Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Awards
Cooking, kayaking, and crocheting
Awards
Cooking, kayaking, and crocheting
Generic
Donita Delapaz

Donita Delapaz

Minneapolis,MN

Summary

Highly motivated professional with extensive customer service experience possessing strong leadership, facilitation, problem solving, analytical, communication, and strategic planning skills. Committed to exceeding customer expectations through relationship building, excellent troubleshooting skills, time management skills, and problem analysis and resolution.

Overview

24
24
years of professional experience

Work History

Consumer Centric Analyst

UNITEDHEALTHCARE
10.2022 - Current
  • Worked well in a team setting, providing support and guidance
  • Supported team using servant leadership style and leading by example
  • Listen to understand client needs and ask powerful questions to facilitate insights and Discovery
  • Identified issues, analyzed information, and provided solutions
  • Through Agile Methodology, co-created with teammates and clients to design and implement solution Experiments, learn from them, iterate, and discover final solutions to reach the desired results
  • Identify and resolve operational problems using defined processes, expertise, and judgment
  • Conduct root-cause analysis by identifying potential compliance, process, or systemic breakdowns; communicate findings to management; and ensure appropriate actions are being taken for human interactions and process improvement
  • Work at the forefront of transformation in the organization toward more consumer-centric mindsets and practices.

Health Advocate, Sr/Culture Ambassador

UNITEDHEALTHCARE
11.2019 - 10.2022
  • Resolve routine and more complex health/dental claim, benefit, and enrollment issues
  • Handle and resolve escalation items
  • Assist in training/mentoring new hires
  • Collaborate with other departments or managers to resolve customer issues, optimizing timely resolution and building trust.

New Client Coordinator

WELLS FARGO BANK
10.2005 - 07.2020
  • Partnered with sales and customer service departments to effectively set up new clients in the payroll system
  • Respond to routine and escalated inquiries or complaints on the most complex payroll products/services and/or from internal customers, leading to a significant improvement in customer retention and rapport
  • Resolve routine and more complex payroll escalation items including exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers and on-line transaction processing
  • Communicate with other departments or managers to resolve customer issues, optimizing timely resolution and building trust
  • Performed data entry of customer and employee payroll set up information, establishing consistent and accurate reporting and employee data integrity
  • Process customer payrolls, facilitating seamless processing and accurate payroll output
  • Assisted in training new hires, leading to a 20% increase in efficient onboarding and transitional processes.

Rep Level 2, Lead

HEALTHPARTNERS
06.2000 - 10.2005
  • Resolved routine and more complex health/dental claim, benefit, and enrollment issues
  • Handled and resolved escalation items
  • Assisted in training new hires
  • Engaged as the call Center Appointment Scheduling Assistant.

Call Center Supervisor, Training Specialist/QA

SHOP HQ (formerly known as Valuevision, International)
  • Supervised, directed, motivated, and trained 30 plus call center employees for home Shopping channel
  • Conducted System and Customer Service Training in a classroom environment
  • Performed Quality Monitoring and Team Coaching
  • Served as Dropship Accounts Payable clerk for Shop NBC.

Education

Bachelor’s Degree - Healthcare Administration/Leadership

Capella University
06.2027

Skills

  • Consumer Centric
  • Communication
  • Facilitation
  • Problem Resolution
  • Training / Coaching
  • Relationship Management
  • Leadership
  • Agile Project Mgt
  • Microsoft Office
  • Self-Management
  • Collaboration
  • PowerPoint
  • Visio
  • Miro

Affiliations

  • Virtually United Toastmasters CLUB # 3158976 DISTRICT 44 AREA 42

Timeline

Consumer Centric Analyst

UNITEDHEALTHCARE
10.2022 - Current

Health Advocate, Sr/Culture Ambassador

UNITEDHEALTHCARE
11.2019 - 10.2022

New Client Coordinator

WELLS FARGO BANK
10.2005 - 07.2020

Rep Level 2, Lead

HEALTHPARTNERS
06.2000 - 10.2005

Call Center Supervisor, Training Specialist/QA

SHOP HQ (formerly known as Valuevision, International)

Bachelor’s Degree - Healthcare Administration/Leadership

Capella University

Awards

  • Service Hero Nominee 2021
  • Service Excellence Quarter 4 Champion 2018

Cooking, kayaking, and crocheting

Experimenting with new recipes that require they be made from scratch, are my favorite dishes to whip up.  Recipes from different world cultures are always fun!  During the winter season, crocheting is my favorite past time.  Once spring and summer seasons roll around, I can be found on one of the 10,000 lakes in Minnesota!

Awards

  • Service Hero Nominee 2021
  • Service Excellence Quarter 4 Champion 2018

Cooking, kayaking, and crocheting

Experimenting with new recipes that require they be made from scratch, are my favorite dishes to whip up.  Recipes from different world cultures are always fun!  During the winter season, crocheting is my favorite past time.  Once spring and summer seasons roll around, I can be found on one of the 10,000 lakes in Minnesota!

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Donita Delapaz