Ethan Ganey
Nahunta,United States
Summary
Proven Customer Service Technician with a track record of enhancing customer satisfaction at Windstream by adeptly resolving complex technical issues and demonstrating unparalleled empathy. Excelled in hardware troubleshooting and customer relations, significantly improving loyalty and retention rates. Skilled in CRM software and teamwork, consistently exceeding performance metrics. Knowledgeable and dedicated customer service professional with extensive experience in Type industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
9
9
years of professional experience
Work History
Customer Service Technician
Windstream
Hilliard, FL
01.2018 - Current
- Delivered exceptional customer service through clear communication and empathy during challenging situations.
- Utilized strong problem-solving skills to identify the root cause of problems quickly and efficiently find solutions.
- Demonstrated exceptional attention to detail when documenting customer interactions and troubleshooting steps taken, leading to more efficient resolutions for future cases.
- Enhanced customer experience with personalized assistance and product recommendations.
- Developed strong relationships with clients, leading to increased loyalty and retention rates.
- Assisted customers with installation, configuration, and operation of software applications, ensuring optimal performance levels.
- Maintained detailed records of customer interactions, allowing for improved follow-up on any unresolved issues or concerns.
- Participated in ongoing training opportunities to stay current on industry trends and emerging technologies relevant to the Customer Service Technician role.
- Provided remote support to customers, diagnosing and resolving technical issues effectively.
- Consistently met or exceeded established performance metrics related to call handling time, first-call resolution rate, and overall customer satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues in a timely manner.
- Acted as a liaison between customers and other departments within the organization to ensure effective resolution of complex issues.
- Collaborated with team members to improve overall customer service experience.
- Conducted training sessions for new hires, imparting valuable knowledge about company products and services.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Managed timely and effective replacement of damaged or missing products.
- Trained staff on operating procedures and company services.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Correctional Officer
D Ray James Correctional Facility
Folkston, GA
07.2015 - 01.2018
- Managed high-risk situations with professionalism and composure, ensuring the safety of all involved parties.
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Maintained inmate safety through vigilant monitoring of behavior and swift intervention during conflicts.
- Reduced instances of contraband by thoroughly searching inmates, cells, and common areas.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
- Assisted in the training of new correctional officers, providing guidance on best practices and procedures.
- Collaborated with fellow officers to maintain a secure environment for staff, visitors, and inmates.
- Prevented escapes by diligently inspecting perimeters, doors, windows, gates, fences, and other access points throughout the prison complex regularly.
- Tracked inmates through head counts, visitor logs, and scheduled activities.
- Enhanced facility security by conducting regular inspections and addressing potential risks.
- Monitored visitation sessions to ensure compliance with established guidelines and maintain facility security.
- Observed behavior of residents individually and in groups.
- Completed intake paperwork, fingerprints, and searches.
- Assisted medical staff in distributing medications to inmates efficiently while securely handling sensitive materials.
- Demonstrated cultural sensitivity when interacting with diverse populations within the correctional setting, promoting an inclusive environment for all individuals present.
- Supported mental health initiatives for inmates by connecting them with appropriate resources and services within the facility.
- Booked new inmates into facility and processed inmates for release.
- Interviewed inmates to obtain information and assess needs.
- Received and accounted for personal possessions and determined inmate work assignments.
- Promoted inmate welfare by monitoring and addressing health concerns promptly.
- Monitored surveillance equipment to detect and prevent unauthorized activities.
Education
Diploma -
Charlton County High School
Folkston, GA05.2014
Skills
- Telecommunications equipment
- Installations and repairs
- Hardware troubleshooting
- Documentation And Reporting
- Inventory Management
- Service Calls
- Customer Empathy
- Customer Needs Assessment
- Equipment Installation
- Service Quality Standards
- CRM Software
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Calm and Professional Under Pressure
- Reliability
- Excellent Communication
- Computer Skills
- Understanding Customer Needs
- Customer service excellence
- Organizational Skills
- Active Listening
- Decision-Making
- Problem Resolution
- Relationship Building
- Customer Relations
- Microsoft Office
- Data Entry
- Self Motivation
- Product Knowledge
- Issue and Complaint Resolution
- Account Reconciliation
- Quality Control
- Administrative and Office Support
Timeline
Customer Service Technician
Windstream
01.2018 - Current
Correctional Officer
D Ray James Correctional Facility
07.2015 - 01.2018
Diploma -
Charlton County High School