Effectively resolve complex customer concerns, including coverage questions, billing discrepancies and technical troubleshooting. Efficiently assist customer inquiries via emails and phone calls. Communicate underwriting guidelines to agents and policyholders. Accurately document transaction history.

Covered Western Michigan University athletics, along with more than 30 high schools in the Kalamazoo area. Expanded audiences via social media platforms and creating multimedia content, including photos and video. Organized coverage and assignments, while editing and publishing material produced by freelances reporters. Developed relationships with coaches, players and other members of the community. Actively engaged with readers across various platforms. Organized meet and greet events with the community to enhance relationships and promote the MLive brand as the go-to source for the Kalamazoo area. Used SEO in writing ledes and headlines to increase accessibility and viewership.

Covered a variety of news, including breaking news, education, crime and sports for the Jackson Citizen Patriot.

Covered a variety a news, including high school basketball, for MLive.com/Lansing. Also covered the East Lansing Public Schools Board of Education beat. Produced preview, gamer and feature stories for high school basketball games throughout the season.

Covered high school football and basketball for MichiganPreps.com, writing a variety of articles, including game stories, features and previews.