Dimitria Dalusma
FL
Summary
Compassionate and results-driven professional with a Bachelor’s degree and over five years of experience in case management, customer service, and support roles. I am seeking to leverage my expertise in crisis management, empathetic client interactions, and complex system navigation as a Client Experience Specialist at Atticus. I have a proven ability to manage a high volume of client interactions, streamline processes, and provide life-changing support to individuals in need.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Certified Behavioral Health Case Manager
Drug Abuse Foundation
Delray Beach, FL
02.2023 - Current
- Conducted comprehensive assessments for over 30 clients per week, developing individualized care plans that improved client outcomes by 15%.
- Collaborated with interdisciplinary teams to deliver coordinated services, addressing a variety of client needs, including healthcare and legal support.
- Educated clients on available resources, providing access to housing, employment, and healthcare services, resulting in a 20% increase in resource utilization.
- Managed crisis intervention and supported clients through complex healthcare and legal processes, ensuring compliance, and successful outcomes.
Intensive Case Manager
South County Mental Health Center
Delray Beach, FL
10.2022 - 02.2023
- Managed a caseload of 50+ clients, assessing their needs and developing treatment plans, improving service delivery efficiency by 25%.
- Facilitated 3-4 interdisciplinary meetings weekly, ensuring clear communication, and tracking progress on clients’ treatment goals.
- Implemented evidence-based practices, resulting in a 10% improvement in client treatment adherence and overall outcomes.
- Worked with 30+ community organizations to provide comprehensive care, advocating for clients' access to essential resources.
Adult Protective Investigator
Florida Department of Children and Families
West Palm Beach, FL
04.2022 - 10.2022
- Investigated over 40 cases of adult abuse, neglect, and exploitation, successfully closing 100% of reports within regulatory timelines.
- Conducted face-to-face assessments for victims, collaborating with law enforcement, and medical professionals to ensure safety and support.
- Documented and maintained investigation records with 100% accuracy, adhering to state policies, and reporting requirements.
- Referred victims to appropriate social services, ensuring a 98% success rate in connecting vulnerable adults to necessary interventions.
COVID-19 Screener
Nomi Health
Aventura, FL
11.2021 - 01.2022
- Administered COVID-19 tests to 500 to 3,000 individuals daily, maintaining compliance with safety protocols, and reducing turnaround time by 15%.
- Managed inventory and testing kits, ensuring timely distribution, and maintaining a 98% accuracy rate in data collection and reporting.
- Contributed to process improvement initiatives that reduced testing time by 10% and improved operational efficiency.
Unemployment Claims Specialist
State of Michigan
, FL
03.2021 - 01.2022
- Handled up to 80 client inquiries daily, ensuring high levels of client satisfaction by resolving issues and providing clear information.
- Increased client engagement by 30% through personalized service, meeting customer needs efficiently.
- Successfully reduced resolution times by 25% by quickly navigating new systems, and addressing urgent client concerns.
- Resolved discrepancies between the claimant's reported income and the employer's reported wages.
- Responded to inquiries regarding unemployment insurance regulations, laws, policies, procedures, and claims status.
Customer Service Representative
Vacasa
Remote
05.2020 - 05.2021
- Provided outstanding support to over 100 clients each week, ensuring they received prompt and accurate assistance in a high-volume setting.
- Provided empathetic guidance during over 30 daily calls, assisting individuals in resolving urgent issues and outlining clear next steps, which resulted in a 95% positive client feedback rate.
- Contributed to a 20% improvement in client retention rates through proactive communication and follow-ups.
- Mastered CRM systems (Salesforce, Front), improving response efficiency by 40%, and decreasing client wait times by 15%.
- Worked with cross-functional teams to streamline processes, leading to a 10% increase in overall team productivity.
Administrative Assistant
Healthcare Solutions Services LLC
Daytona Beach, FL
11.2019 - 05.2021
- Supported daily office operations, handling sensitive materials, and ensuring smooth coordination of client services.
- Assisted in managing 30+ client appointments weekly, and helped prepare 15+ detailed reports monthly.
- Developed and maintained detailed client records, improving organization and service tracking efficiency by 20%.
Executive Assistant
Herbert Thompson Funeral Home
Daytona Beach, FL
08.2018 - 05.2020
- Assisted in managing over 50 client families per year, providing support, and ensuring the smooth operation of funeral services.
- Handled sensitive documentation, including insurance and death certificates, with 100% accuracy.
- Managed logistics for 30+ funeral and memorial services annually, ensuring seamless execution and client satisfaction.
Certified Nursing Assistant
Indigo Manor Nursing and Rehabilitation Center
Daytona Beach, FL
09.2015 - 09.2018
- Assisted 14 to 20 patients daily with ADLs, maintaining a high standard of care, and improving patient satisfaction by 10%.
- Worked closely with nursing staff to ensure timely patient care, achieving a 95% positive feedback rate from residents' families.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
Education
BS - Health Science
Bethune-Cookman University
Daytona Beach, FL12-2018
Master's of Science - Health Administration
University of Cincinnati
Cincinnati, OHSkills
- Client support and empathy
- Crisis Management and Problem Solving
- Multitasking and Time Management
- System Proficiency
- Cross-functional collaboration
- High-Volume Service and Communication
- Social Impact Focus
Community Invlovement
- Gamma Sigma Sigma National Service Sorority, Inc.
- Alpha Kappa Alpha Sorority, Inc.
Certification
- Certified Nursing Assistant
- Certified Behavioral Health Case Manager (CBHCM)
- Crisis Management & Communication Training
Additional Information
- Technical Proficiency: Salesforce, Front, Google Suite, Microsoft Office
- Location & Availability: Fully remote
References
References available upon request.
Timeline
Certified Behavioral Health Case Manager
Drug Abuse Foundation
02.2023 - Current
Intensive Case Manager
South County Mental Health Center
10.2022 - 02.2023
Adult Protective Investigator
Florida Department of Children and Families
04.2022 - 10.2022
COVID-19 Screener
Nomi Health
11.2021 - 01.2022
Unemployment Claims Specialist
State of Michigan
03.2021 - 01.2022
Customer Service Representative
Vacasa
05.2020 - 05.2021
Administrative Assistant
Healthcare Solutions Services LLC
11.2019 - 05.2021
Executive Assistant
Herbert Thompson Funeral Home
08.2018 - 05.2020
Certified Nursing Assistant
Indigo Manor Nursing and Rehabilitation Center
09.2015 - 09.2018
- Certified Nursing Assistant
- Certified Behavioral Health Case Manager (CBHCM)
- Crisis Management & Communication Training
BS - Health Science
Bethune-Cookman University
Master's of Science - Health Administration
University of Cincinnati
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