Ethan Caviness
Minneapolis
Summary
Experienced Call Center Advisor with over six years of experience in enhancing client satisfaction and resolving intricate issues.
Proven track record of success with Gravie clients over a two-year period.
Demonstrates strong work ethic, adaptability, and exceptional interpersonal skills. Capable of working independently and rapidly acquiring new competencies.
Overview
7
7
years of professional experience
Work History
Gravie Care Advisor
Gravie
Minneapolis/Bloomington
10.2023 - Current
- Achieved selection as an Advisor within five months of serving as a Gravie Care Advocate.
- Actively participating in outreach projects, including virtual appointments and on-site member assistance.
- Providing expert advice and guidance to customers regarding health insurance plans, coverage options, and benefits within the Individual Market, and State/Federal Exchange during Open Enrollment and Special Enrollment Periods.
- Facilitating in directing transition to Medicare
- Facilitating in payment set up and advocating for clients in regards to premium & application disputes
- Maintaining up-to-date Health and Accident licensure in multiple states.
Security Guard
James Ballentine VFW Post 246
Minneapolis
07.2022 - Current
- Proven record of subject matter expertise in de-escalation and resolution in various situations with a wide clientele
- Was chosen by Head of Security to be the team lead of the 9 members of Security Staff
- Drafted and created handouts for the staff and provided team enrichment through soft skill scenarios
- Identify potential security risks and recommended corrective actions.
- Interact with law enforcement officials to report incidents or violations of laws and regulations.
- Address problems quickly and reported clear information while working under minimal supervision.
- Advise persons of rule infractions or violations and evict violators from premises.
Health Care Advocate
Gravie
Minneapolis
05.2025 - 09.2025
- Communicated effectively with policyholders and health insurance providers, providing updates and explaining claim processes.
- Delivered exceptional customer service to clients by communicating information and actively listening to concerns.
- Facilitated via outreach, conference call and email correspondence with policyholders and providers regarding claim benefits and In-Network Status of Providers in Gravie's Network for Group Insurance (Aetna and Cigna)
- Provided expert advice and education regarding policy, benefits, medical insurance terminology and portal creation and usage.
Customer Service Representative/SURGE Coordinator
Voya Financial
06.2018 - 05.2022
- Rotated roles quarterly/monthly for training and task assignments to drive continuous improvement opportunities and process enhancements.
- Successfully piloted SURGE initiative at Voya Financial, securing a permanent role in the program.
- Achieved top performance in Contact Center for Customer Satisfaction & Survey KPIs consistently.
- Answered inbound calls, chats and emails to facilitate customer service.
- Provided accurate information about products and services to customers.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Associate of Arts - Liberal Arts
Victor Valley College
Victorville, CA06-2015
Skills
- Health insurance
- Client outreach
- Policy analysis
- Data management
- Regulatory compliance
- Customer service
Highlights And Achievements
- Promoted to Advisor from Advocate in five months.
- Demonstrated leadership in training cohort.
- Consistently recognized by peers for soft skills, teamwork, flexibility, and resolution-facing mindset
- Consistent top performer on Customer Satisfaction & Survey KPIs
Languages
Spanish
Limited
German
Elementary
French
Limited
Timeline
Health Care Advocate
Gravie
05.2025 - 09.2025
Gravie Care Advisor
Gravie
10.2023 - Current
Security Guard
James Ballentine VFW Post 246
07.2022 - Current
Customer Service Representative/SURGE Coordinator
Voya Financial
06.2018 - 05.2022
Associate of Arts - Liberal Arts
Victor Valley College