Jorge Gavilanes
Summary
Knowledgeable and dedicated customer service professional with extensive experience in both emergency services and the fitness industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients and coworkers. 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.
Overview
6
6
years of professional experience
5
5
Certificates
Work History
Customer Service Representative
Crunch Fitness
05.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Firefighter
Shaw Fire Department
08.2019 - Current
- Inspected apparatus, equipment, grounds, and stations for proper order and condition.
- Prepared reports of fires, equipment and personnel.
- Mentored new firefighters, fostering a positive work environment conducive to professional growth and development.
- Collaborated with other fire departments for mutual aid support during major incidents, augmenting available resources as needed to ensure public safety objectives were met efficiently.
- Oversaw accountability program and ensured $1.2million worth of equipment was accounted for and stored properly.
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
- Drove and operated structural pumpers, tankers, ladders, and service vehicles to aid in rescue operations.
- Trained new firefighters to comply with safety protocols and equipment usage.
Personal Trainer Intern
Al Dhafra AB, UAE
01.2024 - 04.2024
- Demonstrated a commitment to personal growth by regularly seeking feedback from senior trainers and acting upon constructive criticism received in order to continually refine skills and better meet the needs of all clients moving forward.
- Assisted with administrative duties such as scheduling appointments, signing up new members, and updating client records as needed, contributing to overall efficiency within the workplace environment itself.
- Enhanced client satisfaction through conducting thorough assessments and providing constructive feedback on progress.
- Empowered clients by providing both physical and emotional support during particularly difficult moments, ensuring feelings of self-doubt never overpowered their desire to succeed within the gym setting.
911 Emergency Dispatcher
Shaw Fire Department
08.2022 - 06.2023
- Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
- Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
- Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
- Received, logged, and prioritized emergency and non-emergency calls for service.
- Proficient in working with and reading alarm codes for companies such as Monaco.
Landscaper
Essex County Department Of Public Works
06.2016 - 08.2018
- Golf course maintenance worker in conjunction with Essex County Department of Parks and Recreation.
- Landscaped/maintained 6,800 yard golf course.
- Performed upkeep of existing land by trimming, weeding, gardening, and uprooting.
- Experience using lawn mowers, string trimmers, leaf blowers, saws, and other landscaping equipment with proper PPE.
Education
Associate of Applied Science - Kinesiology
Western Oklahoma State College
Altus, OK06.2025
Associate of Science - Fire Science
Community College of Air Force
Montgomery, AL01.2025
High School Diploma -
Nutley High School
Nutley, NJ06.2018
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Computer Proficiency
- Complaint Handling
- First Aid Certified
- Fitness and Agility
- Medical equipment usage
- Emergency medical treatment
Accomplishments
- Achieved American Humanitarian Service Award through effectively aiding in over 200 COVID-19 related emergencies.
- U.S. Air Force Air and Space Achievement Medal Recipient.
- 2x United Services Organization Volunteer of the Month award winner.
- United Services Organization Volunteer of the Quarter award winner.
Certification
- CPT - Certified Personal Trainer
- EMR - Emergency Medical Responder
- EVOC - Emergency Vehicle Operators Course
- HAZWOPER - Hazardous Waste Operations and Emergency Response
- NIMS - National Incident Management System
Timeline
Personal Trainer Intern
Al Dhafra AB, UAE
01.2024 - 04.2024
Customer Service Representative
Crunch Fitness
05.2023 - Current
911 Emergency Dispatcher
Shaw Fire Department
08.2022 - 06.2023
Firefighter
Shaw Fire Department
08.2019 - Current
Landscaper
Essex County Department Of Public Works
06.2016 - 08.2018
Associate of Applied Science - Kinesiology
Western Oklahoma State College
Associate of Science - Fire Science
Community College of Air Force
High School Diploma -
Nutley High School