Ethan Crewse
Springfield
Summary
Customer-obsessed technical leader and SME with 3+ years at T-Mobile, resolving 35-40+ complex device, network, and account issues daily across iOS/Android in high-volume centers. Consistently outperform KPIs (90-95% CSAT, 70%+ FCR, sub-target AHT, 95%+ QA) through expert troubleshooting and empathetic de-escalation that safeguards retention. Trusted floor support coach-onboarding new hires, authoring playbooks, and partnering with engineering/NOC to triage outages and translate technical details into clear customer updates. Analyze trends and build tools/knowledge that streamline workflows, reduce repeat contacts, and elevate team performance; recognized #1 nationwide in Technical Care (2024-2025).
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
An organized and motivated individual, eager to utilize time management and organizational skills across diverse settings. Seeking entry-level opportunities to enhance abilities while contributing to company growth.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Responsible and motivated student ready to apply education in the workplace. Offers excellent technical abilities with software and applications, ability to handle challenging work, and excellent time management skills.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Technical Care Coach
T-Mobile
Springfield
09.2022 - Current
- Deliver advanced technical support via phone and chat, diagnosing device, network, and account issues across iOS/Android to drive first-contact resolution.
- Manage complex escalations with clear, empathetic communication; de-escalate high-tension interactions to protect retention and brand loyalty.
- Exceed KPIs, including 90-95% CSAT, 70%+ FCR, sub-target AHT, and 95%+ QA scores.
- Resolve 35-40+ customer cases per day using CRM and knowledge tools; document outcomes and build reusable troubleshooting steps.
- Educate customers on features, security, and best practices; recommend plan optimizations and value-add services when appropriate.
- Serve as floor support/SME for new hires, providing side-by-side coaching and playbooks that improve team performance.
- Partner with engineering and network operations to triage outages; translate technical details into customer-ready updates.
- Analyze recurring issues and recommend process and knowledge-base improvements to reduce repeat contacts and improve FCR.
Sales Supervisor
Best Buy
Branson
05.2015 - 09.2022
- Led daily operations for a high-volume consumer electronics department, ensuring coverage, scheduling, opening/closing, cash handling, and compliance.
- Coached advisors on solution selling across Mobile, Computing, and Home Theater to improve attachment of protection plans, services, and financing.
Education
FC0-U71 - Tech+
CompTIA
01.2026 - 01.2026
Core 1 220-1101 And Core 2 220-1102 - A+
CompTIA
01.2026 - 01.2026
Some College (No Degree) - Media Studies
Ozarks Technical Community College
Springfield, Missouri, MOBusiness Administration and Management
University of Arizona
Tucson, AZSkills
- Technical support
- Customer service
- Network troubleshooting
- Team collaboration
- Problem analysis
- Solution selling
- Time management
- Process improvement
- Communication skills
- Training exercises
- Technology integration
- Safety awareness
- Empathy development
- Ethics and integrity
- Personable and friendly
- Feedback delivery
- Program leadership
- Team development
- Effective communication
- Verbal and written communication
- Assertiveness training
- Team discipline management
- Group leadership
- Interpersonal relationships
- Skilled in Microsoft office
- Succession planning
- Data evaluation
- Team Training
- Strength coaching
- Communication
Websites
Accomplishments
- Consistently exceed Sales and Performance Goals, 10/2024-10/2025, #1 in the Nation in Technical Care.
- Improved a process and increased efficiency by creating custom tools and resources to drive efficient resolutions and business outcomes.
- Created a team based around culture and the environment of belonging to drive best performance outcomes.
Personal Information
Title: Technical Lead
Languages
English
Native/ Bilingual
Portuguese
Elementary
Korean
Beginner
Certification
- Building your Team - LinkedIn - Aug 2022
- Developing Executive Presence - LinkedIn - Aug 2022
- Project Leadership - LinkedIn - Aug 2022
- Tech+ - CompTIA - Jan 2026
Affiliations
- Habitat for Humanity Volunteer
- Ozarks Food Harvest - Volunteer Food Packer
Timeline
FC0-U71 - Tech+
CompTIA
01.2026 - 01.2026
Core 1 220-1101 And Core 2 220-1102 - A+
CompTIA
01.2026 - 01.2026
Technical Care Coach
T-Mobile
09.2022 - Current
Sales Supervisor
Best Buy
05.2015 - 09.2022
Some College (No Degree) - Media Studies
Ozarks Technical Community College
Business Administration and Management
University of Arizona