Career Highlights

Throughout my career, I’ve had the opportunity to work with a diverse range of teams and industries, continually honing my skills and expanding my expertise. This page provides a snapshot of my professional journey, highlighting the roles I've held and the impact I've made along the way.

It offers an overview of my key positions, the systems I’ve specialized in, and the projects that have defined my career. Whether through leadership, innovation, or problem-solving, I strive to deliver high-quality results and contribute meaningfully to every organization I’m a part of.

Most recent companies I’ve previously worked with

  • Nova Healthcare Administrators

    Senior Customer Service Representative

    March 2021 - May 2023

    Williamsville, NY 14221

  • Independent Health

    Operations Training Coordinator

    May 2023 - October 2024

    Williamsville, NY 14221

  • Centivo

    Independent Contractor/Instructional Design

    December 2024 - March 2025

    Buffalo, NY 14204

System Experience

  • Learning & Development

    Articulate 360, PowerPoint, Canva, SharePoint, OneNote,

    Google Docs/Slides, Microsoft Quizzes, FlexiQuiz

  • Project Task & Management

    Microsoft To-Do, Google Sheets, Smartsheet, PowerApps

  • Communication & Collaboration

    Microsoft Teams, Zoom, Google Meet, Outlook, SharePoint, Google Drive

  • Healthcare & Claims Systems

    HealthRules Payor (HRP), Health-e-Net, Aerial, NIA/Magellan, Siebel, Macess

  • HRIS and Payroll

    Workday & Palocity

Achievement #1:

Identified gaps in traditional onboarding methods and created a new “rotational training” model for incoming call center representatives. The program allowed new hires to shadow a variety of experienced team members, exposing them to different working styles, tools, and techniques used in real-time calls.

Impact #1:

This approach not only helped new reps gain a deeper, more practical understanding of their role, but also increased engagement and team cohesion by building connections early on. As a result, new hires began performing at a higher level sooner, with noticeable improvements in early-stage metrics and confidence on calls.

Notable Achievements & Impact

Achievement #2:

Created a comprehensive OneNote resource book from scratch by auditing and consolidating outdated training materials and job aids. Conducted independent research to fact-check processes, rewrite unclear content, and ensure all information was accurate, trustworthy, and up to date.

Impact #2:

Transformed an overwhelming and underused set of resources into a user-friendly, searchable system that made essential information easier to find, understand, and explain. As a result, team members were able to work more efficiently, confidently resolve issues, and rely on the resource as a go-to tool in daily tasks.

Achievement #3:

Designed and built a 300+ slide training program in under two weeks, transforming a complex technical system into a clear, beginner-friendly learning experience. Created for users with no prior knowledge, the curriculum used plain language, visual aids, and thoughtful sequencing to build confidence from the start.

Impact #3:

Equipped the team with the confidence and skills to navigate a complex system from day one. The structured flow, paired with built-in assessments, supported knowledge retention and helped identify areas needing follow-up. Trainees performed well early on, and the program received positive feedback from both learners and leadership.

Disclaimer

Company names and logos are used for factual representation of my work history and do not imply endorsement of any kind.