Brian Staley
Summary
Dynamic professional with a proven track record at AZDHS, excelling in case investigations and public health outreach. Skilled in documentation accuracy and relationship building. I effectively navigated complex databases while maintaining patient confidentiality. Committed to continuous improvement with professional customer success and accurate data kills. I leverage critical thinking to enhance operational efficiency and support strategic initiatives. Computer literate with exceptional skills in HTML, Java, MS Word, MS Excel and Salesforce platforms.
Overview
8
8
years of professional experience
Work History
COVID-19 Response Frontline Case Investigator
Valor Global/AZDHS
10.2023 - 04.2025
- Conducted comprehensive case investigations to identify COVID-19 exposure and transmission pathways.
- Utilized electronic health record systems for accurate data entry and case management documentation.
- Provided support in developing communication strategies for public health outreach initiatives.
- Documenting confidential health information accurately while building rapport. Following
strict guidelines while still being personable. - Navigating numerous databases while on the call and probing for additional information.
- Participated in ongoing professional development opportunities related to COVID-19 best practices, staying informed on emerging trends and strategies for effective outbreak management.
Human Resources Specialist
XPO Logistics
07.2021 - 08.2023
- Facilitated recruitment processes, including job postings and candidate screening.
- Managed employee onboarding programs to enhance new hire integration.
- Assisted in developing training materials for employee development initiatives.
- Implemented HR policies and procedures to ensure compliance with regulations.
- Analyzed employee data to identify trends and inform strategic decisions.
- Managed the onboarding process; Making calls to potential employees, scheduling interviews, sitting in on interviews, and creating Offer Letters.
- Conducting tours of the facility for new employees for a smooth transition into the work environment.
- I multi-tasked with numerous databases and created a new filing system for past, current and new employees and staff.
Enrollment Specialist
UEI College
06.2020 - 05.2021
- Calling potential students with the opportunity to gain better education in their respected fields of
study. - Making 200+ calls per day with goals to get the most transfers to finical aid representatives or
counselors. Competitive environment and having sheer grit to overcome numerous declines to get
that one yes. - Expressing empathy on calls and gained report to better understand the potential student and then motivated them to better their education and their lifestyle.
- Communicated effectively via telephone, email, and in person with prospective customers.
Client Service Excellence Representative
The Vanguard Group Inc.
03.2019 - 05.2020
- Facilitated effective communication between departments to enhance service delivery.
- Resolved customer inquiries and complaints, ensuring high satisfaction levels.
- Maintained detailed records of customer interactions for quality assurance.
- Implemented process improvements to streamline operations and reduce response times.
- Qualifying customers with various Retirement and Investments products.
- Adjusting/Cashing out/ Transferring Annuity portfolios.
- Working with high dollar amounts and paying attention to detail to ensure all transactions are correct and executed the correct way.
- Communicating with numerous investments companies with extreme professionalism and precise instructions to ensure quality work.
Concierge Lead Specialist
Realtor.com
03.2018 - 01.2019
- Delivered exceptional customer service, addressing guest inquiries and resolving issues promptly.
- Cultivated relationships with local businesses to provide guests exclusive offers and recommendations.
- Make 200+ calls per day, receive multiple inbound calls. Reply via text and emails for the purpose of
qualifying potential home buyers and sellers. - Connecting customers with local Agent or Broker with exceptional professionalism.
- Providing potential buyers with general information on property of interest.
- Working along side the IT department in creating and providing feedback for a functional AI bot for the company's website.
Customer Support Specialist/Operations Assistant
JPMorgan Chase
06.2017 - 03.2018
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Streamlined support processes by implementing standard operating procedures, improving response times.
- Analyzed customer feedback to identify trends and recommend service improvements to management.
- Organizing files according to specific stages of applicant's process of request.
- Providing 40 employees with work based off of qualifications and clearances.
Education
Associate of Applied Science - Information Technology
Navajo Technical University
Crownpoint, NM05-2016
Skills
- MS office
- 5 Years of Professional Customer Service Experience
- Exceptional active listening, interpersonal communication and consultive sales skills
- Excellent verbal, written and building report skills with the ability to overcome objections
- Self-starter, outstanding organizational skills, and top shelf managerial abilities
- Perfect record of paying attention to detail and accurately documenting data
- Computer literate with proficient knowledge in programs such as Microsoft Word, Microsoft Excel, PowerPoint, MS teams, CRM, Outlook, Zoom, Slack, Salesforce, DocuSign, QuickBooks, Dropbox, Command Prompt, Java, Python, CSS, and HTML
- Knowledgeable with Networking and Social Media platforms
- Professional demeanor with tested problems-solving and scheduling coordination skills
Timeline
COVID-19 Response Frontline Case Investigator
Valor Global/AZDHS
10.2023 - 04.2025
Human Resources Specialist
XPO Logistics
07.2021 - 08.2023
Enrollment Specialist
UEI College
06.2020 - 05.2021
Client Service Excellence Representative
The Vanguard Group Inc.
03.2019 - 05.2020
Concierge Lead Specialist
Realtor.com
03.2018 - 01.2019
Customer Support Specialist/Operations Assistant
JPMorgan Chase
06.2017 - 03.2018
Associate of Applied Science - Information Technology
Navajo Technical University
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