NICK STOFKO
Blue Cross Blue Shield of Arizona
Tucson
17
years of professional experience
Results-oriented professional with 15+ years in digital analytics, customer support, and business analysis. Leverages data and technology to enhance digital experiences, resolve customer issues, and align with business objectives. Proven ability to collaborate effectively with cross-functional teams, utilizing strong communication and problem-solving skills.
Work History
Digital Analyst
11 Years 6 Months- Use web analytics tools and digital data to develop actionable insights that support business decisions and digital strategy.
- Analyze online consumer behavior and digital marketing initiatives to identify trends, opportunities, and areas for improvement.
- Evaluated website and digital experiences to enhance usability, customer behavior insights, engagement, and overall user experience.
- Conduct A/B testing and analyze results to help determine which digital approaches and experiences perform most effectively.
- Prepare comprehensive reports and communicate findings to stakeholders to support marketing campaigns, digital initiatives, and business growth.
- Monitored digital performance and translated analytical findings into recommendations for improving key performance indicators.
- Apply knowledge of digital platforms and web technologies to support ongoing website improvements and operational needs.
- Troubleshoot website and mobile-device issues, helping customers and business partners navigate digital platforms and resolve technical problems.
- Bridge business, customer-service, and technical needs by investigating issues, identifying root causes, and communicating solutions clearly.
- Support inbound and outbound communications by phone and email involving members, brokers, employers, and providers.
Collections Specialist
5 Years 9 Months- Successfully exceeded collection budgets for five years, managing performance against targets of up to $2 million.
- Communicated with customers about delinquent accounts, outlining payment obligations, available options, and importance of resolving outstanding debt to facilitate timely resolutions.
- Balanced productivity, customer communication, compliance considerations, and collection objectives in a high-volume environment.
- Performed skip-tracing activities using online research tools and resources to locate debtors and verify employment status, enhancing collection efforts.
- Analyzed available information to identify effective methods for locating customers and progressing accounts toward resolution.
- Developed strong knowledge of federal programs and available payment options related to defaulted student loans.
- Demonstrated leadership by motivating and supporting collection teams while maintaining focus on performance and organizational goals.
- Supervised and evaluated team performance, providing oversight and accountability for daily collection activities.
- Balanced productivity, customer communication, compliance, and collection objectives in high-volume environment to achieve collection goals.
Education
- Business Analyst Professional Development
Ongoing professional development in business analysis concepts and practices.
- Full Stack Web Development
Completed 240 hours of programming coursework focused on full-stack web development.
High School Diploma
Skills
Analytics: Digital analytics
User experience research
Frontend development
Backend development
CMS Management
Agile Methodologies
Business productivity tools
Timeline
Digital Analyst
Blue Cross Blue Shield of Arizona
03.2015 - CurrentRead More
Collections Specialist
GC Services
06.2009 - 03.2015Read More
Eastpointe High School
High School Diploma
Read More
LinkedIn Learning
from Business Analyst Professional Development
Read More
University of Arizona
from Full Stack Web Development
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Personal Information
Title: Digital Analyst | Business Analysis | Customer Experience | Technical Support