Danaile Stodola
Summary
Highly customer service-driven individual dedicated to supporting the team and ensuring their success. Known for reliability and adaptability. Committed to exceeding customer expectations and delivering exceptional service.
Overview
21
21
years of professional experience
Work History
Patient Access Representative
Think Whole Person Healthcare
04.2020 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Enhanced patient experience, ensuring welcoming environment from first point of contact.
Senior Workforce Analyst
First Data/Fiserv
02.2016 - 03.2020
- Provided and monitored service for over a dozen sites, a variety of products and over five hundred calls queues
- This includes adjusting and moving employees into optimized staffing to support multiple products and queues
- Responded and assisted with any system issues or service impacting problems with various technical teams
- Provided scheduled reports to senior management with an overview of call center performance and details on service misses or issues
- Improved overall operating costs by adjusting staffing requirements based on real time trends to allow staff shrinkages
Mission Control Associate Analyst
First Data
10.2014 - 02.2016
- Responsible for creating and maintaining timetables in order to place call center agents in the correct call center skills at the correct times to ensure we provide the best service to our clients
- Engaged directly with management of multiple sites to ensure agents were being utilized properly and that we were meeting service level agreements
Associate Workforce Timekeeper
First Data
02.2013 - 10.2014
- Utilized PeopleSoft program to complete daily tasks of keying in missing punches and paid time off, as well as checking times match for agents against their schedules for correct pay checks
- Engaged team managers daily in order to make sure payroll would be correct for their associates
- Monitored time clock punches and paid time off
Traffic Analyst
First Data
02.2004 - 02.2013
- Provided and monitored service for over a dozen sites, a variety of products and over five hundred calls queues
- This includes adjusting and moving employees into optimized staffing to support multiple products and queues
- Responded and assisted with any system issues or service impacting problems with various technical teams
Education
Bachelor of Science - Elementary Education
University of Nebraska at Omaha
Omaha, NE05.2020
Skills
Customer Service
Call Center Operations
Professional telephone demeanor
Calm Under Pressure
References
Available upon request
Timeline
Patient Access Representative
Think Whole Person Healthcare
04.2020 - Current
Senior Workforce Analyst
First Data/Fiserv
02.2016 - 03.2020
Mission Control Associate Analyst
First Data
10.2014 - 02.2016
Associate Workforce Timekeeper
First Data
02.2013 - 10.2014
Traffic Analyst
First Data
02.2004 - 02.2013
Bachelor of Science - Elementary Education
University of Nebraska at Omaha
Similar Profiles
Teinia CavittTeinia Cavitt
Medical Administration Specialist and Scheduler at Think Whole Person HealthcareMedical Administration Specialist and Scheduler at Think Whole Person Healthcare
Destiny WheelerDestiny Wheeler
Phlebotomist at Think Whole Person HealthcarePhlebotomist at Think Whole Person Healthcare
Tanjalyn JeffersonTanjalyn Jefferson
Medical Assistant at Think Whole Person HealthcareMedical Assistant at Think Whole Person Healthcare
Tracy BrolinTracy Brolin
Patient Access Representative-Patient Registration at Marshfield Medical Center DickinsonPatient Access Representative-Patient Registration at Marshfield Medical Center Dickinson
Melanie CrockettMelanie Crockett
Access Navigator and Patient Access Representative at Ochsner Health, Therapy & WellnessAccess Navigator and Patient Access Representative at Ochsner Health, Therapy & Wellness