Summary
Overview
Work History
Skills
Certification
Timeline
Hi, I’m

Shawn Brooks

Troy,MO
Shawn Brooks

Summary

Diversely skilled Technical Analyst with 8 years of experience providing innovative solutions for both employers and customers. Highly adaptable and personable, with expertise in technical troubleshooting, data analytics, and EDI processes. Over 4 years of hands-on experience in the healthcare industry, combined with 15+ years in customer service, enabling a deep understanding of both technical and client-facing needs. Proficient in root cause analysis and problem-solving, consistently earning client trust and delivering high levels of satisfaction. Continuously expanding my knowledge with certifications in Google Data Analytics, IBM Data Analytics, UC Davis SQL for Data Analytics, and Google Project Management, further enhancing my ability to drive data-driven decisions and optimize processes.

Overview

18
years of professional experience
16

Certifications

Work History

Trizetto Provider Solutions

Technical Analyst
11.2020 - Current

Job overview

  • Reviewed and optimized existing EDI processes, file exchanges, procedures, and systems to enhance submission rates and minimize the need for paper claims, contributing to overall efficiency and cost reduction.
  • Utilized Microsoft Excel and SQL to perform detailed data analysis on claims, billing statements, and payments, identifying trends, discrepancies, and opportunities for process improvement.
  • Diagnosed and resolved issues related to X12 claim files and ANSI error codes, ensuring the accuracy and timely submission of claims.
  • Analyzed claim rejection trends, leveraging data to develop strategies for improving submission quality and reducing the frequency of claim denials.
  • Collaborated with medical providers and key trading partners to develop and implement strategies for increasing electronic claim transactions, ensuring faster payments and improved cash flow for clients
  • Created and maintained reports in Excel and SQL to track claim performance, submission success rates, and error patterns. Provided actionable insights and recommendations for process enhancements.
  • Collaborated with technical teams to recommend system upgrades and modifications, ensuring EDI processes and claim submissions align with industry standards and best practices.

eTrailer

Customer Experience Representative
06.2015 - 07.2019

Job overview

  • Managed a high volume of inbound calls in a fast-paced call center environment, providing timely, professional support to customers with technical inquiries related to all products sold on the company’s website.
  • Efficiently handled and resolved escalated calls and emails from other customer service representatives, addressing more advanced or unresolved technical issues, ensuring quick resolution and maintaining customer trust.
  • Resolved complex technical issues, including product malfunctions, installation challenges, and user navigation problems, ensuring customer satisfaction and product functionality.
  • Developed and maintained strong, positive relationships with repeat customers by offering personalized service, anticipating needs, and providing expert troubleshooting assistance, contributing to increased customer loyalty and satisfaction.

Starbucks

Shift Supervisor
08.2006 - 05.2015

Job overview

  • Supervised daily operations of the store, ensuring smooth and efficient service during high-traffic hours. Managed employee activities, maintained workflow, and ensured that all tasks were completed in a timely and efficient manner to deliver exceptional customer service.
  • Provided ongoing coaching, training, and development to all store employees, focusing on Starbucks' product knowledge, customer service excellence, and operational procedures. Ensured new hires received comprehensive training and were integrated into the team effectively.
  • Placed orders and managed retail inventory to ensure that the store was always fully stocked with necessary supplies, including coffee, baked goods, and other retail items. Monitored inventory levels and worked with suppliers to replenish stock as needed.
  • Oversaw cash handling, including opening and closing tills, ensuring accurate cash reconciliation, and preparing daily financial reports. Maintained strict adherence to company policies and procedures for cash control.

Skills

  • ANSI X12/EDI

  • Microsoft Excel

  • Salesforce

  • SQL

  • Analytics

  • Project Management

  • On-Site Technical Support

  • Diagnostics and troubleshooting

  • Big data technologies

  • Salesforce

Certification

  • Google Data Analytics Professional Certification
  • Google Project Management Professional Certification
  • Illinois Tech Mastering Excel Essentials to Enhance Business Values Professional Certificate
  • Kentridge High School Graduate


Timeline

Technical Analyst
Trizetto Provider Solutions
11.2020 - Current
Customer Experience Representative
eTrailer
06.2015 - 07.2019
Shift Supervisor
Starbucks
08.2006 - 05.2015

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Shawn Brooks