Ethan Gassaway
Lubbock,TX
Summary
Proven leader and skilled customer service expert, excelled at Hurricane Harbor, Walmart and Gibson Farmers Insurance Agency by fostering team unity and exceeding customer satisfaction goals. Leveraged problem-solving abilities and Microsoft Outlook proficiency to streamline operations and enhance client relations. Demonstrated exceptional conflict resolution and critical thinking, significantly improving loyalty and operational efficiency. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Gibson Farmers Insurance Agency
05.2022 - 02.2025
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Managed Emergency alert requests, approximately 75 calls a day
- keep agency running sales
Customer Service Representative
Walmart - Summer and Holiday Associate
01.2023 - 08.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
Team Lead, Life Guard
Hurricane Harbor
05.2020 - 09.2022
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Increased customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Managed risks and mitigated potential issues through proactive planning, monitoring, and timely decision making.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Created detailed project plans outlining goals, timelines, resources, and budgets to ensure alignment with company objectives.
Education
Veterinary Science
Texas Tech
Lubbock, TX 04.2023 -
High School Diploma -
James Martin High School
Arlington, TX05.2023
Skills
Customer Service
Problem-solving abilities
Active Listening
Critical Thinking
Customer Relations
Problem Resolution
Conflict Resolution
Complaint Handling
Client Relations
Microsoft Outlook
Prioritization
Computer Proficiency
Timeline
Veterinary Science
Texas Tech
04.2023 -
Customer Service Representative
Walmart - Summer and Holiday Associate
01.2023 - 08.2024
Customer Service Representative
Gibson Farmers Insurance Agency
05.2022 - 02.2025
Team Lead, Life Guard
Hurricane Harbor
05.2020 - 09.2022
High School Diploma -
James Martin High School