Brian Thurow Email & Phone Number

• Exceeded monthly expectations for ten out of twelve months for 2021 review year• Responds to on line tickets requesting support to payment and refund needs• Determine refund eligibility and amounts

Columbus, Ohio Area

•Process inbound and outbound customer calls related to order exceptions•Resolve provisioning exceptions by researching issue and updating network elements for telephone and internet work orders via various switch and provisioning related tools.•Process escalations from various internal teams to resolve customer service issues stemming from porting, provisioning or 911 related items.•Verify the accuracy of pricing bundles in company databases and billing system.• Proactively contact customer to schedule installation and activation of services.

Columbus, Ohio Area

Sales Support Specialist

Columbus, Ohio Area

►Participated in a $18 billion dollar legal settlement by processing settlement claims. ►Builds trust in the settlement procedures by explaining the closing process.►Verifies the legal status of the claims and the parties involved

Dublin, Oh

PROVISIONING TECHNICIANOver tenure, filled numerous roles. Included developing and issuing new services requests, verifying completion of order updates in timely manner, and corresponding with internal and external partners – including external carriers to confirm completions.Functioned in Quality Control Manager capacity, validating correct entry of requested products into company systems. After work orders issued, assigned and coordinated work across several parties, including internal contacts, external carriers, and customers. Also led team’s annual charity drive initiative involving 16 team members.►Boosted number of new work order request completion rates by 38% annually. After being recognized by management for high-level competencies and quality completions, assigned to supply job coaching and assistance to new contract workers.► Improved order creation efficiencies by 50% through implementation of new tool. Modified tool – after identifying that application would crash if 50+ orders were created at same time – to allow for entry and input of as many as 100 orders simultaneously.►Participated in $50 million project, completing engineering orders, distributing access request orders to outside carrier, and reviewing all such order to ensure completion by deadline.► Demonstrated exceptional initiative in delivering highest service levels to clientele. Included producing average of $10,000 in monthly savings by focusing on completing existing disconnect orders which were processed improperly. Also received formal letter of appreciation from Frontier Sales organization, for efforts which entailed after-hours work to re-establish telephone service for core customer site spreadsheet to include such site metrics as order number, porting reservation number, and time/date of port.► Introduced new policy linking all installation-based work orders with parent circuit order. Move eliminated confusion as to which equipment was to be shipped for specific orders.

Columbus, Ohio Area

ADMISSIONS SUPERVISOR (October 2005 – April 2007)ADMISSIONS REPRESENTATIVE (September 2004 – October 2005)Rapidly promoted from original role to management position, with accountability for nine direct-report representatives and oversight of daily operations of Ross Heart Hospital registration site. Identified and documented patients to be seen for in/outpatient care procedures. Coordinated collection of payment for services received, cataloging and forwarding payments to specified care units, conducting annual reviews for all staff members.►Honored with “Buck-I-Dea” award. Instituted quick check-in process to replace previous protocol where required paperwork and identification wrist bands were not printed until patient had checked in by having required documentation printed out and organized prior to daily opening of clinics. Assigned representatives on afternoon shifts experiencing slow periods to create needed documentation for following business day.► Headed patient self check-in kiosk pilot project. Developed and introduced database to track patient kiosk usage and satisfaction, personally training representatives on how to complete in-patient registrations and how to collect and input payments into system.► Planned, organized and managed annual department charity drive involving more than 60 employees. Also helped streamline department work shifts, through creative use of patient flow charts.

Hilliard, Oh

PLANNING ENGINEER (August 2000 – October 2003)Assigned to new customer data services division, designed new circuits on multiple carrier networks, issuing access requests to multiple external carriers and updating accounts processing team training documents.► Exceeded monthly goals by 20%, becoming most productive member of 10-person accounts processing team. Reviewed services orders to verify legality of contracts, subsequently establishing customer billing accounts, and entering data into company systems to create all orders.► Helped team improve productivity by 100% – or from installing 500 sites to 1,000 sites monthly playing crucial role in 10,000 site VPN project which was completed prior to deadline.► Spearheaded consolidation of account processing team operations, by migrating team from 52 separate billing systems to one single integrated system, which had personally helped create.► Acted in management capacity, by overseeing daily department operations in absence of supervisor. Also served as informal Training Manager, responsible for training all employees on new systems, software and protocols.

Bachelor'S Degree, American History (United States)

Activities and Societies: Ski ClubI received my BA in American History

Bachelor Of Arts (B.A.), American History (United States)

Activities and Societies: Ski Club