Resumé

Education

Master of Arts, Instructional Design & Technology
University of Central Florida, Jan. 2023 – Dec. 2024

Achievements: 4.0/4.0 GPA
Program Focus: Comprehensive study of instructional design, e-learning systems, multimedia learning strategies, adult learning theories, and interactive educational experiences.
Key Courses: Usability Engineering, Instructional Systems Design, Instructional Game Design, Virtual Teaching, Multimedia for Education and Training
Key Technologies: Articulate Storyline, Adobe Captivate, Camtasia, Microsoft Power BI, LMS, HTML, CSS, JavaScript

Bachelor of Arts, Technical Writing & English
University of Central Florida, Jan. 2021 – Dec. 2022

Honors: President’s Honor Roll, Dean’s List (3.9/4.0 GPA)
Program Focus: Technical communication, editing, usability testing, document design, and advanced composition with an emphasis on clarity and effectiveness in written communication for various audiences.
Key Courses: Visual Technical Communication, Document and Project Management, Client-Based Project Management, Technical Editing, Creative Writing, Literature of Science and Tech, Computer Industry Writing.
Key Technologies: Adobe Creative Suite, Illustrator, Photoshop, Figma, Microsoft Office, Jira

Certificate in Full-Stack Web Development (In Progress)
University of Central Florida Coding Boot Camp, Sept. 2024 – Feb. 2025

Program Focus: Front-end and back-end development through hands-on, real-world projects.
Key Technologies: Java, C#, JavaScript, HTML, CSS, Node.js, SQL, MongoDB, Express.js, React.js, and Amazon Web Services (AWS).

Graduate Certificate in Professional Writing (In Progress)
University of Central Florida, Jan. 2024 – Dec. 2024

Work Experience

Allstate Insurance Company, Ocala, FL

Claims Service Specialist, March 2023 – Present

Filed first notice of loss (FNOL) claims for auto and property, guiding customers through the claims process.
Managed claims from start to finish, issued payments up to $10,000 with approval, and coordinated inspections.
Special Projects: Created, implemented, and refined a new Standard Operating Procedure (SOP) using Microsoft Power Apps as part of a pilot team. With data from our metrics team, we improved communication. We sped up the claims process by over 85%, making it easier for reps to manage claims and for customers to understand their claim status, next steps, and coverage details. This was tested before rolling it out company-wide, replacing the old SOP Word document with the more efficient Power App system.

Unlicensed Insurance Agent, Oct. 2021 – March 2023

Served as a liaison, providing clear and accurate information about products and services while resolving policyholder issues with efficiency and professionalism.
Explained premium rate changes and investigated complex billing situations to provide solutions and clarity for policyholders.
Processed and completed policy endorsements as requested, including adding, removing, and reviewing policy coverages and vehicles, ensuring all updates were accurately notated in customer accounts.
Special Projects: Served as a subject matter expert and trainer, aiding in a specialized project focused on employee training and mentoring through Zoom meetings and facilitation of virtual learning courses. Coached and supported classes of up to 30 new employees, using real-time data to monitor progress and adjust strategies as needed. Managed a pod of 4-5 employees, providing direct coaching on performance and improving quality scores by 20%. Designed and led daily huddles and interactive activities to reinforce learning, boost morale, and encourage a positive team culture.

Home Shopping Network, Ocala, FL

Customer Service Representative, Aug. 2016 – Oct. 2021

Handled upward of 60-100 calls per day, helping customers place orders via phone, managing customer accounts, issuing coupons and account credits, and managing online shopper accounts.
Conducted research on accounts and completed necessary activities or documentation as needed.
Special Projects: Part of a specialized billing team responsible for reviewing complex accounts in collection. Explained FlexPay blocks, handled collections bills and blocks, and processed collection payments from customers or referred them to the appropriate collection agency.

College of Central Florida, Ocala, FL

Human Resources Assistant, May 2014 – Aug. 2016

Performed administrative work, including scheduling, maintaining files, and sorting mail.
Prepared new employee files, ensured new hire packets were correct, and included all proper documentation.
Provided verification of employment information to requesters as needed.

Human Resources Assistant, Aug. 2013 – May 2014

Answered telephones, greeted and directed office visitors appropriately, sorted and distributed mail.
Maintained budget spreadsheets for college departments and reallocated funds when necessary.
Provided support and assistance to faculty and students and scheduled meetings for the Vice President.

Skills & Interests

Skills

Technical Skills: HTML, CSS, JavaScript, Node.js, React.js, MongoDB, AWS, SQL
Design Skills: Adobe Creative Suite, Figma, Wireframing, UX/UI Design
Learning & Development: Articulate Storyline, Adobe Captivate, LMS, eLearning Development
Project Management: Agile Methodologies, Jira, Task Prioritization
Content Creation: Copywriting, Technical Writing, Editing, Documentation, Illustration

Interests

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