Ethan Villard
7806 Lobella Street, Las Vegas
Summary
Dynamic customer service supervisor with a proven track record at Paysign, adept at conflict resolution and team management. Successfully trained over 60 representatives, enhancing service quality and efficiency. Skilled in problem-solving and effective communication, I thrive in high-pressure environments, ensuring customer satisfaction and operational excellence.
Overview
9
9
years of professional experience
Work History
Pool Cleaner
Next Generation Pools LLC. 725-263-3009
Las Vegas
08.2020 - Current
- Am employed part time with this company currently, and have worked this job as a secondary job while working the previously listed jobs prior.
- Checked safety features such as ladders, handrails, lights for functionality.
- Inspected all pool components for damage or wear and tear on a regular basis.
- Removed debris from the surface of the pool using nets or skimmers.
- Assisted customers with questions regarding maintenance of their swimming pools.
- Performed chemical tests to ensure proper balance of pH levels in the pool water.
- Completed seasonal shutdown of pools by draining, covering and storing equipment.
Customer Service Supervisor
Paysign,2615 Saint Rose Pkwy Ste 100, 888-522-4853
Henderson
08.2021 - 06.2024
- Trained new customer service representatives on company policies and procedures. From the Duration of 2022 - 2024 was the trainer for the customer service department of the call center , trained over 60+ Customer Service Representatives.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department. Have dealt with multiple high-pressure, intense altercations with customers who were dissatisfied with the company's procedures.
- Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
- Recruited qualified personnel when needed for open positions within the department.
- Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.
- Assisted in developing training materials for new hires as well as existing employees. Aided in the development of software F.A.Q. Pages via the website https://www.Salesforce.com to better assist our agents in properly meeting customers needs and concerns.
Day Camp Counselor
City of Henderson Parks & Recreation
Henderson
06.2016 - 07.2021
- Operated as a lead manager at the City of Henderson's "Kidz Zone" day care program seasonally during the summer while I was in high school. Post high school graduation in 2020, I was employed full-time with the City at Silver Springs Recreation Center, located at 1951 Silver Springs Pkwy, Henderson, NV 89074, Phone: (702) 267-5720 and Multi-Generational Recreation Center, located at 250 S Green Valley Pkwy, Henderson, NV 89012.
- Responded quickly and calmly in emergency situations as needed.
- Administered first aid treatments when necessary or requested by parents and guardians.
- Provided guidance and support to campers aged 5-12 in daily activities.
- Encouraged positive social interaction among campers while promoting a respectful environment.
- Monitored camper activity areas for cleanliness and tidiness at all times.
- Performed regular inspections of playground equipment to ensure it is properly maintained.
COVID-19 Rapid Response Team Member
City of Henderson Parks & Recreation
Las Vegas
05.2020 - 07.2020
- Provided technical assistance in developing strategies for increasing access to testing services in undeserved areas.
- Prepared reports summarizing activities undertaken during response operations.
- Maintained records of all responses undertaken during rapid response operations.
- Assisted with the development of protocols and procedures for contact tracing, testing, and case management.
- Administered the distribution of COVID-19 vaccines during the beginning of the 2020 pandemic while working for the City of Henderson , Via the Galleria Mall vaccination clinic located at 1300 West Sunset Road in Henderson, Nevada.
Education
High School Diploma -
Silverado High School
Las Vegas, NV06-2020
Skills
- Conflict resolution
- Maintaining professionalism in escalated environments
- Adaptive
- Team management
- Time management
- Problem solving
- Effective communication
- One call resolution
Timeline
Customer Service Supervisor
Paysign,2615 Saint Rose Pkwy Ste 100, 888-522-4853
08.2021 - 06.2024
Pool Cleaner
Next Generation Pools LLC. 725-263-3009
08.2020 - Current
COVID-19 Rapid Response Team Member
City of Henderson Parks & Recreation
05.2020 - 07.2020
Day Camp Counselor
City of Henderson Parks & Recreation
06.2016 - 07.2021
High School Diploma -
Silverado High School
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