Group Historian and Social Media ImplementerIntensively research and write educational and entertaining articles about the history of Greenwood, including a series of #Greenwood200 stories to celebrate the founding bicentennial.Lead historic walking tours and helped design the walking tour brochure.Create social media content (Facebook, Instagram) and interact with public comments and questions.Executive Board President (2019-2023)Led organization in submitting the application leading group to be accepted as an OCRA Downtown Affiliate Network (ODAN) community through Indiana Main Street in 2023.Oversaw the purchase of historic roadside markers to denote Greenwood’s two National Register of Historic Places districts in 2021. Crafted wording for markers.Served as a point of contact for media outlets, city government employees, and citizens to answer questions and inquire of various items of needs for the Board of Directors.Ran monthly board members following general standards of board operations.Regularly communicated with Board members to ensure the Board meets mission and vision statements.Ensured organization is included as a participant with the 2023 Greenwood Comprehensive Plan.Guided organization during its first biennial historic home tour in 2019 which raised over $10,000.Past Executive Board Secretary, Design Committee Chair, and Founding Executive Board MemberServed on the first Executive Board of Directors and helped establish the by-laws and general practices.Helped group become an Indiana Main Street Community in 2012.Coordinated Old Town Fall Clean-Up Days in multiple years including the first event in 2011.Designed plans to save historic buildings in 2011.Former Design Committee member.Served on a five-person Steering Committee member to establish the Board of Directors.Drafted public letters and helped to write a mission and vision statement.Served as spokesperson for multiple city boards and city council.

Group consists of various community leaders from around Johnson County, Indiana, to celebrate the county bicentennial in 2023 with multiple events and items for purchase.Bicentennial Book Committee Wrote the article celebrating Greenwood’s early history for the book. Photographed a large amount of pictures (of modern-day scenes) in every township in the county which are being included in the final book.Bicentennial Items/Merchandise Committee Helped with picking Johnson County Bicentennial-themed merchandise for purchase at the Johnson County Museum and during Bicentennial events.

Begun writing a book tentatively entitled A History of the Johnson Homestead-Machledt House and Its Residents: Greenwood’s Most Historic Home in celebration of the landmark home in Old Town Greenwood.Compiling a book comprising of original researched articles written exclusively for Restore Old Town Greenwood, Inc using primary and contemporaneous secondary sources.Contributing writer of Greenwood, Indiana historical articles for the Johnson County Historic Society’s quarterly publication, Nostalgia News (2022-current) using primary and contemporaneous secondary sources.

Authored An Examination of Part of the Indiana Department of Workforce Development’s Administration of the Unemployment Insurance System 2005-Present in 2011 and presented to various governmental entities to encourage fiscal accountability and good government.

Expertly provided Indiana unemployment insurance consultation, pro bono, to unemployed claimants with expertise learned from working at the Indiana Department of Workforce Development.

Hired specifically to develop a new quality program, based on years of quality analyst experience, for a call center of 175 representatives.Worked with a team of five to craft a new quality program and challenge the status quo of the old quality program.Personally created detailed plans for a new quality program based on years of quality experience and best practices developed by previous employment experiences.Performed standardized quality audits for 30-35 representatives every week along with detailed written feedback to outline areas for opportunity.Frequently interacted with management and the training unit to ensure consistency of ideas between groups.Served as a Call Coach to meet on a weekly basis with 30-35 representatives to discuss call audits, provide positive and constructive feedback, answer questions, and encourage growth.Took phone calls as a part of training to better understand the position and computer systems and what customer service representatives experienced as a part of their jobs.

Promoted from Analyst/Auditor IPerform audit evaluations of customer service calls including listening to and reviewing screen captures of calls and chats while utilizing multiple programs and mainframe systems to research and provide written feedback. Analyze data to suggest improvements and identify trends. Call coach with customer service agents and also perform side-by-side observations to provide support and increase the positive customer service experience for callers. Lead or co-lead New Hire training class presentations to introduce our team & for what we look & listen with good customer service. Engage in team Huddles and meetings to improve quality & focus on areas of opportunity. Work individually and very often with Operations managers and OEs to improve quality and calibrate. Actively participate in partnership meetings between our Quality team and call center operations team managers and directors by providing advice on best practices.Assist Operations teams in the call centers by taking phone calls.Create new training documents and train fellow analysts to learn new systems and lines of business and new systems.Serve as a team liaison on the Process Improvement Committee to provide opinions on submitted improvement ideas and also submit process improvement ideas for review. One implemented idea I submitted was to have phone training added to the learning curriculum for New Hire classes for hands-on experience.Areas currently evaluated included Indiana Medicaid (Healthy Indiana Plan 2.0, Hoosier Healthwise, and Hoosier Care Connect), Anthem and Amerigroup state Medicaids, Legacy state Medicaids (California, West Virginia, South Carolina).Maintained high level of quality for "Audit the Analyst" (ATA) from Leads. Assist fellow teammates every day by answering questions based on my knowledge skill set.Participate in other activities to support goals of our team in helping produce high quality-performing operations teams.

Performed audit evaluations of customer service calls including listening to and reviewing screen captures of calls and chats. Call coached with customer service representatives and also performed side-by-side observations to provide support and increase the positive customer service experience for members. Led or co-led in New Hire training class presentations to introduce our team & what we look & listen for with good customer service. Engaged in team Huddles and meetings to improve quality & focus on areas of opportunity. Worked with Operations managers and OEs to improve quality and calibrate. Had one-on-one individual meetings to discuss areas of opportunity & focus on best practices.Areas evaluated included Indiana Medicaid (Healthy Indiana Plan 2.0, Hoosier Healthwise, and Hoosier Care Connect), Anthem and Amerigroup state Medicaids, (California [Medi-Cal, LA Care, AIM, MRMIP, LSCC], Texas [BCBS STAR, CHIP, CHIP Perinatal], Indiana [Hoosier Healthwise, Hoosier Care Connect], South Carolina, West Virginia) and National Accounts (including PG accounts for Mercer accounts, Bayer, Arch Coal, Signet/Sterling Jewelers, United Technologies, and Cummins, etc.) and local large group-small group NASCO accounts; Maintained high level of quality for "Audit the Analyst" (ATA) from Leads; Participated in other activities to support goals of our team in helping produce high quality-performing operations teams.

Expertly assisted members and providers with a caring attitude in a fast-paced call center utilizing a variety of computer programs and mainframe systems while maintaining the highest level of quality (100% for Accuracy and 99.88% Service skills quality for 60+ call audits). Entrusted to mentor new employees with on-the-job experience. Named Medicaid Business "Employee of the Month" in July 2014 for "hard work and dedication to providers and members" and received numerous "Kudos calls" from members and providers for going above and beyond to help.

Worked for "Complete Billing Services" within this company. Performed billing checks with insurance companies, patients, and third parties for Community Hospitals of Indiana to ensure accurate billing, accurate patient liability, and correct hospital reimbursement.

Performed intake medical pre-certification authorizations (for Anthem Blue Cross Blue Shield National Accounts and Empire Blue Cross Blue Shield National Accounts) from medical providers, hospitals, and members. Assisted providers and members with advice regarding pre-certification process while receiving 95-100% scores on quality control audits. Entrusted with WellPoint/Anthem employee "House" accounts and training of a new employee.

Was a highly-sought substitute teacher primarily for Greenwood Community School corporation (both middle and high schools) for numerous single and multi-day teaching assignments. Was a full-time substitute teacher for numerous long leaves of absence including a five-week Biology/Life Science leave and a multi-week Food and Consumer Studies leave--both out side my previous knowledge base--which included full teaching duties of research, lecture, instruction, laboratory assignments, discipline, and grading. Also served full-time for six weeks during a leave for the In-School Suspension/After School Detention/Out-of-School Suspension coordinator which included supervision of students both in and outside of the school, computer tracking of discipline referrals, mailing notifications, filing paperwork, calling parents, and assisting the assistant principal with discipline matters.Nominated for "Indiana Substitute Teacher of the Year" in March 2021 by Kelly Educational Staffing Indianapolis.

Perform Quality Control Audits as a member of the Benefit Accuracy Measurement unit of the Oversight Division. Per US Department of Labor standards, investigated and codified Unemployment Insurance Paid and Denied claims for Quality Control. Contacted claimants and businesses by mail, phone, and email to gather information. Issued fully-detailed, quality reports and contacted proper authorities with investigative findings. Aggressively investigated overpayments and fraudulent claimant behavior in receiving unemployment.Caught over $100,000 of fraud and/or overpayments not previously identified by computer systems or other employees (from this position and as a Claims Deputy V).

Investigated and impartially adjudicated UI benefits according to federal and state laws and quality standards while assisting employers and claimants by phone. Took initiative to single-handedly assist CrossRoads RV in seasonal mass lay-offs to save their employees multiple weeks of unnecessary delays to get UI claims processed weeks before other RV companies handled by traditional, slower DWD practices.Caught over $100,000 of fraud and/or overpayments not previously identified by computer systems or other employees (from this position and as a Claims Deputy V).