Danielle Layer
Lino Lakes
Summary
Hardworking and driven quality representative dedicated to enhancing patient experiences through effective communication and collaboration. Plays a key role in incident research and workflow updates, ensuring adherence to quality standards while providing essential support and training to team members. Focused on implementing process improvements that directly impact service line performance.
Overview
25
25
years of professional experience
Work History
Quality Representative Intermediate
Allina Customer Experience Center
04.2025 - Current
- Provided real-time support for agents’ questions and escalations while educating them on Quality procedures and best practices.
- Provided call feedback to improve the patients’ experience and assist in each agent reaching their full potential.
- Supported leadership with workflow updates and maintained service line standards to ensure operational efficiency.
- Conducted incident research, documented, and logged errors reported by stakeholders to enhance issue resolution.
- Provided technical expertise, guidance and training to other team members on medical imaging scheduling workflows.
Senior Customer Experience Specialist
Allina Customer Experience Center
06.2022 - Current
- Handled incoming calls across multiple queues, scheduled imaging exams, updated patient charts, input orders, faxed orders and forms, documented referrals, and ensured positive patient experiences across multiple locations.
- Collaborated on multiple committees within CEC, organized and drafted communications, and sent weekly updates to stakeholders.
- Trained new operators on systems and procedures, supporting their onboarding process and enhancing team readiness.
Customer Experience Lead
Allina Customer Experience Center
04.2024 - 04.2025
- Collaborated with fellow leads to identify and implement process improvements.
- Clarified workflows and resolved inquiries on lead chat to streamline communication.
- Assisted supervisor with pulling agent stats and scheduling continued training to improve agent’s stats.
- Scheduled clinic appointments and provided phone support to enhance patient access.
- Rescheduled clinic appointments based on provider availability changes.
Customer Experience Specialist
Allina Customer Experience Center
03.2022 - 06.2022
- Managed incoming and outbound calls across multiple queues, scheduled clinic appointments in Excellian, initiated and updated patient charts, communicated messages and prescription refills to providers, updated health insurance coverage, transferred patients to appropriate departments, and ensured positive patient experiences.
- Addressed customer inquiries and service issues promptly.
- Collaborated with team members to enhance customer support processes.
Hairstylist
Jung Ja Salon & Spa
06.2004 - 09.2014
- Executed haircuts, colors, perms, special event styles, hair extensions, facial/body waxing, makeup, manicures, and pedicures to enhance client satisfaction and appearance.
- Managed client files and notes, scheduled appointments, and rebooked visits to foster strong client relationships and streamline service delivery.
- Ensured cleanliness and sanitation of work area by sterilizing and disinfecting tools and equipment regularly for client safety.
Bartender/Waitress
CR Billiards and Sports bar
02.2002 - 03.2012
- Greeted customers, took food and beverage orders, served food and beverages, made drinks, and managed opening and closing of bar and pool hall.
- Prepared and served a variety of beverages and cocktails efficiently.
- Maintained cleanliness and organization of bar area at all times.
- Oversaw inventory levels of bar supplies to ensure availability for service. and restocked supplies.
- Hired and fired servers, created and maintained server schedules, and trained servers to ensure high service standards.
Salon Coordinator
Jung Ja Salon & Spa
06.2001 - 06.2004
- Greeted clients, answered phones, booked appointments, reconciled daily sales, hired, fired, trained, and onboarded receptionists and new hires, managed inventory, and marketed new products and services.
- Developed and implemented new systems while updating existing ones to enhance operational efficiency.
- Coordinated project for new computer system installation and trained employees on system usage to ensure smooth transition.
Education
Associate of Arts - Nursing
Anoka Ramsey Community College
Minnesota05-2014
Skills
- Data analysis
- Process improvement
- Workflow optimization
- Workflow optimization
- Quality Standards
- Root cause analysis
- Attention to detail
- Effective verbal and written communication
- Team Collaboration
- Analytical Thinking
- Multitasking
- Active listening
Affiliations
- Virtual Water Cooler Committee
- Wellness Committee
- All Together Better Champion
Timeline
Quality Representative Intermediate
Allina Customer Experience Center
04.2025 - Current
Customer Experience Lead
Allina Customer Experience Center
04.2024 - 04.2025
Senior Customer Experience Specialist
Allina Customer Experience Center
06.2022 - Current
Customer Experience Specialist
Allina Customer Experience Center
03.2022 - 06.2022
Hairstylist
Jung Ja Salon & Spa
06.2004 - 09.2014
Bartender/Waitress
CR Billiards and Sports bar
02.2002 - 03.2012
Salon Coordinator
Jung Ja Salon & Spa
06.2001 - 06.2004
Associate of Arts - Nursing
Anoka Ramsey Community College