Dana Alfano-D'Ettorre
Riverview,FL
Summary
Accomplished Customer Experience Agent with extensive experience providing quality services in challenging environments. Establishes relationships with customers, analyzes customer needs and resolves complaints. Possesses excellent communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
Customer Experience /Software Developer
Infinit Resource Management
05.2023 - Current
- Manage internal case management system, triaging cases and escalating to partners, PrismHR, when situation is determined to need their assistance
- Track and report on high priority cases and feature wish list items as part of bi-weekly technology partner meetings
- Provide hands-on support, for clients and staff guiding team's utilization and innovation of platform
- Train internal users on utilization of technologies use, prepare training materials and conduct training programs as needed
- Evaluate and anticipate impact of new technical solutions on product roadmap to clients, onboarding and client training
- Lead internal systems projects and participate effectively in other IT related projects and safety
- Complete/implement new account setups with data exchange partners with emphasis on security
- Create and maintain applicable systems documentation
- Participated in software field testing to verify performance of developed projects
Customer Experience Practice Liaison
EyeCare Partners
11.2021 - 04.2023
- Increased Netpromoter Score for client satisfaction for 256 practices
- Improved customer satisfaction by leveraging customer insights and feedback to direct team enhancements.
- Establish relationships with practice administrators , executives , and providers for on-boarding and integration
- Review processes ,complex issues and problem solve w/value added solutions
- Train administrators with Nextgen application System Admin , Practice Management and EHR
- Provide coordination between service desk , Infrastructure, Hosting, Application Support
- Implementation of new projects , software , and hardware for over 250 practices insuring exceptional customer service and experience and improving highly motivated staff.
- De-escalated conflicts and retained customers with expert communication skills.
Healthcare IT
ITelagen
07.2017 - 11.2021
- Developed and maintained expertise in relevant product areas to best serve customers' needs.
- Healthcare team supporting multiple hospitals , clinics, and private practices
- Level 2 technical support in Nextgen EHR application
- Resolving issues within multiple environments , servers, products
- Understanding prompt courteous service
- Effective communication, ITIL , and SQL attributes
- Increasing productivity, excellent client satisfaction
- Passionate about healthcare , understanding issues affecting patient care , safety , and security
- Drove meaningful improvements to customer experiences by contributing expertise and insights.
Clinical Support Analyst
Dell -NTT DATA Services
07.2013 - 07.2017
- Analyzing data 200 Practices -Responding to incidents regarding clinical aspects of NextGen Software suite
- Mychart within EPIC (Incidents may include, but are not limited to, workflow issues, application errors, user access, -Tracking and documenting appropriate comments, and close or escalate incident tickets and troubleshooting issues in timely manner
- Responsible for driving resolution of Incidents -Experienced in NextGen clinical workflows and functionality
- Improved user performance by providing training in hardware and software use.
- Excelled individually and served as team player to resolve issues
Education
High School Diploma -
Venice High School
Venice, FLSome College (No Degree) -
Hillsborough Community College
Tampa, FLSkills
- Problem-Solver
- Security
- Acquisition
- Performance improvement
- Marketing Management
- Sales Presentations
- Public Relations
- Public Safety
- Community Outreach
- User experience design
Timeline
Customer Experience /Software Developer
Infinit Resource Management
05.2023 - Current
Customer Experience Practice Liaison
EyeCare Partners
11.2021 - 04.2023
Healthcare IT
ITelagen
07.2017 - 11.2021
Clinical Support Analyst
Dell -NTT DATA Services
07.2013 - 07.2017
High School Diploma -
Venice High School
Some College (No Degree) -
Hillsborough Community College