Data Entry-remote
Resume:
Brett Thurman
Professional Summary
Dependable worker with knowledge of customer service, data entry, and records management. Highly organized and self-motivated, with excellent communication and interpersonal skills. Demonstrated ability to prioritize tasks and meet deadlines.
Experience
Customer Care Representative
September 2024 to Present
Oregon Humane Society - Portland, OR
Senior Analyst
July 2002 to January 2022
State of California - Department of Managed Health Care - Sacramento, CA Address: Portland, OR 97239
Phone: 916-***-**** - Email: *************@******.***
• Consistently provide excellent customer service, hospitality and responsiveness. Demonstrate empathy appropriate to the situation, including being joyful when adoptions occur. Treat all pets, employees, volunteers, and clients with dignity and respect on and off the premises.
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Provide assurance to clients by being knowledgeable, courteous and trustworthy when providing information about shelter policies, programs, and promotions.
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Promptly answer phones and provide accurate information to callers. Maintain knowledge of pet inventory, shelter events, adoption promotions and special needs of the shelter on a daily basis.
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• Maintain knowledge of incoming animal procedures.
• Provide education regarding the adoption or redemption of a pet in a complete and accurate manner. Reliably and accurately complete work by following up on requests, checking work for errors, completing requests on or before deadlines and assuming responsibility for successes or errors.
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Resolve complaints and issues that may arise with the public, employees or volunteers; asking for support from Supervisor when necessary.
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• Manage emotionally charged situations with tact, empathy and respect for all parties involved. When appropriate, refer public to resources outside of OHS that may meet their specific needs or requests including breed rescues, other adoption agencies, and spay/neuter assistance programs.
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Work daily with animals of varying size and temperament, handling individual animals in a safe, caring and respectful manner.
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Maintain open communication and collaborate with other OHS departments when evaluating incoming pets. Collaborate and communicate effectively with each staff member regarding any animal in residence.
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Attend staff meetings and trainings as scheduled. On daily basis, read email and Teams communications. Keep current with shelter event and program updates.
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Adhere to all OHS safety, training, and handling and transportation protocols in order to ensure that the shelter environment is safe for animals, the public, volunteers and other employees. Maintain a clean and orderly work area. Restock materials regularly.
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• Assist in training new staff /volunteers.
• Assist with public education events such as tours and/or presentations.
• CRM Business Analyst provided end-user support for CRM.
• Created ad-hoc queries of consumer health care case data and provide detailed reports to management.
• Performed data entry of confidential consumer case information (HIPAA).
• Performed data clean up of large data sets under tight time constraints.
• Acted as a liaison between IT and the end-user community.
• Analyzed case data from database to identify health care trends.
• Created test scripts to test CRM system updates.
• Monitored projects to ensure completion within projected timeframe.
• Identified cost-savings through improved efficiency of current programs.
• Analyzed data to evaluate the effectiveness of existing programs and recommend changes. Customer Service Representative
February 2001 to July 2002
State of California - Department of Managed Health Care - Sacramento, CA Customer Service Agent/Training Coordinator
December 1996 to January 2001
Southwest Airlines - Sacramento, CA
Education
Bachelor of Arts (B.A.) : Marketing
California State University - San Francisco
Bachelor of Arts (B.A.) : Marketing
California State University - Chico
Skills
Certifications
Participated in meetings with stakeholders to discuss proposed solutions for addressing identified problems and to propose changes to CRM system.
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• Developed training materials to instruct staff on proper use of program resources.
• Trained end-users on new system updates.
• Kept records of assigned testing and prepared required reports.
• Facilitated interagency communication between government entities involved in project development.
• Worked remotely from home for 3 years
• Retired from California State Service after 20 years. In a call center setting, responded to a high volume of complex inquiries and complaints from consumers, relating to their health care service plans.
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Team leader in developing and running the Kaiser and PacifiCare Quick Resolution Program; The Quick Resolution Program was developed to help resolve consumer related issues at the ground level.
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• Referred non-jurisdictional issues to appropriate state agencies.
• Provided reports to Department Chiefs.
• First contact for Southwest Airline's customers when they arrive at the airport.
• Assisted customers with making reservations for travel and ticket purchase.
• Checked in flights under tight time constraints.
• Assisted customers with questions regarding travel on Southwest Airlines.
• Followed all FAA safety regulations and procedures.
• Trained new hires on their job duties and reported to the Training Supervisor on the new hire's progress.
• Developed strong customer relationships and loyalty through effective communication. Demonstrated excellent customer service skills by promptly responding to inquiries and resolving customer issues.
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• Developed strong communication skills while interacting with customers from diverse backgrounds.
• Handled customer complaints and inquiries in a courteous and efficient manner.
• Proficient in MS Word and Excel • Adaptability
• Problem Solving • Attention to Detail
• Analytical Skills • Multitasking Abilities
• Comptia A+ Certification • COMP10290634
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