Bookworm Cap

Developed and produced technical illustrations for brochures, banners, and signage using Adobe Creative Cloud. Designed email blasts, catalogs, and promotional materials using InDesign, Photoshop, and Illustrator, and optimized user experience and printing quality.

Resolved complex customer issues related to TurboTax software, including installation, downloading, and login authentication. Guided users through navigation and getting started workflows, assisted with importing financial documents, and supported printing and electronic filing (e-file) inquiries.

Handled inbound calls from members, medical facilities, transportation providers, and health plans. Entered ride details to ensure successful ride completion, confirmed eligibility, addressed inquiries, and escalated/coordinated real-time issues with internal departments.

Answered inbound calls regarding health insurance plans by identifying customer needs and providing accurate information. Resolved issues related to claims processing, billing disputes, benefit verification, provider access, and eligibility while following HIPAA regulations and company data privacy policies.

Upsold insurance products to policyholders and potential new clients by researching and analyzing insurance and investment options. Explained product features and service advantages, identified client needs, and recommended appropriate policies.

Monitored and responded to customer inquiries in real time via email or phone. De-escalated concerns, followed exchange and payment policies, processed payments, and helped resolve service and billing issues.

Managed program administrative operations, including office supply orders and maintaining program records and organized files. Drafted agendas and meeting notes, supported staff with document and mail tasks, ensured confidentiality of records, and analyzed program effectiveness to optimize workflows.

Greeted customers and supported sales by selling products and taking returns. Completed front-of-house and back-of-house duties as needed, answered product questions, and handled payments and cash changes.

Completed an MBA in Human Resources Management at Keller Graduate School of Management.

Completed a Master's Certificate in Human Resources Management at Keller Graduate School of Management.

Completed an MBA in Business of Administration at Keller Graduate School of Management.

Completed a Master's Certificate in Entrepreneurship at Keller Graduate School of Management.

Earned a Bachelor of Arts in Graphic Design from Columbia College Chicago.