Lukas Gray
Queen Creek
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
12
12
years of professional experience
Work History
Customer Experience Agent
FCP Euro
09.2025 - Current
- Assisted customers with inquiries and product information to enhance satisfaction.
- Resolved customer complaints effectively, improving overall service quality.
- Adapted quickly to new processes, contributing to team efficiency during peak periods.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Documented customer interactions in internal database to maintain customer service history details.
- Streamlined workflows, consistently meeting or exceeding performance metrics for quality and efficiency.
Team Lead
AT&T Mobility
02.2025 - 09.2025
- Led daily operations, ensuring team adherence to performance standards and customer service excellence.
- Trained new team members on systems, policies, and best practices for optimal performance.
- Enhanced workflow efficiency by implementing process improvements and best practices.
- Coordinated scheduling to optimize staff coverage during peak periods and improve service delivery.
- Provided ongoing feedback to team members, fostering a culture of continuous improvement and accountability.
- Resolved customer issues promptly, ensuring satisfaction through effective communication and problem-solving skills.
Premier Service Consultant
AT&T Mobility
11.2024 - 02.2025
- Assisted customers with inquiries, providing tailored solutions to enhance satisfaction.
- Educated customers on product features and benefits, driving informed purchasing decisions.
- Collaborated with team members to streamline service processes and improve efficiency.
- Documented customer interactions in CRM system, ensuring accurate records for follow-up actions.
- Conducted product demonstrations to showcase new technologies and services offered by AT&T Mobility.
- Provided information about service procedures and expected timelines.
Transportation Specialist
Amazon
06.2024 - 11.2024
- Coordinated transportation logistics to ensure timely delivery of goods across multiple regions.
- Conducted route optimization analyses to enhance efficiency and reduce transit times.
- Monitored shipment status using advanced tracking systems, addressing issues proactively.
- Collaborated with cross-functional teams to streamline supply chain operations and improve service levels.+
- *Contract Position for 6 Months*
Lead Samsung Experience Consultant
2020 Companies
09.2023 - 06.2024
- Analyzed customer feedback to enhance service delivery and improve client satisfaction.
- Developed training materials for new consultants to streamline onboarding processes.
- Collaborated with cross-functional teams to implement process improvements and boost operational efficiency.
- Conducted market research to identify trends and inform strategic recommendations for clients.
- Facilitated workshops to train staff on best practices in customer engagement and experience management.
Retail Store Manager
AT&T Mobility
02.2021 - 09.2023
- Managed daily store operations to ensure optimal customer experience and satisfaction.
- Trained and mentored staff on sales techniques and product knowledge to enhance team performance.
- Analyzed sales data to identify trends, adjust inventory, and improve overall profitability.
- Implemented visual merchandising strategies to create appealing product displays and increase foot traffic.
- Oversaw scheduling and staffing to maintain adequate coverage while optimizing labor costs.
- Collaborated with corporate teams to align store objectives with company standards and policies.
- Resolved customer complaints efficiently, enhancing loyalty through effective problem-solving techniques.
- Evaluated employee performance regularly provided constructive feedback coaching opportunities improvement recognition outstanding achievements.
Area Sales Leader
AT&T Mobility
06.2019 - 02.2021
- Led sales initiatives across multiple regions, driving revenue growth and market share enhancement.
- Developed and implemented strategic plans to improve customer engagement and retention rates.
- Mentored and trained sales teams, fostering a culture of high performance and continuous improvement.
- Analyzed market trends to identify new business opportunities and optimize sales strategies.
- Facilitated regular training sessions to enhance team skills in product knowledge and customer service excellence.
- Monitored key performance indicators, ensuring alignment with corporate objectives and sales targets.
Retail Sales Consultant
AT&T Mobility
06.2018 - 06.2019
- Led sales initiatives to enhance customer engagement and boost overall store performance.
- Developed training materials for new hires, improving onboarding efficiency and employee retention.
- Collaborated with cross-functional teams to implement promotional strategies, enhancing brand visibility in-store.
- Used consultative sales techniques to understand customer needs and recommend relevant products and services.
- Handled cash transactions accurately while adhering to established security procedures.
- Resolved customer complaints promptly, maintaining a positive brand image.
Shift Manager
Raising Cane's Restaurants
04.2016 - 07.2018
- Supervised daily operations to ensure compliance with safety and quality standards.
- Trained and mentored team members to enhance customer service skills.
- Implemented process improvements that streamlined workflow efficiency during peak hours.
- Conducted performance evaluations, providing constructive feedback to improve team effectiveness.
- Resolved customer complaints promptly, enhancing overall guest satisfaction ratings.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
Shift Manager
McDonald's
09.2014 - 04.2016
- Managed inventory levels, ensuring optimal stock availability for smooth operations.
- Developed staff scheduling to balance labor costs while maintaining service excellence.
- Coordinated with management on strategic initiatives to drive sales growth and operational excellence.
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Kept employees operating productively and working on task to meet business and customer needs.
- Coached crew members to optimize performance and motivate toward more efficient work.
Crew Member
McDonald's
01.2014 - 09.2014
- Maintained cleanliness and organization of workstations, ensuring compliance with health standards.
- Implemented best practices for food quality control, contributing to overall product consistency and excellence.
- Worked front counter, drive-thru and other areas.
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
Education
High School Diploma -
Grad Solutions
Mesa, AZSkills
- Call control
- Conflict management
- Client advocacy
- Transaction processing
- Customer service management
- Training and mentoring
- Team leadership
- Goals and performance
- Team building and leadership
- Policies and procedures
- Employee scheduling
Timeline
Customer Experience Agent
FCP Euro
09.2025 - Current
Team Lead
AT&T Mobility
02.2025 - 09.2025
Premier Service Consultant
AT&T Mobility
11.2024 - 02.2025
Transportation Specialist
Amazon
06.2024 - 11.2024
Lead Samsung Experience Consultant
2020 Companies
09.2023 - 06.2024
Retail Store Manager
AT&T Mobility
02.2021 - 09.2023
Area Sales Leader
AT&T Mobility
06.2019 - 02.2021
Retail Sales Consultant
AT&T Mobility
06.2018 - 06.2019
Shift Manager
Raising Cane's Restaurants
04.2016 - 07.2018
Shift Manager
McDonald's
09.2014 - 04.2016
Crew Member
McDonald's
01.2014 - 09.2014
High School Diploma -
Grad Solutions