Ethan Davis
Richmond,VA
Summary
Diversified experience providing exceptional service and support working with people of all ages and backgrounds. Established reputation for reliable and consistent service, exceeding goals and leading groups of people into exceeding company standards.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Customer Experience Associate
Holiday Barn Pet Pet Resorts
11.2023 - 06.2024
- Looked for additional ways to expand products to customers by upselling new products and services.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Maintained extensive knowledge of company services to recommend items aligned with customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs to repeatedly make top 3 earnings in commissions.
- Liaised with day care, grooming and pet care teams to develop solutions and accomplish shared objectives.
- Performed opening and closing duties involving cash counting, daily financial reports and logs of incoming and outgoing guests.
- Welcomed arriving guests into the facility while preparing their stay with appropriate activities and lodging accommodations.
- Prepared departing guests with their belongings for departure and checked all guests out after payment collection.
- Lead tours of the facilities and accommodations.
Operations Supervisor
ResultsCX
04.2018 - 10.2023
- Coached a team of 20 agents on performance opportunities using weekly sessions and observation in consultation with key performance indicators (KPIs), improving survey ratings by 2-3%.
- Strategized department goals in collaboration with 7 leaders and 120 employees, diagnosing performance inefficiencies through quality assurance, meeting goals 96% of the time, on average.
- Innovated a productive and empowering team culture by addressing behavioral issues and implementing employee recommendations, improving job satisfaction ratings by almost 30%.
- Delegated a sizable budget for use in self designed incentive activities that would drive performance across multiple key performance indicators (KPIs).
- Advocated for my employees when constructing work schedules, inquiring of schedule changes and disputing pay discrepancies with workforce management (WFM) and human resources (HR).
- Collaborated with account managers and site directors as a champion of our standard operating procedures (SOPs) and success factors to improve stack ranking of the site within the enterprise from bottom 3 to top 3
To Go Specialist
Olive Garden
06.2013 - 09.2018
- Handled high-stress situations gracefully, resolving customer concerns promptly and professionally to push survey satisfaction scores to 5% above goal.
- Answered to-go order phone calls, conveying menu options over telephone and accurately estimating time of delivery.
- Collaborated with kitchen staff to ensure timely completion of all to-go orders.
- Operated cash register to accept cash, debit and credit card payments from customers.
- Charged with training all new To Go Specialists, developing good habits and a confident approach to the standards of the company. Instilled post worthy service into all fellow team members.
- Prepared, packaged and delivered large, detailed catering orders to businesses and private events.
Education
Associate of Science - Science
J. Sargeant Reynolds Community College
Richmond, VA 2024.01 - Current
No Degree - Biology
Virginia Commonwealth University
Richmond, VA 2013.08 - 2015.11
Skills
- Customer Retention Strategies
- Client Advocacy
- Issue and Complaint Resolution
- Report Creation
- Service Upselling
- Administrative and Office Support
- Data Entry
- Technical Support
- Coaching and Development
- Microsoft Office Suite
- Task Delegation
- Computer Hardware
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate of Science - Science
J. Sargeant Reynolds Community College
2024.01 - Current
Customer Experience Associate
Holiday Barn Pet Pet Resorts
11.2023 - 06.2024
Operations Supervisor
ResultsCX
04.2018 - 10.2023
No Degree - Biology
Virginia Commonwealth University
2013.08 - 2015.11
To Go Specialist
Olive Garden
06.2013 - 09.2018
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