Kalan Gilbert

I am a results-driven management and customer service professional with extensive experience in escalation services, office administration, and restaurant/retail operations. I prioritize clear communication and effective conflict resolution to deliver high-quality customer experiences.

In my current role as Lead Escalation Specialist / Customer Account Executive IV, I serve as the primary contact for de-escalating complex and sensitive customer concerns, resolve billing and account issues, and liaise between customers and management to ensure satisfactory outcomes.

Previously, I supervised front-end operations at Best Buy, supporting a team of 10+ associates, training new hires, handling scheduling and inventory concerns, and improving customer satisfaction through a solution-focused service environment.

I began my professional career providing administrative support as an Office Assistant and Duty Clerk, where I managed daily office operations, prepared reports, coordinated logistics, and assisted with bookkeeping—building a foundation in organization and operational efficiency.