Stephanie Michelle Fitzhugh Novelist & Esports Consultant

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Certified Nursing Assistant

Solaris Healthcare

May 2025 - Current (1 year 6 months)

Relationship Banker

Truist

Jun 2024 - Apr 2025 (11 months)

Educate clients on savings and lending opportunities to build wealth and achieve their goals.
Contribute to individual and branch sales targets by offering products and services with a focus on developing, expanding, and retaining relationships.
Refer more complex client needs or financial goals to other internal specialists and third-party partners to offer clients the best fit.

Quality Assurance Associate & Trainer

New York Life Insurance Company

Apr 2022 - Jun 2024 (2 years 3 months)

Piloted a new assessment form and performed User Access Testing to ensure improved quality assurance results with a new targeted review system.
Reviewed 60-100 transactions per week to ensure compliance with state and federal guidelines, as well as to protect the company from money laundering and fraud risks.
Trained 5 third-party QA associates in reviewing reinstatement forms processing, expanding the team’s quality review capacity, and ensuring a uniform approach to completing reviews.

Policy Administration & Reinstatement Processor

New York Life Insurance Company

Jun 2021 - Apr 2022 (11 months)

Reduced risk to the company through risk assessment by processing up to 50 policy documents (200% of expected goal) and 100+ reinstatement applications (200% and greater than expected goal) per week on policies up to $500K, after being in the top 1% of performers, ensuring the company made a profit.

Triage Customer Service Representative

New York Life Insurance Company

Jan 2020 - Apr 2022 (2 years 4 months)

Fielded up to 50 calls per day, advocating for and educating agents, policy owners, and service professionals by handling financial and informational transactions of up to $500,000 and managing clients' policies.
Trained 50+ new hires and supplemented call flow training through call calibration and live monitoring to increase team metrics.

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Heinz Fellow/Education Researcher

Center for Urban Education

Jul 2018 - Jun 2019 (1 year)

Mentored 30+ students and educated 100 students in English Language Arts by supporting lead teachers in Pittsburgh's urban schools through participatory action research and exercises in equity to improve students’ grades and expand their college preparation.
Analyzed the effects of power dynamics and school culture on student voice, highlighting opportunities to improve equity in urban education and fill in educational resource gaps.

Website Manager & Site Assistant

National Writing Project

Sep 2013 - Jun 2018 (4 years 10 months)

Interviewed, hired, and trained a direct report to successfully replicate my role during my exchange program.
Designed copywriting promotional materials, as well as technical writing materials to raise awareness of initiatives, increasing participation by 50% each year.
Educated high school students of the Young Writers Institutes by leading a workshop on dialogue in creative fiction.

Organizer & Adjudicator

Scholastic

Sep 2013 - Current (13 years 2 months)

Adjudicated 30+ submissions across 4 categories annually
Organized the annual Western Pennsylvania Scholastic Writing Competition and Awards Ceremony (2013 - 2018)

Stephanie Michelle Fitzhugh

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Stephanie Michelle Fitzhugh

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