve sales targets and consistently exceeded performance goals.
Education
H.S. Diploma -
Northside High School
Warner Robins, GA07-2012
Diploma - Criminal Justice
Central Georgia Technical College
Warner Robins, GA02-2026
Skills
- Sales proficiency
- Client confidentiality
- Financial product sales
- Data entry
- Banking software
- Microsoft office
- Sales and upselling
- Customer account management
- POS systems expert
- Database management
- Money handling
- Exceptional customer service
- Strong work ethic
- Professionalism and courtesy
- Excellent time management skills
- Retail stock management
- Problem-solving
- Teamwork and collaboration
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
Certification
- CNP - Certified Notary Public
Languages
English
Full Professional
Timeline
Teller
Peoplessouth Bank
02.2025 - Current
Customer Service Representative (CSR)
Peoplessouth Bank
02.2025 - Current
Substitute Teacher
Houston County Board Of Education
03.2022 - Current
Sales Associate
Best Buy
10.2017 - 04.2021
Sales Associate
Belk
08.2013 - 10.2017
H.S. Diploma -
Northside High School
Diploma - Criminal Justice
Central Georgia Technical College