MAKITA DILLAS
Aurora
Summary
Customer Service Leader with 20 years of experience delivering exceptional support in fast-paced, high-pressure environments. Proven ability to prioritize tasks, manage time effectively, and drive team performance. Recognized for a dependable track record of success, attention to detail, and a proactive problem-solving mindset. Skilled at improving processes and workflows to enhance efficiency and service quality. Conscientious and hardworking, with a talent for multitasking and thriving under pressure. Energetic professional adept at motivating teams, fostering positive dynamics, and achieving ambitious goals. Committed to cultivating an open, communicative culture, where employees feel empowered to contribute to organizational success.
Overview
21
21
years of professional experience
Work History
Supervisor of Clinic Office Operations
UCHealth University of Colorado Hospital
Aurora
01.2025 - Current
- Staffing coordination: Determined, coordinated, and supervised daily staffing assignments to ensure adequate coverage.
- Leadership & development: Provided direction, orientation, training, coaching, and mentoring to staff.
- Performance management: Conducted evaluations, delivered feedback, and managed disciplinary actions.
- Quality assurance: Assessed service delivery, facilitated staff huddles, and promoted team-building initiatives.
- Policy compliance: Ensured adherence to departmental and organizational policies, procedures, and protocols.
- Operational support: Performed staff responsibilities as needed to maintain required service levels.
- Issue resolution: Led the handling of complex issues and complaints, ensuring timely and effective solutions.
- Cross-functional collaboration: Coordinated with other teams to align operational goals with strategic objectives.
- Patient/provider satisfaction: Improved satisfaction through timely responses to inquiries, and proactive concern management.
- Conflict resolution: Resolved team conflicts promptly, fostering a harmonious, and productive environment.
- Administrative management: Processed payroll and managed time-off requests for the entire department.
Lead Triage Coordinator
Statline
Greenwood Village
01.2018 - 06.2024
- Assessed needs of patients and medical staff promptly and effectively.
- Routed incoming calls from hospitals, clinics, and medical agencies efficiently.
- Responded to inquiries about donation processes and donor registration from family members and the public.
- Entered patient data, including demographics and date of birth, utilizing Cerner Health Information Technology system.
- Completed screenings and communicated new symptoms, test results, and medication requests to transplant teams.
- Reported critical lab alerts to on-call doctors via encrypted email with lab values.
- Executed administrative tasks including faxing, scanning, filing, emailing, and mailing.
Correctional Monitor/Community Corrections
Corecivic
Denver
01.2017 - 01.2018
- Responsible for the supervision of facility population and enhancing public safety.
- Duties include maintaining order, facility sanitation, safety, monitoring offender movements during all phases of activity including work, job search and leisure.
- Administrative duties include electronic filing, scanning, faxing, photocopying and mail distribution.
- Handles intakes for offenders transitioning from The Department of Corrections.
- Communicates with various agencies in regards to offender records.
- Answers multi-line telephone.
Member Service Representative
Kaiser Permanente
Denver
01.2013 - 01.2015
- Attends to member inquiries while ensuring the security and confidentiality of records to prevent substantial harm, embarrassment, inconvenience, or unfairness to any individual on whom information is maintained.
- Responsible for operating several computer systems while maintaining versatility when it comes to handling claims, scheduling, billing and benefit calls.
- Answers questions and performs research related to group/individual accounts, coordination of benefits and enrollments in a timely manner while systematically documenting detailed information relevant to each contact.
Sales Account Manager
Affinity Group, Inc.
Englewood
01.2005 - 01.2011
- Manage a large customer base and sales funnel to sell mechanical breakdown insurance to new and existing clientele.
- Maintain production as top producer on a large sales team.
- Shortened the sales cycle through consistent follow up efforts and closing the deal honestly.
- Worked cohesively with marketing teams to ensure consistent brand delivery and exceed customer expectations.
- Up sell/cross sell Affinity Partners to further enhance the company relevance and revenue.
- Generate proposals and take a highly consultative approach to winning the deal.
Education
High School Diploma -
Montbello High
Denver, CO05-1995
Skills
- Staff coordination
- Performance management
- Policy compliance
- Customer satisfaction
- Operational support
- Cross-functional collaboration
Timeline
Supervisor of Clinic Office Operations
UCHealth University of Colorado Hospital
01.2025 - Current
Lead Triage Coordinator
Statline
01.2018 - 06.2024
Correctional Monitor/Community Corrections
Corecivic
01.2017 - 01.2018
Member Service Representative
Kaiser Permanente
01.2013 - 01.2015
Sales Account Manager
Affinity Group, Inc.
01.2005 - 01.2011
High School Diploma -
Montbello High