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Work Background
Allina Health | AetnaSenior Account Analyst/Medicare Member Advocate
Dec. 2022Minnesota, United StatesAs a Senior Account Analyst or “Medicare Member Advocate,” I work directly with clients in real-time by phone, in-person and by email to help them understand their benefits. As a member of the escalation team, I work to resolve complicated customer service issues regarding claims and billing. I also provide technical assistance by walking clients through how to get into, unlock, reset passwords for and navigate their online portal by “impersonating” them and walking them through, click-by-click. Outside of direct client interactions, I collaborate with my team to complete annual editorial reviews of client facing written materials, proofreading and checking for accurate information. I also saw a need for concise and organized training and resources for my team and took it up as a project on my own to deliver it. I then had the opportunity to share it with a new hire that I mentored.
AflacBenefits Coordinator with Aflac
Jun. 2020Minneapolis, MinnesotaAs an Independent Insurance Agent, I have managed to retain all the accounts I have wanted. I have never had a client ask to be transferred to another agent, but I have had accounts request to be transferred to me. This is largely because of the personalized customer experience approach that I offer instead of an approach that is pushy and “salesy.” This ultimately allows me to exceed metrics and maintain long-term relationships with clients. When I was working full time as an agent, I was promoted to District Sales Coordinator. During this time, I managed and trained ten new hires and 200 accounts. I now work in this role on a part-time basis in addition to my full-time role with Allina Health Aetna.
WikSmart CoolersCEO
Apr. 2014 - Jun. 2020Minneapolis, MnCreated WikSmart Coolers/My Horse and Me Products. Brought WikSmart from idea to actual product Secured preliminary patent and worked with patent attorney to secure current full utility patent-pending status on the WikSmart Cooler. In charge of sales/marketing/branding of the WikSmart Cooler as well as all other aspects of the business. Currently searching for an existing horse blanket company to license this product and/or large tack stores/web shops to carry the WikSmart Cooler.
Minneapolis AreaLicensed Dental Hygienist
Aug. 2010 - May. 2020
Misty Caston Horse Training LLCOwner
Jul. 2003 - Nov. 2020Minneapolis/St.Paul AreaOwner, Horse Trainer, and Riding/Horsemanship Instructor My goal in all of my endeavors with horses is to meet the horse’s mental, emotional, and physical needs with a holistic approach to horse training. I take my time with every horse in order to show him the love that can exist between horse and human; to build a language for communication that goes both ways; to become a trusted and respected leader for each horse every time I'm with him; and to help the horse become as light as possible in everything he does. In all of my endeavors with students, my goal is to find out what kind of learner they are: visual, auditory, or kinesthetic, so I can teach them what I have learned from my mentors in natural horsemanship and dressage in the way that they will understand the best.
Creatis, IncProofreader
Jan. 2002 - Jan. 2004Contract Proofreader of educational materials for Ablenet, in-store signage and promotional material for Best Buy and Musicland, short stories for Milkweed Publications, and books for West Publishing .
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