Summary

I put my whole effort into the roles that I have worked. I have been fortunate to have companies that have rewarded that effort and given me a chance to learn new skills and grow in my professional capacity. Through this, I have developed a proficiency in several areas:

●A work ethic that is focused and task driven

●Detail oriented and organized

●An attitude that is positive in challenging and stressful situations

Professional Experience

Workers Compensation Claim Advocate - COVID Clinic / Rume Health June 2022 - Present

●Reported and managed all work comp claims within the company of a 1000+ employees

●Worked closely with claim adjusters to manage over 60 claims simultaneously.

●Facilitated claims investigations

●Developed an ergonomics program for the company and created and held ergo trainings with 20+ different teams

●Actively completing 120 hour adjuster training program required by the state of CA through IEA

Quality Assurance Lead - COVID Clinic April 2022 - June 2022

●Answered customer reviews and complaints for 253 business locations

●In 1 month, created a process to bridge communications between field workers and customer service members to create a better customer experience

●Created and led a team that managed and addressed social media customer complaints across multiple platforms

Customer Experience Lead - COVID Clinic Inc. July 2021 - April 2022

●Created and led a team of 30+ members to input thousands of test results into state health departments across the United States. This started off as an urgent project and ended up becoming a department as our team fulfilled a void in processes.

●Quickest average response rate in CX Department while keeping quality score in top tier.

●Highest amount of customer tickets handled across the 150+ person department.

●Created processes to track test results for 20 states

●Held weekly team meetings and 1:1 progress reviews with my team members

●Became known as a go to for any one-off projects that needed to be done. Can think out of the box and develop new processes.

●Effectively trained 100+ CX representatives. Was able to decrease onboarding time from weeks down to a few days.

Laboratory Technician - Utah State University Bumblebee Research Laboratory March 2015 - October 2015

●Traveled across the country collecting and categorizing bee specimens for research into the spread of harmful fungal infections in bee populations.

●Maintained research hives and provided cleaning and care for live specimens.

Back Office Management - Air O Fasteners February 2014-December 2014

●On-boarded 75% faster than previous employees

●Managed invoicing in excess of $300,000 per month

●Reviewed and fixed 20,000 plus sales orders per month to ensure quality control

●Offered excellent customer service on the phone and at the counter

Range Ecologist - Aster Canyon Consulting May 2013-October 2013

●Reclamation monitoring, vegetative field studies, soil sampling, and wetland delineations across oil fields and wetlands

●Increased crew productivity by 15% through collaboration and improved project management

●Learned characteristics of more than 30 sage-steppe grasses, forbs, and shrubs for field identification

●Identified habitats and signs of pygmy rabbits for over 80 sites

Laboratory Technician - Mt. Nebo Scientific March 2012-May 2013

●Identified, subsampled, and weighed aquatic insects from more than 100 Utah stream locations to determine water quality

●Analyzed data results and produced statistical reports from 3 years of collections

Field Technician - Plant and Wildlife Sciences, Brigham Young University April 2012-August 2012

●Performed detailed vegetation and soil sampling across Utah’s deserts

●Collected and cataloged cover density and vegetation bio mass data from 20+ locations

●Independently dried, weighed, and recorded over 600 collected samples of herbaceous fuels

●Sorted 300+ samples of shredded materials from trees and shrubs for further fuel analysis

Research Assistant - Biology Department, Brigham Young University Dec 2008-Dec 2009, Sep 2011-Dec 2012

●Electroshocked, caught, identified, and preserved fish, while removing otoliths for DNA research

●Cataloged and recorded data on 1000+ fish

●Reduced time spent by researchers through data quality improvements for 30+ specimens and 10 years of collection data

●Followed regulations to keep the lab safety inspected for 3 years

Education Bachelor of Science, Brigham Young University, Provo, Utah December 2012

Major: Integrative Biology 3.2 GPA

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