Dana Holt
Colonial Heights,VA
Summary
Dynamic professional with a proven track record in the medical field, teaching and instruction, and finance. Excelled in delivering personalized support and optimizing care delivery, significantly enhancing business and patient outcomes. Known for exceptional organization and office management skills, consistently exceeding service standards.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Special Education Paraprofessional
Colonial Heights Public Schools
11.2020 - Current
- Supported teacher in development of individual learning strategies.
- Delivered personalized educational, behavioral, and emotional support to individual students to enable positive learning outcomes.
- Maintained positive attitude and affirmatively communicated with each student.
- Alerted instructor to student behavior or issues requiring intervention.
- Documented student behaviors, interventions, and outcomes to enable lead teacher to address pertinent issues.
Licensed Practical Nurse
Sona MedSpa
12.2009 - 04.2013
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
- Minimized staff and patient infection risk by cleaning and disinfecting equipment instruments.
- Managed various general office duties such as answering multiple telephone lines, completing insurance forms, and mailing monthly invoice statements to patients.
- Reviewed patient history to verify conditions and current medications.
Senior Customer Service Representative
Wells Fargo Bank, N.A.
09.1998 - 05.2011
- Engaged clients in person and over phone to answer questions and address complaints.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Escalated issues to proper supervisors when standard processes were not effective.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Cross-trained and backed up other customer service managers.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Medical Coding Certificate - Medical Coding
Brightpoint Community College
Chester, VA 11.2024
Practical Nursing Certificate - Practical Nursing
J. Sargeant Reynolds Community College
Richmond, VA 12.2009
Skills
- Teaching and instruction
- Data Collection
- Verbal and written communication
- Escalation management
- Conflict Management
- Payment Processing
- Call center experience
- De-Escalation Techniques
- Live chat support
- Appointment Scheduling
- Data entry proficiency
- Medical terminology knowledge
- Phone and Email Etiquette
Certification
CPC-A, AAPC
Timeline
Special Education Paraprofessional
Colonial Heights Public Schools
11.2020 - Current
Licensed Practical Nurse
Sona MedSpa
12.2009 - 04.2013
Senior Customer Service Representative
Wells Fargo Bank, N.A.
09.1998 - 05.2011
CPC-A, AAPC
Medical Coding Certificate - Medical Coding
Brightpoint Community College
Practical Nursing Certificate - Practical Nursing
J. Sargeant Reynolds Community College
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