Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Earl Pullem

Portland,OR

Summary

Highly skilled professional with over 15 years of experience in problem resolution and customer management. Proven ability to communicate effectively with customers and colleagues, actively listen to customer needs, and provide compassionate assistance. Possess excellent problem-solving skills, product knowledge, and time management abilities. Adaptable and persuasive, with a track record of delivering exceptional customer service. Analysis.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Self-Employed

Uber, Lyft
06.2015 - 06.2024
  • Transported passengers safely and efficiently from one destination to another maintaining 100% customer satisfaction rate.
  • Provided outstanding customer service by ensuring that passengers arrived at their destinations safely and quickly
  • Maintained cleanliness and excellent condition of vehicle, resolving customer problems and ensuring customer satisfaction
  • Conducted research to gather information about technical topics
  • Wrote clear concise technical documents, including manuals, user guides, and online help systems
  • Edited proofread technical documents to ensure accuracy and consistency
  • Collaborated with subject matter experts, developers, and other stakeholders to ensure that technical documents met needs of audience
  • Interacted with diverse populations and provided excellent customer service to all visitors.

Restaurant General Manager

Pizza Hut (Flynn Restaurant Group)
10.2019 - 04.2023
  • Managed daily operations of 1 million dollar plus franchise
  • Oversaw hiring, training, and scheduling of staff to maintain high levels of customer service
  • Created and maintained budgets to achieve goal of labor and inventory cost variance of under 1.5%
  • Implemented and maintained health and safety standards ensuring compliance with regulations, leading to 100% success rate on industry and government inspections and audits.
  • Carefully interviewed, selected, trained, and supervised staff to decrease employee turnover rate by 45%.

Senior Business Analyst

Bonneville Power Administration (Contractor)
05.2012 - 10.2015
  • Managed deployment of new business processes department of over 50 employees.
  • Implemented and integrated supporting software, and coordinated changes as change manager for 4 discreet business teams encompassing over 80 employees.
  • Planned, developed, and deployed change management initiatives for technical implementation, including productivity software (MS Project), including software systems and technical applications
  • Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
  • Created project objectives through consultation with stakeholders and management, identified resource needs, and successfully executed project deliverables.

Senior Business Systems Analyst

Standard Insurance Company
09.2005 - 09.2009
  • Managed and facilitated analysis and documentation of business processes to identify and implement improvements for 18 teams and over 250 employees.
  • Collaborated with cross-functional teams to gather and prioritize business requirements for system enhancements and projects with implementation of more than 20 enterprise-wide projects in support 30 field offices.
  • Performed thorough data analysis and created detailed reports to support decision-making and drive business growth.
  • Implemented and maintained business systems and applications, ensuring functionality, usability, and data integrity.
  • Provided training and support to end-users, ensuring smooth adoption and utilization of new systems and processes.

Education

Bachelor’s - English Literature and Political Science

University of Oregon
Portland, OR
06.1994

Skills

  • Customer Service

  • Microsoft Office

  • MS Project

  • Access

  • Conflict mediation

  • Requirements Gathering

  • Teamwork and Collaboration

  • Problem-Solving

  • Agile Methodology

  • User Acceptance Testing

  • Stakeholder Management

Certification

SERV Safe Food Protection Manager Certification

Timeline

Restaurant General Manager

Pizza Hut (Flynn Restaurant Group)
10.2019 - 04.2023

Self-Employed

Uber, Lyft
06.2015 - 06.2024

Senior Business Analyst

Bonneville Power Administration (Contractor)
05.2012 - 10.2015

Senior Business Systems Analyst

Standard Insurance Company
09.2005 - 09.2009

Bachelor’s - English Literature and Political Science

University of Oregon

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Earl Pullem