Latrice D. Smith has over 15 years of experience in customer service and sales roles in the banking and credit reporting industries. She currently works as a Bank Sales Coordinator at Capital One, where she analyzes customer needs to qualify them for various banking products and services. Previously, she worked at Capital One as a Consumer Sales Representative, making outbound sales calls and cross-selling customers on additional products. Smith also spent 16 years at Experian in credit data management, customer service, and supervisory roles. She has received multiple awards for her sales performance and consistently meeting department expectations at Capital One.

1. LATRICE D. SMITH
NMLS-1002461
1710 Reynolds Street
Lancaster, Texas 75134
Cell: 214-684-7664
smith-latrice@sbcglobal.net
EXPERIENCE
Bank Sales Coordinator – Inbound Sales, Capital One Bank 2008 – Present
Provide the highest level of quality to all Capital One Customers and analyze customer
needs and determine qualifications for various product offers.
• Excelled at managing competing priorities in high volume work environment.
Resulted in a sales growth rate of 100% monthly and increase of efficiency of
90% -100 % quality monthly.
• Use the GAIN Sales Model an innovative sales models approach to uncover and
deepen customer’s financial needs in deposit and lending products.
• Initiate checking and savings account opening also process Home Equity
Loan/LOC application and Mortgage Referrals. Saves time for customers going
into branch and filling application out online. Providing rates and payment
options, and details of each product.
Consumer Sales Rep II – Inbound/Outbound Sales, Capital One Bank 2009 – 2011
Make outbound sales/Bank Welcome Calls and Cross sell customers on various Capital
One Products and lend for inbound sales calls.
• Drove Primary Banking Relationships of all services offered at bank in order to
create awareness of all services and becoming the customer’s primary banking
institution. Conversation with over 80+ customers daily.
• Welcome customer to Bank and provide features and benefits of a wide variety of
Capital One products and services. Welcomed over 100 new banking customers
daily to encourage the usage of all services and clarify any questions they may
have, which would reduce customer having to call in.
EXPERIAN- Credit Data Update/Management/Customer Service 1992 – 2008
Vast knowledge of credit reporting/granting industries and the laws that govern them.
• Over 15 years of successful customer support experience, recognized strengths in
organizing, scheduling, investigating and problem-solving within service
organization, which resulted in a one call resolution.
• Over 10 years of management and supervisory experience, managing customer
service teams comprised of 10-20 employees. Providing assistance to customers
inquires about information on their credit reports that they believed to be
inaccurate via mail and phone. Insured mail disputes were addressed within five
days and calls were answered within 30 seconds.

2. • Proficiency in employee training, team building and motivating, which created
teams that worked well together, consistent on policy and procedures, and created
a fun work environment.
AWARDS
• PRESIDENT CLUB – EMPLOYEE RECOGNIZED PROGRAM FOR CONSISTENTLY
EXCEEDING DEPARTMENT PERFORMANCE EXPECTATIONS
• ELITE CLUB AWARD – EMPLOYEE RECOGNIZED PROGRAM FOR CONSISTIENTLY
MEETING DEPARMENAT PERFORMANCE EXPECTATIONS
• SALES BANKER OF THE MONTH – MEETING AND EXCEEDING ALL DEPARTMENT
STANDARDS PERFORMANCE REQUIREMENTS FOR EACH MONTH
EDUCATION
Allstate Business College, Dallas, Texas – 1982
TRAINING
• Benchmarking
• Process Mapping
• Meetings that Work
• The Leadership Edge
• Group Dynamics
• Effective Decision Making
• Frontline Leadership
• The Leader Within