Work History

InnoGames, 2023 – Present
Senior In-Game Moderator [Level 2] (October 17, 2024 – Present)
In-Game Moderator [Level 1] (March 2, 2023 – October 17, 2024)
Company based in Hamburg, Germany; position is 100% Remote.
Volunteer Role

Serve as part of the senior moderation team (Level 2), on the US Server, for a large-scale, real-time, online gaming community, helping ensure fair gameplay, respectful interactions, and timely player support. Collaborate with fellow moderators to uphold community standards and improve internal processes.

  • Senior-Level Responsibilities:
    • Handle Level 2 tickets involving cheating, offensive behavior, and complex player issues.
    • Review escalated reports and issue bans or other enforcement actions as needed.
    • Support Level 1 moderators in team chat by triaging issues and advising re: escalation.
    • Assist in training new moderators and reviewing and revising training resources.
    • Create and revise ticket responses (ticket templates) to improve team efficiency.
    • Collaborate with a Level 3 moderator to optimize the preset system using Atlassian Confluence.
  • Ongoing Level 1 Responsibilities:
    • CRM ticket management and escalation handling in a proprietary system similar to ZenDesk.
    • Research solutions using an internal knowledge base and suggest new preset replies.
    • Maintain ownership of tickets until resolution.
    • Communicate regularly with fellow moderators via Discord and Mattermost.
    • Participate in monthly team meetings and contribute to team discussions.
  • Stats as of September 3, 2025:
    • 2025:
      • 3263 tickets and AFRT (average first response time) 6.50 hours
      • 858 ratings, average of 4.55
    • 2024:
      • 8211 tickets and AFRT 6.25 hours
      • 732 ratings, average of 4.41
    • My AFRT includes a number of tickets that are older ones which L1 moderators may have skipped over, and/or tickets that were elevated either by an unhappy player, or by an L1 moderator who needed a senior moderator to handle the follow-up.

EQ Leader, Inc., 2017 – Present
Knowledge Operations & Digital Support Specialist (January 2017 – Present)
Company based in Roanoke, Virginia; position is 100% Remote.

  • Maintain and update company knowledge assets, including the website, blog, and internal documentation, ensuring information is accurate, current, and easy to navigate.
  • Support the CEO with digital operations, secure communication workflows, and logistical coordination to keep day‑to‑day activities running smoothly.
  • Research, evaluate, and implement new software tools; train internal users to support smooth adoption and consistent use.
  • Format, publish, and maintain website and blog content, ensuring clarity, accuracy, and alignment with organizational standards.
  • Troubleshoot technical issues across platforms and document solutions to improve efficiency and reduce repeated problems.
  • Ensure compliance with privacy and data‑handling requirements, including GDPR‑aligned practices, and maintain accurate policy documentation.
  • Monitor the CEO’s travel and related conditions (weather, traffic, timing), providing timely updates and adjustments to keep plans running smoothly.
  • Support internal knowledge flow by organizing information, improving accessibility, and helping maintain a reliable digital environment for the organization.

DESTINATION IMAGINATION, 2003 – 2017
Regional Director (2014 – 2017)
Additional Positions, see below (2003 – 2017)
Company based in New Jersey; position was Hybrid, but predominantly Remote.
Volunteer Role

DI is a volunteer‑led nonprofit that runs STEAM‑based creative problem‑solving programs for students worldwide. Teams develop solutions to open‑ended challenges and present them to trained Appraisers at regional, state, and global tournaments.  

Regional Director: 
Led the revitalization and operations of a 40‑county/city region, rebuilding volunteer capacity, documentation, communication, and tournament infrastructure.

  • Chaired regional board meetings; set agendas and guided planning and coordination across the region.
  • Recruited and onboarded board members, school partners, team managers, and volunteer appraisers.
  • Served as liaison between state/national DI organizations and regional participants, ensuring timely and accurate information flow.
  • Authored and distributed logistical communications to support event planning and team coordination.
  • Supported training efforts for Challenge Masters and appraisers, enhancing consistency and preparedness.
  • Served on the state-level scholarship committee, helping evaluate applications and select recipients.
  • Championed implementation of volunteer background checks to strengthen safety and accountability.
  • Provided hands-on support to parents, students, educators, and team managers, resolving challenges and fostering inclusive engagement.

Additional Positions:

  • Tournament Director (3 years)
  • Challenge D (Improv) Challenge Master (2 years).
  • Challenge E (Structural) Appraiser (9 years).
  • Score Room Challenge Master (1 year).
  • Webmaster for Southwest Virginia DI (12 years).
  • Webmaster for Southwest Virginia DI Archive site (Current).

K-VA-T Food Stores, Inc., Food City #823, 2009 – 2016
Computer Room (Cash Office) Associate (Sept 2010 – Sept 30, 2016)
Front-End Cashier (July 5, 2009 – Sept 2010)
Abingdon, Virginia 

Computer Room (Cash Office) Associate: 
Oversaw secure handling of store funds and financial reporting, supporting daily operations and loss prevention protocols.

  • Retrieved and processed register tills throughout shifts, ensuring timely and accurate cash flow.
  • Counted down and reconciled tills; investigated discrepancies and escalated significant variances to management.
  • Conducted spot audits on Gas-N-Go and front-end registers to verify accuracy and compliance.
  • Prepared nightly deposits and balanced store safe funds against daily sales activity.
  • Maintained and updated balance sheets; compiled and submitted sales reports to corporate office.
  • Generated morning reports and prepared tills for store opening.
  • Created and distributed loans for front-end operations and daily deposits.
  • Authored training manual for computer room procedures and documentation.
  • Trained new associates in secure cash handling and reporting protocols.
  • Adapted to unconventional shifts, including early mornings and late nights, to meet operational needs.
  • Maintained awareness of counterfeit bills, fraudulent coupons, and emerging scam tactics.

Front-End Cashier:
Delivered efficient customer service while supporting loss prevention and front-end operations.

  • Processed transactions accurately and monitored for counterfeit bills and coupon fraud.
  • Performed closing duties including register maintenance, restocking, and equipment checks.
  • Provided coverage in the Video Department: handled rentals/sales, restocked returns, cleaned equipment, and ran daily accountability reports.
  • Monitored self-checkout lanes (U-scans); assisted customers, replaced printer paper, and ensured bill dispensers were stocked.
  • Collaborated with Help Desk associates to troubleshoot and restore downed lanes.
  • Identified and reported suspected shoplifting incidents to management.

Winner of the Claude P. Varney Volunteerism Award for K-VA-T Food City Store #823 for work with Destination Imagination, in 2010, 2013, and 2014. Mentioned in:

UNITEDHEALTH GROUP, 2005 – 2007
Customer Care Associate – Correspondence Team (Off-Phone/Non-Sales) – Medicare Part D (October 2005 – November 2007)
Roanoke, VA 

Delivered efficient, empathetic support to customers navigating complex insurance processes, consistently achieving top-tier quality scores.

  • Resolved inquiries related to enrollment, withdrawals, Explanation of Benefits (EOBs), claims, reimbursements, and billing discrepancies.
  • Maintained weekly spreadsheet tracking agent compliments and complaints for submission to corporate database.
  • Consistently earned “World Class” quality scores for service excellence and accuracy.
  • Utilized proprietary systems including GPS, OCMS, RxConnections, MARx, and EDSS to manage customer data and correspondence.
  • Investigated and rerouted misdirected mail, identifying sources of error and ensuring proper delivery.
  • Authored training guide for misdirected mail handling; adopted as standard resource for Roanoke associates.

ROANOKE COUNTY SCHOOLS, 2003 – 2005
CAVE SPRING HIGH SCHOOL
Computer Coordinator/Webmaster/Distance Learning Assistant (Sept 2003 – Sept 2005)
Roanoke, VA 

  • Redesigned and maintained the school’s website, improving usability and visual appeal.
  • Collaborated with faculty and staff to create individualized classroom and department web pages.
  • Maintained and troubleshot computer hardware and software across classrooms and offices.
  • Provided tech support and training to teachers and staff, enhancing digital literacy and instructional integration.
  • Conducted annual inventory of all technology assets; updated Central Office database for district-wide tracking.
  • Operated and monitored distance learning equipment (two-way audio/video) for remote instruction.
  • Diagnosed and reported technical issues with DL equipment to Central Office for timely resolution.
  • Provided substitute support in neighboring high school DL classrooms to ensure instructional continuity.
  • Supervised distance learning students and supported their academic engagement.
  • Managed a portion of the school’s technology budget, contributing to strategic purchasing decisions.

Ferrum College, 1999 – 2001
WFFC RADIO STATION
Station Manager/Business Manager (Fall 1999 Semester – Spring 2001 Semester)
Internship at WYYD 108FM (Fall 2000 Semester)
Ferrum, VA 

  • Station Manager / Business Manager:
    • Directed all day-to-day operations of station.
    • Chaired staff and board meetings.
    • Handled budgeting, purchasing, compliance with non-profit tax/gift regulations, FCC guidelines.
    • Program and staff scheduling.
    • Student compliance (tracked DJ academic requirements/compliance).
    • HR functions (recruitment, training, and supervision of 20-40 DJs plus WFFC Board, and staff motivation).
    • Wrote proposal that established DJ Practicum, assigning college credit for DJ experience.
    • Rewrote and updated WFFC Constitution.
    • Served on college’s Communications Board.
    • Initiated, developed and managed station’s first website.
    • Played major role in system/technology upgrade; purchased and installed audio program that enabled operation of unmanned music database in DJs’ absence.
    • Professional Radio Station Internship at WYYD 108FM under DJ Robynn Jaymes. 
  • Radio Internship at WYYD 108FM (Lynchburg, VA) for college credit:
    • Gained hands-on experience in professional broadcasting, promotions, and event coordination.
    • Supported station staff during concerts of varying sizes, including the Dixie Chicks live event in Roanoke, VA.
    • Prepared promotional prize boxes and assisted with on-site logistics for live events.
    • Collaborated with the promotions team on benefit events and community outreach initiatives.
    • Handled administrative tasks including filing, organizing, and preparing bank deposits.
    • Redesigned and maintained the station’s website using hand-coded HTML, improving layout and content accessibility.

Peer Tutor, Sept 1999 – April 2001
Ferrum College Library: Carter Center for Academic Success
Ferrum, VA

  • Provided academic support across Freshman to Senior levels in Journalism Practicum, News Writing, and Music Appreciation.
  • Tutored students in English Composition, focusing on writing fundamentals and critical analysis.

Blue Ridge Institute and Farm Museum / Blue Ridge Institute, Summer 1998 (seasonal)
Historical Interpreter/Costumed Tour Guide – 19th Century German-American Museum (Summer 1998)
Ferrum, VA

  • Led guided tours demonstrating 19th-century German-American farm life in Franklin County, VA.
  • Prepared authentic period meals, including open-hearth baking and cooking techniques.
  • Assisted with archival work, supporting preservation and documentation of historical materials.
  • Served as cashier in the museum gift shop, providing customer service and handling transactions.

CrossRoads BBS, 1994 – 1998
System Operator (SysOp) for a Bulletin Board System
Position was 100% Remote.

  • Operated a dial-up Bulletin Board System (BBS) from a home-based setup, serving as a social, gaming, and file-sharing hub for users in the pre-Internet era.
  • Used Renegade software on DOS to manage all aspects of the board, including user access, file libraries, and message forums.
  • Programmed and maintained “door” games in DOS; created downloadable software and text files for members.
  • Designed ANSI graphics in TheDraw for login and welcome screens, enhancing user experience and visual appeal.
  • Monitored user registrations to detect and prevent false accounts, fostering a safe and respectful online community.
  • Maintained modem and dial-up connectivity for a single dedicated phone line; managed caller queues with patience and professionalism.
  • Expanded reach from local users to callers across the East Coast and outlying islands, despite long-distance phone charge barriers.
  • Served as the only female SysOp in the local and surrounding areas, building inclusive digital spaces in a male-dominated field.

Academic Honors:
Ferrum College:

  • Beazley Academic/Leadership Scholarship (faculty-selected).
  • Campus Media Leaders Scholarship – $2,000 awarded twice.
  • Ferrum Choir Competitive Performance Scholarship – awarded three times.
  • Lambda Sigma Honor Society – national sophomore honor society; 1 of 24 students selected.
  • Outstanding Student Leader – certificate of recognition for campus contributions.
  • Dean’s List – Spring 1999, Fall 1999, Spring 2000, Fall 2000, Spring 2001.

High School

  • Accepted into Virginia Military Institute (VMI) Summer Chemistry Program.
  • 1 of only 13 students selected statewide; awarded $400 stipend.
  • Program open to high school students with ≥ “B” average in chemistry.

Personal Interests
In my free time, I enjoy reading, writing, learning new things, and playing computer and console games, as well as card and board games. I’m passionate about music—listening, singing, and playing piano—and I find joy in creative expression. I also conduct extensive genealogy research for family and friends, a pursuit that requires both patience and meticulous attention to detail. Additionally, I explore product safety and nutritional research for my gluten-free blog, combining advocacy with investigative curiosity.