Summary
Overview
Work history
Education
Skills
Affiliations
About me
References
Timeline
GeneralManager
Kerry Lancaster

Kerry Lancaster

Cannock,England

Summary

Proven leader in customer-centric roles, where I leveraged technical troubleshooting and empathetic response skills to enhance service delivery. Excelled in high-pressure environments, significantly improving customer satisfaction and sales outcomes. Demonstrated exceptional multi-tasking capability and resilience under pressure, achieving notable efficiency improvements and positive customer feedback. Reliable individual motivated to apply strong communication and task management skills to support switchboard operations. Superior focus with eye for detail and proven history of calm and collected demeanour. Thrives in both autonomous and team-cantered environments. Quick-thinking person with proven skills in prioritisation, planning and stress management. Tolerates uncertainty and lack of complete information whilst coordinating personnel and resources. Hard-workingwith strong organisational skills. Achieves company goals through exceptional planning and prioritisation. Committed manager with exceptional leadership, organisational skills and communication abilities leads high-performing cross-functional teams. Leads projects, company operations and business growth.

Overview

21
21
years of professional experience

Work history

Call handler

star cars and coaches
Birmingham, west midlands
01.2015 - Current
  • Processed and actioned high number of calls during busy periods.
  • Followed up on queries within agreed timeframes to provide detailed response.
  • Employed typing speed and accuracy to generate notes while speaking to callers.
  • Navigated stressful and unpredictable situations with calm and collected approach.
  • Used strategic questioning to extract important details from callers to help plan responsive action.
  • Listened actively to caller concerns, questions and priorities.
  • Adapted quickly to changing procedures or protocols whilst maintaining high performance levels.
  • Transferred calls and provided accurate information to callers professionally and courteously.
  • Managed and escalated complaints effectively, resulting in positive customer outcomes.
  • Connected, held and transferred telephone calls by operating switchboards and consoles.
  • Stayed calm when coordinating response to emergencies.
  • Communicated instructions in multidisciplinary teams to provide emergency care and assistance.

Sales manager

phones4u
Birmingham, sutton coldfield
06.2010 - 09.2014
  • Carried out sales visits to current and prospective customers.
  • Monitored sales team performance, providing effective training to help reach revenue and profit targets.
  • Developed new ideas and thought creatively to grow business and enhance profitability and revenue.
  • Exceeded sales goals and improved profitability by developing sales strategies and business plans according to market trends.
  • Collected customer and market feedback and reported information to company leadership.
  • Achieved exceptional client satisfaction feedback and ratings.
  • Maintained regular contact and strong relationships with existing customers by providing comprehensive support.
  • Set highest personal performance standards for self.
  • Retained existing customers and substantially grew customer base, product line and sales volume.
  • Interfaced with customers, determined needs, provided recommendations and up-sold services.
  • Planned and developed strategies to increase sales territory positioning, exceeding company targets.
  • Guided team members on best practices in upselling and cross-selling techniques, leading to enhanced customer value proposition.
  • Achieved increased customer satisfaction by implementing innovative sales strategies.
  • Analysed sales to identify top-performing products.
  • Hired and trained dedicated and high-achieving sales teams.
  • Led high-performance sales teams, ensuring achievement of targets.
  • Allocated sales resources based on quarterly KPI targets.

Shop manager

Carphone Warehouse
Birmingham, west midlands
05.2007 - 06.2010
  • Addressed customer complaints to resolve escalated issues.
  • Drove teams to deliver excellent sales-floor service, meeting individual needs for first-class customer experiences.
  • Motivated team members to pursue and maximise sales opportunities, boosting revenue.
  • Recruited sales associates based on current organisational needs, facilitating productive, profitable teams.
  • Enforced periodic stock-takes, verifying records against physical goods to resolve errors.
  • Required shop staff to maintain strict visual merchandising standards, maximising sales opportunities.
  • Hit sales targets by providing motivational training, leading by example and incentivising exceptional results.
  • Trained and managed shop assistants, building strong sales teams through strategic rostering.
  • Established security and safety measures to protect staff and products from harm.
  • Assessed customer tastes and budgets to recommend suitable items.
  • Monitored stock levels, managing inventories and logistics to maximise sales potential.
  • Completed opening and closing procedures each day.
  • Fostered strong relationships with key customers to boost loyalty and repeat business.
  • Led team members in establishing standards of first-class customer service.
  • Managed store inventory to ensure adequate stock levels at all times.
  • Managed staff logistics and day-to-day store operations for optimised financial efficiency.
  • Boosted overall sales performance through the implementation of effective merchandising strategies.
  • Tracked sales targets regularly, adjusting strategies as necessary for maximum profitability achievement.
  • Enhanced customer service by training staff in effective communication and problem solving.
  • Ensured cleanliness of shop premises, presenting a professional image to customers.
  • Maintained exceptional store cleanliness by inspecting till and store sections.
  • Handled employee grievances promptly and fairly, maintaining morale within the workforce.
  • Solved customer complaints efficiently whilst maintaining high standards of service delivery,.

Sales and customer service representative

Carphone Warehouse
Birmingham, Birmingham
05.2006 - 05.2007
  • Handled customer complaints, providing appropriate solutions and recommending alternatives.
  • Responded promptly to customer questions to improve customer loyalty and satisfaction.
  • Maintained current knowledge of company products and services to accurately answer client questions and make appropriate recommendations.
  • Generated leads through proactive outreach and networking initiatives.

Call handler

star cars and coaches
Birmingham, west midlands
01.2004 - 04.2006
  • Processed and actioned high number of calls during busy periods.
  • Followed up on queries within agreed timeframes to provide detailed response.
  • Employed typing speed and accuracy to generate notes while speaking to callers.
  • Navigated stressful and unpredictable situations with calm and collected approach.
  • Used strategic questioning to extract important details from callers to help plan responsive action.
  • Responded to inbound queries and requests from prospective customers.
  • Maintained full and comprehensive knowledge of each staff member status and whereabouts.
  • Managed and escalated complaints effectively, resulting in positive customer outcomes.
  • Improved efficiency with meticulous attention to detail in data entry tasks.
  • Logged critical information onto computer system.

Education

A-Levels - english mathes phsiology sociology pshchology

Josiah mason college
Birmingham
09/2001 - 08/2002

Skills

  • Customer service
  • Information collection and management
  • Order processing
  • Empathetic response
  • Line management
  • Workload prioritisation
  • Telephone etiquette
  • Technical troubleshooting
  • Stress tolerance
  • Active listening
  • Vulnerable individual safeguarding
  • Complaint handling
  • Multi-Tasking capability
  • Payment processing
  • Resilience under pressure
  • Sales techniques application

Affiliations

  • Listening to music
  • Films
  • Going out with friends and family
  • Reading

About me

Im a very hard working person who loves the challenge and busy times 

Quick to learn 

I have great people skills

References

References available upon request.

Timeline

Call handler

star cars and coaches
01.2015 - Current

Sales manager

phones4u
06.2010 - 09.2014

Shop manager

Carphone Warehouse
05.2007 - 06.2010

Sales and customer service representative

Carphone Warehouse
05.2006 - 05.2007

Call handler

star cars and coaches
01.2004 - 04.2006

A-Levels - english mathes phsiology sociology pshchology

Josiah mason college
09/2001 - 08/2002

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Kerry Lancaster