Lackanar Hoeurn
Sacramento,CA
Summary
Results driven Staff Services and Human Resources Analyst with expertise in data analysis, training development, and compliance management. Skilled at delivering effective training, streamlining workflows, and providing actionable recommendations to improve operational efficiency. Adept at collaborating with cross-functional teams, enhancing employee-related processes, and implementing HR strategies aligned with organizational goals. Strong problem solving, analytical, and communication skills, with a proven record of improving service delivery and fostering positive workplace relationships. Committed to continuous learning and driving results in fast-paced, dynamic environments.
Overview
11
11
years of professional experience
Work History
Staff Services Analyst
State Of California
Sacramento, California
08.2025 - Current
- Provided consultation services to departmental managers, program staff across more than 160 departments, and the public regarding civil service selection processes
- Interpreted and applied California State Civil Service Merit System laws, rules, and regulations related to examinations, certifications, hiring, and exempt appointments
- Researched, assessed, and resolved complex selection and testing issues, ensuring compliance and consistency
- Conducted research and developed recommendations to support business cases, operational decisions, and policy development
- Delivered training services to internal and external stakeholders on selection processes, ECOS, legacy systems, and related procedures
- Developed training curricula, guidance materials, and instructional documentation for onboarding and ongoing learning
- Coordinated and facilitated training sessions on applications, databases, systems, and procedural updates
- Maintained current knowledge of civil service laws, standards, and guidelines to ensure accurate training delivery
- Initiated and submitted recommendations for improvements to selection systems and services, including ECOS and legacy platforms
- Participated in quality improvement initiatives, user acceptance testing (UAT), and system development activities
- Identified system, selection, and testing issues and collaborated with departments, management, IT teams, and project stakeholders to develop solutions
- Analyzed qualitative and quantitative data trends to support operational planning, program evaluation, and decision-making
- Evaluated program effectiveness, system performance, and compliance with applicable standards and regulations
- Conducted research on best practices, emerging industry trends, and new technologies to inform strategic initiatives
- Identified opportunities to improve service delivery through automation, workflow streamlining, and process enhancements
- Provided technical assistance by troubleshooting hardware, software, application, and network-related issues
- Diagnosed system performance issues through log analysis, queries, and root cause investigations
- Supported system installations, updates, testing, and quality assurance activities
- Created and managed user accounts, access permissions, and security controls to ensure data integrity and compliance
- Supported HR and administrative operations by maintaining employment records and ensuring accurate documentation
- Assisted with policy development, reviewed existing policies and procedures, and recommended improvements
- Prepared correspondence, memoranda, and analytical reports for leadership and stakeholder review
- Coordinated cross-functional and interdepartmental teams to align project objectives and timelines
- Streamlined communication between stakeholders to support efficient execution of initiatives
- Monitored project progress to ensure deadlines, quality standards, and cost-effectiveness were met
- Evaluated departmental needs and delegated tasks to optimize productivity and outcomes
- Utilized document management systems to organize and maintain records for easy retrieval
- Implemented quality assurance measures to ensure data accuracy and completeness
- Maintained positive working relationships with staff, management, and business partners
- Identified customer and departmental needs promptly and delivered professional, knowledgeable service
Personnel Technician I
State Of California
Sacramento, New Mexico
07.2024 - 08.2025
- Maintained accurate employee records in compliance with federal and state regulations.
- Coordinated recruitment efforts, including posting open positions, attending career fairs, and promoting diversity and inclusion initiatives.
- Provided guidance to job seekers and current employees on open positions and compliance procedures.
- Developed and updated training materials, policy guides for reference.
- Interpreted and communicated HR policies, procedures, and regulatory requirements to staff and applicants.
- Provided technical support for online systems via phone, email, chat, and in-person interactions.
- Assisted users with login issues, password resets, account management, and navigation of online platforms (e.g., CalCareer).
- Troubleshot complex technical problems, escalating as needed,
- Created knowledge base articles, user guides, and FAQs to streamline self-service support.
- Collaborated with IT and development teams to report system issues, track bugs, and implement software improvements.
- Supported system updates, testing, and quality assurance to ensure optimal functionality.
- Trained new staff and users on technical processes, tools, and troubleshooting procedures.
- Delivered professional customer support across phone, email, chat, and in-person channels, resolving inquiries and technical issues.
- Maintained detailed records of customer interactions, requests, and outcomes in CRM or ticketing systems.
- Addressed and resolved complaints, escalating complex issues to appropriate teams while maintaining professionalism and empathy.
- Guided customers through website navigation, application processes, and system troubleshooting.
- Followed up with customers to ensure satisfaction and successful issue resolution.
- Monitored service queues, prioritized requests, and tracked progress on open cases.
- Provided technical guidance, product information, and personalized recommendations to enhance customer experience.
- Identified recurring issues, trends, and opportunities for process improvement or system enhancements.
Host
Gogi Korean BBQ & Hotpot
Sacramento
06.2023 - 06.2024
- Warmly greeted and welcomed guests, ensuring a positive first impression and exceptional customer experience
- Managed reservations and seating arrangements to optimize table turnover and maintain smooth dining flow
- Assisted servers by providing menus, explaining daily specials, and coordinating with kitchen staff for timely service
- Monitored dining and lobby areas to maintain cleanliness, ambiance, and a welcoming environment
- Addressed guest inquiries, concerns, and complaints promptly and professionally to ensure satisfaction
- Trained and mentored new hosts, improving team efficiency, service consistency, and customer experience
- Maintained and organized waitlists, communicated accurate wait times, and accommodated special seating requests
- Handled incoming calls and in-person reservations, confirmed bookings, and processed takeout orders efficiently
- Processed payments accurately using POS systems, handling cash, credit, and card transactions while maintaining records
- Assisted other departments as needed, including bussing tables, delivering food, and supporting events or large groups
- Escorted guests to tables, provided service information, and facilitated coordination between front-of-house staff and servers
- Conducted regular inspections of dining areas, restrooms, and service stations to maintain cleanliness and operational readiness
- Ensured compliance with health, safety, and legal regulations, including checking IDs for alcohol service
- Built long-term relationships with guests, enhancing customer loyalty and repeat business opportunities
- Supported restaurant events by setting up tables, arranging place settings, and preparing dining areas for service
- Performed closing duties, including trash removal, securing valuables, and sanitizing equipment and tableware
- Communicated effectively with kitchen and service staff to manage table availability, service flow, and customer feedback
- Maintained host area and equipment, including cleaning, sanitizing, and restocking utensils, plates, and supplies
- Delivered a proactive and welcoming atmosphere by anticipating customer needs and expediting seating and service
Customer Advocate
Western Growers Assurance Trust
Remote
08.2022 - 03.2023
- Provided expert customer and employee support on insurance benefits, eligibility, claims, and enrollment processes
- Assisted clients and employees in understanding health insurance plans, premiums, coverage benefits, and enrollment options
- Responded promptly to inquiries via phone, email, chat, and in-person with professionalism, empathy, and accuracy
- Maintained detailed, accurate records of interactions in CRM and internal databases to ensure proper documentation and follow-up
- Researched and resolved complex issues related to claims, accounts, benefits, and service operations efficiently
- Escalated unresolved or high-priority cases to appropriate teams while keeping customers informed throughout the process
- Supported open enrollment activities, including meetings, communications, workshops, and one-on-one assistance
- Administered benefits programs, processed enrollments, changes, and terminations, ensuring compliance with all relevant regulations
- Collaborated with cross-functional teams, vendors, and departments to improve service delivery and operational efficiency
- Developed and updated documentation, procedures, and knowledge base articles to streamline workflow and enhance accuracy
- Conducted quality assurance checks, monitored performance metrics, and recommended process improvements to boost service quality
- Identified trends in customer inquiries and escalations, providing actionable insights to management for service improvement
- Provided technical support and guidance on claims processing, troubleshooting, and benefit plan administration
- Delivered services in multiple languages (English/Khmer) to accommodate diverse client needs
- Followed HIPAA and data privacy standards, maintaining secure workstations and protecting confidential client information
- Assisted participants in navigating company systems, websites, and forms to ensure accurate benefit selection
- Compiled and analyzed data to generate reports, track performance, and identify opportunities for operational improvement
- Mentored and trained new team members, supporting team growth and ensuring high-quality service delivery
- Conducted follow-ups with clients to confirm resolution and satisfaction, enhancing retention and trust
- Promoted benefit programs and service upgrades, contributing to organizational goals and employee engagement
Service Center Representative
Covered California
Remote, CA
10.2020 - 08.2022
- Guided clients through health insurance options, eligibility requirements, and enrollment processes with clarity and accuracy
- Provided direct support during Covered California open enrollment periods and ongoing case management
- Managed new cases, incoming calls, applications, and service requests for current and prospective clients
- Screened individuals for Medi-Cal eligibility and referred qualified applicants to appropriate county agencies
- Educated customers on health plans, premiums, coverage benefits, tax credits, and subsidy qualifications
- Reviewed insurance applications and documentation for accuracy, completeness, and regulatory compliance
- Entered, updated, and maintained accurate customer records in CRM and enrollment systems
- Served as liaison between clients, insurance carriers, Qualified Health Plans (QHPs), Certified Insurance Agents (CIAs), Certified Enrollment Counselors (CECs), and County Eligibility Workers (CEWs)
- Resolved complex issues related to policy applications, renewals, billing, and account changes efficiently
- Responded to customer inquiries via phone, email, and in person with professionalism and empathy
- De-escalated difficult or emotional situations using approved scripts and strong communication skills
- Escalated unresolved or high-risk cases to supervisors when necessary
- Verified client information across multiple databases to ensure accuracy and compliance
- Maintained HIPAA-compliant work practices to safeguard confidential and protected health information
- Processed returned mail, corrected addresses, and conducted outbound calls to confirm updated client details
- Generated and reviewed CRM reports to identify trends, issues, and improvement opportunities
- Collaborated with internal teams and management to improve service quality and client satisfaction
- Maintained current knowledge of health insurance products, policies, and regulatory changes
- Supported sales and outreach initiatives by delivering high-quality service to potential clients
- Promoted service upgrades, plan changes, and new offerings when appropriate
- Prevented account loss by researching discrepancies and resolving issues promptly
- Mentored junior team members and supported a collaborative team environment
- Consistently met or exceeded service, accuracy, and compliance performance goals
Data Entry Clerk
Conduent State and Local Solutions Inc
Fresno, CA
07.2020 - 10.2020
- Entered, verified, and maintained accurate data in company databases and spreadsheets to ensure consistency and reliability
- Reviewed source documents for completeness and accuracy prior to data entry; corrected discrepancies as needed
- Processed data from multiple sources, including paper documents, emails, and electronic files
- Updated existing records with new or revised information while maintaining data integrity
- Identified, corrected, and reported data entry errors to prevent duplication and ensure high accuracy
- Maintained confidentiality of sensitive and client information in compliance with company policies and regulations
- Organized, classified, scanned, and stored documents in electronic databases for efficient retrieval
- Managed electronic and hard-copy files using established organizational procedures
- Created and maintained spreadsheets, logs, and trackers to monitor data entries, pending tasks, and project status
- Compiled reports and prepared summaries of completed work for supervisory review
- Operated office equipment, including scanners, printers, and copiers, to support document processing
- Collaborated with team members and cross-functional departments to resolve data discrepancies and workflow issues
- Assisted colleagues and management with data entry tasks to meet deadlines and productivity goals
- Followed up on incomplete or missing information by researching records and communicating with source contacts
- Analyzed and processed data records to support reporting and decision-making
- Utilized specialized software applications and CRM/database systems relevant to the role
- Responded to daily client and internal inquiries within required timeframes
- Screened and answered phone calls to assist clients and provide accurate information
- Maintained detailed logs of completed and in-progress projects to improve efficiency and quality
- Escalated incomplete or deficient data sets to supervisors for resolution and corrective action
- Ensured compliance with company standards, data governance policies, and regulatory requirements
- Participated in training and cross-training initiatives to improve workflow and team efficiency
- Identified opportunities for process improvements to enhance accuracy, speed, and productivity
- Delivered professional customer service while supporting smooth client operations
- Supported additional administrative and clerical duties as assigned to meet organizational goals
Front Desk Customer Service Representative
Francis Collision Centre
Fresno, CA
06.2019 - 07.2020
- Greeted customers and guests promptly, managing front desk inquiries and directing individuals efficiently.
- Handled multi-line phone systems, email correspondence, and in-person requests with professionalism.
- Managed appointment scheduling, reservations, and vehicle drop-offs to facilitate smooth operations.
- Input and maintained accurate customer, vehicle, and appointment data in CRM systems.
- Coordinated with insurance companies on claims, schedules, and payments for effective communication.
- Processed customer payments accurately through POS systems, ensuring proper cash handling.
- Resolved customer complaints swiftly through active listening and professional responses.
- Educated customers on service options and special pricing to support informed decision-making.
Sales lead
Pick N Pull
Fresno, CA
06.2017 - 07.2019
- Greeted customers and guests promptly; managed front desk inquiries and directed visitors to appropriate departments
- Handled multi-line phone systems, email correspondence, and in-person requests with professionalism and efficiency
- Coordinated appointment scheduling, reservations, vehicle drop-offs, tow-ins, and estimator availability to support daily operations
- Entered and maintained accurate customer, vehicle, and appointment data in CRM, iAuto, and CCC systems
- Set up and activated customer accounts and updated records to ensure accurate information tracking
- Prepared, organized, and verified customer and vehicle files to ensure documentation aligned with supplement sheets and internal records
- Communicated regularly with customers to confirm schedules, verify details, and address service, vehicle, and insurance-related inquiries
- Coordinated with insurance companies regarding claims, scheduling, payments, and payment confirmations
- Assisted walk-in customers by preparing estimate paperwork and promptly notifying estimators
- Processed customer payments accurately using POS systems, including cash, credit, and debit transactions
- Reconciled daily transaction batches, audited cash drawers, and ensured transactions matched reports and printouts
- Finalized paperwork for vehicle pickups, issued receipts, and updated payment and vehicle notes in internal systems
- Prepared and distributed daily vehicle drop-off and pickup lists to support cross-department workflow coordination
- Coordinated with tow drivers, rental companies, housekeeping, estimators, and other teams to meet operational needs
- Checked in rental vehicles, secured keys, and coordinated rental company pickups
- Monitored emails and internal communications to stay current on assignments, updates, and departmental priorities
- Prepared ledger cards and verified final supplement totals to ensure accuracy and quality control
- Maintained up-to-date knowledge of services, pricing, products, and company policies
- Educated customers on service options, special pricing, and available offerings to support informed decision-making
- Supported sales efforts by recommending relevant services based on customer needs
- Resolved customer concerns efficiently through active listening and professional communication
- Documented customer interactions, requests, and resolutions thoroughly within CRM systems
- Reviewed account histories and reports to identify discrepancies, trends, and improvement opportunities
- Assisted with operational improvements to enhance productivity and service quality
- Collaborated closely with internal departments to ensure timely delivery of services and solutions
- Conducted daily front desk audits, inspections, and compliance checks
- Maintained a clean, organized, and professional office and lobby environment
- Ensured security protocols were followed, including ID verification and controlled access procedures
- Trained and supported new hires on systems, procedures, customer service standards, and best practices
- Consistently met or exceeded service goals while maintaining a positive, customer-focused attitude
Customer service Representative and Cashier
Pick N Pull
Fresno, CA
05.2015 - 05.2017
- Delivered friendly, efficient customer service in a fast-paced retail and self-service environment
- Greeted customers, answered inquiries, and assisted with product selection, parts identification, and department navigation
- Operated cash registers and POS systems to accurately process cash, credit, debit, gift cards, and electronic payments
- Balanced cash drawers; issued receipts, refunds, credits, and ensured accurate change handling
- Processed sales transactions quickly to minimize wait times while maintaining accuracy
- Assisted customers with returns, exchanges, warranties, billing adjustments, and product availability
- Clearly explained store policies, self-service model, billing procedures, promotions, and loyalty programs
- Maintained a clean, organized checkout area while following sanitation, safety, and loss-prevention procedures
- Stocked shelves, tagged parts, rotated inventory, and organized merchandise displays
- Verified pricing, confirmed part descriptions, and accurately entered product and transaction data
- Communicated effectively with yard staff, front-end team, sales associates, and management to ensure smooth operations
- Resolved customer complaints professionally and efficiently while remaining calm under pressure
- Built strong customer relationships through personalized service to encourage repeat business
- Identified opportunities for upselling, cross-selling, and promoting accessories, discounts, and special offers
- Tracked orders and ensured accurate processing from start to finish
- Supported daily opening and closing procedures, including counting tills, balancing registers, and preparing reports
- Answered incoming phone calls and provided accurate product and service information
- Assisted other departments during peak periods to maintain workflow and store efficiency
- Learned and supported multiple department roles to improve coverage and operational flexibility
- Assisted in training new employees on POS systems, customer service standards, safety, and store procedures
- Acted as a dependable team resource and lead-in-training, supporting coworkers as needed
- Maintained up-to-date knowledge of products, inventory, and promotions
- Contributed to service improvements by identifying trends in customer feedback
- Ensured accurate recordkeeping for transactions, inventory, and administrative documentation
- Maintained clean aisles, checkout areas, and workspaces to support productivity and customer satisfaction
Education
High School Diploma -
YouthBuild Charter of CA
Fresno06-2011
Timeline
Staff Services Analyst
State Of California
08.2025 - Current
Personnel Technician I
State Of California
07.2024 - 08.2025
Host
Gogi Korean BBQ & Hotpot
06.2023 - 06.2024
Customer Advocate
Western Growers Assurance Trust
08.2022 - 03.2023
Service Center Representative
Covered California
10.2020 - 08.2022
Data Entry Clerk
Conduent State and Local Solutions Inc
07.2020 - 10.2020
Front Desk Customer Service Representative
Francis Collision Centre
06.2019 - 07.2020
Sales lead
Pick N Pull
06.2017 - 07.2019
Customer service Representative and Cashier
Pick N Pull
05.2015 - 05.2017
High School Diploma -
YouthBuild Charter of CA