Ethan Davis

• 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.

● Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
● Develop strong federal insurance knowledge to provide informed recommendations based on individual beneficiary needs.
● Exceed performance metrics consistently, earning recognition as a top performer within the team.
● Deliver exceptional customer service to every beneficiary by leveraging extensive knowledge of Medicare and the federal
Marketplace and creating welcoming, positive experiences.

• 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

• 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.