Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Destanei Gaines

Houston

Summary

Motivated call center and customer service representative with extensive experience in delivering exceptional service and technical support. Proven ability to resolve issues and complaints efficiently, ensuring a positive customer experience. Strong organizational and problem-solving skills enable effective multitasking and management of high call volumes.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Call Center Agent

Navient Solutions
08.2023 - Current
  • Ensured compliance by maintaining up-to-date knowledge of company policies and procedures.
  • Managed high volumes of inbound and outbound customer calls efficiently.
  • Consistently met or exceeded benchmarks for call speed, accuracy, and volume.
  • Transferred calls to appropriate departments or individuals as required.
  • Maintained quality standards for call duration while handling high incoming call volumes.

Specimen Processing Technician

Quest Diagnostics
Houston
07.2021 - 04.2023
  • Processed incoming specimens for precise testing and analysis.
  • Documented specimen information accurately in laboratory management systems.
  • Verified patient information against specimen labels to guarantee accuracy.
  • Entered and validated patient data in software systems to ensure correct labeling.
  • Utilized computer software for tracking test orders, entering results, and generating reports.
  • Maintained strict confidentiality standards to protect patient information.

Customer Service Representative

Kroger
Pearland
04.2019 - 04.2021
  • Resolved customer complaints efficiently while maintaining empathy and professionalism.
  • Educated customers on promotions and loyalty programs to enhance engagement.
  • Assisted customers with inquiries and product selections to drive satisfaction.
  • Delivered excellent customer service to ensure timely resolution of issues.

Education

High School Diploma -

Ross Shaw Sterling Aviation Highschool
Houston, TX

Some College (No Degree) -

Texas Southern University
Houston, TX

Skills

  • Call management and appointment scheduling
  • Customer account verification
  • Data entry and accuracy
  • Compliance and HIPAA adherence
  • Troubleshooting and problem solving
  • Customer relationship management
  • Active listening and empathy
  • CRM software proficiency
  • Medical terminology knowledge
  • Healthcare industry expertise
  • Time management
  • Multitasking efficiency
  • Conflict resolution
  • Patient information processing
  • Team collaboration
  • Training and mentoring

Certification

  • Microsoft Word 2019 Certification

Timeline

Call Center Agent

Navient Solutions
08.2023 - Current

Specimen Processing Technician

Quest Diagnostics
07.2021 - 04.2023

Customer Service Representative

Kroger
04.2019 - 04.2021

High School Diploma -

Ross Shaw Sterling Aviation Highschool

Some College (No Degree) -

Texas Southern University

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