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Education

19971999

Associate of Science

PIMA Medical Institute

Study of Clinical Pathology

Work experience

2007Present

Knowledge Management Coordinator

Regence BCBS
  • Accountable to research, develop and create user friendly documentation which is generated from a variety of areas including projects and committees.
  • Create, format and interface documentation into the online information systems, understanding conversion requirements to display and link topics correctly.
  • Assist in design and content development of online user guides.
  • Liaison to business partners as it relates to new or revised policy, process and procedure to best serve in the delivery of end user documentation.
  • Interpret complex information from various sources into non-technical written documentation.
  • Develop, write, and edit informative and personal content for Membership Department intranet.
20062007

Customer Service Correspondence Writer

Regence BCBS
  • First point of contact between the corporation and its members.
  • Assisted providers and members with claim status, eligibility, and benefits.
  • Researched and responded to written correspondence received from members and providers regarding questions, concerns, and appeals. 
  • Initiated and responded to first level Dental Pre-Authorizations.
20042006

Boise State University

Educational Sabbatical
20022003

Customer Service/Billing Specialist

Hostway Corporation
  • Received and resolved customer-billing questions, via phone and email.
  • Answered email inquiries regarding billing practices, charges, and account status.
  • Worked with other Hostway staff to resolve customer-billing, and domain name registration issues.
  • Contributed to Customer Service training guide by creating procedures and policies.
  • Created quick reference guide for billing department policies, procedures, and practices.
19992001

Customer Service Supervisor

OurHouse.com
  • Resolved escalated Customer Service issues via e-mail and telephone.
  • Answered procedural questions, and communicated changes in company policies to staff.
  • Oversaw Quality Assurance of customer correspondence for Customer Service Team.
  • Identify and reported technical difficulties with the Web Site.
  • Performed routine Quality Assurance of Web Site content.
  • Created and implemented Customer Service training guide.
  • Contributed to the formation of online Customer Service reference guides.
19961999

Customer Service Representitive

Nordstrom Inc.
  • Acted as first point of contact for customers calling to place orders for catalog merchandise and for customer service on previously placed order.
  • Researched customer complaints and inquiries by email.

Affiliations

Society for Technical Communications

Travel

  • Canada
  • Mexico
  • Belgium
  • the Netherlands
  • France
  • England
  • Germany
  • Switzerland

Certifications

1999Present

CLT/MLT

National Accrediting Agency for Clinical Laboratory Science (NAACLS
May 2011Present

Information Mapping Foundation

Information Mapping