Ethin Mckinnon
Hattiesburg,MS
Summary
With a proven track record at Jackson Hewitt Tax Svc, I excel in upselling and complaint resolution, blending exceptional interpersonal skills with complaint resolution expertise. My experience spans urgent 911 dispatching and youth tennis coaching, showcasing my adaptability and group instruction proficiency. Achievements include enhancing customer service outcomes and significantly improving student-athlete performance.
Overview
7
7
years of professional experience
Work History
Call Center Representative
Jackson Hewitt Tax Svc
Biloxi, MS
02.2022 - 12.2024
- Identified opportunities to upsell additional products or services when appropriate.
- Maintained detailed records of customer interactions and transactions for future reference.
- Managed customer expectations by clarifying needs, identifying options, and recommending products and services.
- Offered resolutions to de-escalate calls and solve customer issues.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Consulted with customers to resolve service and billing issues.
911 Emergency Dispatcher
George County Sheriff's Office
Lucedale, MS
05.2024 - 08.2024
- Routed non-emergency calls to appropriate departments or agencies when applicable.
- Identified priority calls based on severity of situation, urgency, or special circumstances.
- Created incident reports detailing all pertinent information regarding each emergency call.
- Maintained contact with field units via radio, providing directions and assistance as needed.
- Utilized mapping software programs to plot locations of incidents quickly and accurately.
- Provided pre-arrival instructions over the phone such as CPR and first aid instructions, fire evacuation procedures.
- Assisted departments with special requests for assistance and BOLOs.
- Communicated effectively with other dispatch centers to coordinate resources when responding to large scale events.
- Utilized proper telephone etiquette when speaking with callers in order to maintain a professional demeanor.
- Dispatched calls to relevant police, fire or medical response personnel depending on individual call situations.
- Dispatched police officers and emergency personnel to calls for service.
- Prioritized responses to public emergency and non-emergent calls to promptly dispatch police, fire and EMS while tracking data in real-time.
- Provided support services for police officers in the field by locating addresses, researching suspects, running license plate numbers.
- Acted calmly and professionally under pressure while making decisions in high stress situations.
- Responded to emergency calls routed by automatic distribution system.
Assistant Tennis Pro
Ocean Springs City Courts
Ocean Springs, MS
06.2018 - 08.2024
- Analyzed player performance data in order to identify areas that need improvement.
- Coordinated pre-season tryouts, training camps and special workshops to support team goals.
- Adjusted coaching techniques to meet athlete needs and address strengths and weaknesses.
- Maintained accurate records of student progress through regular assessments.
- Collaborated with other instructors to create a positive learning environment for all students.
- Worked closely in training capacity with fellow student-athletes during off-season.
- Facilitated discussions between players about game strategy prior to match play.
- Utilized various teaching methods to ensure students understand techniques being taught.
- Communicated with parents regarding their children's progress throughout lessons or classes.
Education
Associate of Science - Kinesiology
Jones County Junior College
Ellisville, MS05-2025
Skills
- Account updating
- Call logging
- Complaint resolution
- Interpersonal skills
- Resolving issues
- Skill progression monitoring
- Group instruction proficiency
- Youth development expertise
- Exceptional time management
- Adaptive teaching methods
Affiliations
- Tennis player at Jones College
Accomplishments
- Honors College student
- Phi-Theta-Kappa recipient
References
References available upon request.
Timeline
911 Emergency Dispatcher
George County Sheriff's Office
05.2024 - 08.2024
Call Center Representative
Jackson Hewitt Tax Svc
02.2022 - 12.2024
Assistant Tennis Pro
Ocean Springs City Courts
06.2018 - 08.2024
Associate of Science - Kinesiology
Jones County Junior College
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