Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information
Timeline
Generic

Shaun Broughton

Bigfork,MT

Summary

Dynamic Application Service and Resources Chart Pack Team Lead at HST Pathways, adept at resolving complex technical issues while delivering exceptional customer service. Skilled in team management, project delegation, and relationship building. I excel in fostering collaboration and achieving project deadlines, ensuring customer satisfaction through effective communication and problem-solving. Passionate about continual improvement and team success.

Innovative technology professional with several years of diverse experience. Skilled in enhancing systems and aligning technical solutions with business objectives. Proven success in leading projects from start to finish and contributing to organizational growth and success.

Overview

13
13
years of professional experience

Work History

Application Service & Resources Chart Pack Lead

HST Pathways
08.2024 - Current
  • Deliver exceptional customer service to every client by leveraging extensive knowledge of products and services while creating welcoming, positive experiences.
  • Respond in an accurate and timely manner to customer requests for products, services and company information.
  • Field customer questions regarding pricing, procedure, and development.
  • Collaborate effectively with supervisors to escalate and address customer inquiries or technical issues by serving as subject matter expert on wide-ranging issues.
  • Provide knowledge and experience to team members while guiding them through the chart pack process.
  • Document transactions and support interactions in customer and company systems for future reference and addition to knowledge base.
  • Conduct in-depth product and issue resolution research to address customer concerns.
  • Load software, grant permissions and configure hardware for new employees as part of onboarding and training process.
  • Develop and initiate projects, manage costs, and monitor performance.
  • Oversee high profile projects by planning, designing, and scheduling phases of completion while coordinating with clients and team members.
  • Foster relationships with clients to promote positive working collaborations.
  • Identify, review and apply policies and procedures.
  • Update operational methods, oversee accounting procedures, track information and compile data to improve efficiency.
  • Schedule and facilitate meetings between individual and corporate clients to discuss deliverables, schedules and conflicts.
  • Report regularly to managers on progress and technical problems.
  • Proven ability to learn quickly and adapt to new situations.
  • Demonstrates respect, friendliness and willingness to help wherever needed.
  • Organized and detail-oriented with a strong work ethic.
  • Using critical thinking to break down problems, evaluate solutions and make decisions.

Application Service and Resource Team

HST Pathways
06.2019 - 08.2024
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Submit service tickets for project requests and use ticketing systems to process support actions and requests while following through to completion.
  • Managed time efficiently in order to complete all tasks within deadlines.
  • Paid attention to detail while completing assignments.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Self-motivated, with a strong sense of personal responsibility.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with a strong work ethic.

Customer Support Specialist

HST Pathways
12.2011 - 06.2019
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Developed strong relationships with clients, resulting in repeat business and positive feedback.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.

Education

Bachelor of Arts - Kinesiology - Sports And Business Mgmt

Saint Mary's College of California
Moraga, CA
05.2012

Skills

  • Microsoft Products: Word, Excel, PowerPoint, Teams, Outlook
  • Order Fulfillment
  • Customer Service and Inquiries
  • CRM Software
  • Technical Support
  • Project Management
  • Time management
  • Verbal and written communication
  • Staff training and development
  • Team Leadership & Staff management
  • Task delegation
  • Goal setting
  • Documentation and reporting
  • Relationship building
  • Friendly, positive attitude
  • Problem-solving

Accomplishments

  • Resolve product issues through consumer testing.
  • Achieve Client Success by completing Chart Development requests with accuracy and efficiency leading to development migration success.
  • Established numerous Customer Relations amongst Corporate Accounts
  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Collaborated with management in the development of creating the Chart Pack Team.
  • Supervise team of 2 staff members.

Additional Information

Customer Support Services as Sales Assistant, Customer Support Representative, Product Application Specialist, Application Service and Resource Specialist, and Chart Pack Team Lead.

Works directly with Clients and Project managers to develop and create Ambulatory Surgery Center charting documentation on an everyday occurrence.

Manage Chart Pack team while supervising team members

Timeline

Application Service & Resources Chart Pack Lead

HST Pathways
08.2024 - Current

Application Service and Resource Team

HST Pathways
06.2019 - 08.2024

Customer Support Specialist

HST Pathways
12.2011 - 06.2019

Bachelor of Arts - Kinesiology - Sports And Business Mgmt

Saint Mary's College of California

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