Kevin Lancaster

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.
• Experience with charge backs and account restoration
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
• Responded to customer requests for products, services, and company information.
• Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
• Answered approximately email and chat from customers while also answering phone calls
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Assisted customers in navigating company website and placing online orders, improving overall user experience.
• Collaborated with team members to develop best practices for consistent customer service delivery.
• Contributed to sales growth by upselling products and services based on individual customer requirements.
• Cultivated strong value-added relationships with customers daily by delivering product knowledge to drive business development
• Provided technical support to customers for a range of devices
• Promoted to supervisory position to assist representatives with any questions and customer escalations
• Cultivated positive attitudes within my team
• Monitored calls for quality assurance
• Effectively researched and resolved fraud issues in real time.

• Trained new employees and delegated daily tasks and responsibilities.
• Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
• Enforced company policies and regulations with employees.
• Maintained workplace safety by enforcing strict adherence to company policies and industry regulations.