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Resume

Job History

Brett Turner Agency, American Family Insurance - Walla Walla, WA (October 2018 - Present)

Customer service representative for the Brett Turner Agency, an agent of American Family Insurance, selling and servicing personal and business insurance policies. Licensed in Washington and Oregon for Property and Casualty lines (see disclaimer). During this time, the agency has consistently been one in the top 50 American Family Insurance agencies, and achieved Agency of the Month once. (Official employment records may show my employer during this time as The Employer Group LLC, as they are a co-employer with the Brett Turner Agency, with The Employer Group providing HR and payroll functions.)

Sykes Enterprises Inc - Milton-Freewater, OR (June 2014 - January 2018)

In the space of three-and-a-half years, I worked for three clients in a variety of positions, all within the financial services sector. One of these companies was one of the 10 largest banks in the United States, and another was in the top 15. Below are the positions I held while at Sykes and the contributions I made in each:

  • Customer Service Representative I (June 2014 - January 2015): Provided online banking assistance. Contributed to extremely high customer satisfaction, beating the client’s own internal teams.
  • Subject Matter Expert (January 2015 - August 2016): Provided answers to fellow employees’ questions so they could best assist the customers with their credit cards. Following a client change I was the newest employee selected for the initial team of SMEs, and I was part of the team selected to help support the opening of a large Sykes center in Boise, ID in the fall of 2015. Remained in this position until a change of client.
  • Customer Service Representative I (August 2016 - January 2017): With a client change in 2016, the Subject Matter Expert position was eliminated, and we were placed back into the CSR I position. During this time I was assisting customers with personal deposit accounts, along with basic online banking inquiries.
  • Part-Time Quality Assurance (January 2017 - May 2017): Evaluated representatives’ calls for meeting client standards, for half of my work day I was assigned to evaluate and provide coaching to new representatives leaving training to support them providing quality service and meeting client standards.
  • Team Lead (May 2017 - January 2018): Lead a team of between 10 and 20 direct reports, provided regular coaching, support, and training to seek to meet client goals around efficiency and quality of customer service for customers’ credit card accounts. Duties also included some administrative and follow-up work on customers’ accounts and the ability to make some well-documented exceptions to standard procedure for customers in warranted situations.

BYU-Idaho - Student Employment (January 2013 - April 2014)

  • Tutor for Creating Online Media Course (February 2013 - April 2014): I helped students as they learned HTML, CSS, and a little PHP. I had to take fairly technical concepts and make them easy to understand for people with little or no technical experience. I received almost universally positive feedback from students who participated in tutoring sessions. It was no easy task either: after taking a giant pile of CSS code written by somebody with barely any idea what they’re doing and figuring out what’s going wrong, you feel like you can do anything!
  • Communication Department Lab Assistant (January - December 2013): I staffed the open lab for students to come get help with their assignments. They usually needed help with the Adobe Creative Suite programs or WordPress websites.

Fox Webstores (Summer 2013 Internship)

Intern: I helped create a number of product and tutorial videos for their online stores. It included everything from scripting to final upload and YouTube optimization.

Soapbox Agency

Various Roles: A classroom/advertising agency that I participated in for 3 semesters. I assisted in the production and editing of commercials and informational videos for paying clients.

Walla Walla Sweets Baseball - Walla Walla, WA (June - August 2011)

Gameday Entrance Operations: I was a ticket taker and bag searcher for guests entering Borleske Stadium. It was a surprisingly fun job that helped me learn to like baseball!

Limousine Call Center - Walla Walla, WA (May - August 2008)

Reservation Specialist: This was a job at an inbound call center for various limousine services throughout the world. I took customer orders quickly and effectively, including handling of sensitive data.

Education and Other Experience

Bachelor of Science in Communication from Brigham Young University - Idaho (graduated April 2014)

Emphasis in video production with modules (basically half-minors) in visual media and business.

Full-Time Missionary for the Church of Jesus Christ of Latter-day Saints (August 2008 - August 2010)

I served as a full-time proselyting missionary for two years in Northern Utah (several different cities, from Bountiful, just north of Salt Lake City, north up to Logan).