1997 - 1999

Associate of Science

PIMA Medical Institute

Study of Clinical Pathology

Work History

Work History
2007 - Present

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.
2006 - 2007

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.
2004 - 2006

Boise State University

Educational Sabbatical
2002 - 2003

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.
1999 - 2001

Customer Service Supervisor
  • 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.
1996 - 1999

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.


Society for Technical Communications


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


1999 - Present


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

Information Mapping Foundation

Information Mapping