Lance Fisher Email & Phone Number

Houston, Texas Area

"Solutions" is the simplest way to put it. When a professional experiences a roadblock or issue with attaining his/her goal, I facilitate the process of helping find the ideal way forward. Through a honed practice of self-discovery and accountability, I focus on drawing the means of moving forward out of each of my clients. With this self-discovery process, they are confident to take that next step, knowing that they are taking control of the way forward.Coach (Sales and Customer Service)I had the honor of being GCC's very first Full-Time Coach. My dedication each day was to help anyone I came into contact with find his/her individual way to accomplish the professional and personal goals he/she have set their sights on. Through analyzing data (performance metrics, interaction behaviors, and workplace behaviors) and coaching through self-discovery and direct feedback, I am able to effectively shift thinking in a way that will ultimately propel him/her to the decided upon goal and the goals of the CEC

Through partnership with leaders, we formed the first iteration of the Elevated Issues Department. My focus was to help solve customer issues which were escalated beyond the skills sets of ordinary customer service representatives. I was the last line of defense for our senior leaders, so there would be no need for their involvement. Through the process of solving these issues, I was more able to identify skill deficiencies of certain representatives by observing patterns and behaviors which led to the escalation. With the information gathered from those patterns, we were able to coach reps to help keep many issues from ever becoming "elevated".

As a Customer Care Lead, I was tasked with helping Customer Care Specialist find solutions to problems when the answer was not clearly defined. Along with ensuring schedule adherence and availability to take phone calls, judgement calls needed to be made, discounts offered, and discount codes created. Also, I was responsible for listening to previously recorded phone conversations in the event of a "he said, she said" situation in order uncover the facts and would be required to call customers back if an an issue became escalated .

My focus was to provide easy and exciting solutions for customers who called into our Customer Service line. With tools that were provided to me, I was capable of making decisions to help my customers without making them jump through hoops or wait days for solutions to their concerns. The technology we had at the time I first began this position made my job very easy, but as time progressed, our leaders saw the opportunity to upgrade this technology to make this process even more simple. With those upgrades, I was more able to focus my attention of improving my own skill set and began to study the psychology behind the causes of customer reactions. With the knowledge gained from my study, I learned the importance of things such as empathy, which, in turn, made my job easier because I immediately became an advocate for each customer.

My main focus was to deploy baristas into the most effective positions (making drinks, ringing up customers, taking orders, making preparations for our food or drink) to make sure that customers were helped most efficiently. Other duties included counting money, making deposits, ordering supplies, and correcting barista behavior.

My focus was customer experience: to make each customer's drink perfectly, to take his/her order accurately and efficiently, to make sure all supplies needed for each drink were available, to ensure that the cafe was cleaned an organized at all times, but, most importantly, to engage each customer with conversation or simply a smile. The most important duty of being barista was to make sure our customers loved coming to our stores and to ensure their return because our customers were like our family: we saw many of them almost every single day.

Education record

3.98

Activities and Societies: Newspaper, Theater, Forensics, Psychology, Sociology, Art, Advanced English and Math

Education record