Destanie Grenz
Mexia
Summary
Customer-focused service professional with 10+ years of experience delivering calm, confident support in fast-paced, high-volume environments. Recognized for professionalism, safety awareness, and the ability to de-escalate issues while providing a warm, reassuring customer experience. The ability to upsell company products. Strong communicator skilled in following procedures, working as part of a team, and maintaining composure during time-sensitive situations.
Overview
14
14
years of professional experience
Work History
Customer Support
Innova Solutions
12.2021 - 10.2025
- Provided professional, empathetic service to customers in high-stress situations involving healthcare eligibility and benefits.
- Resolved escalated issues by following strict policies and documentation procedures while maintaining customer trust for Arkansas Access and Georgia DHS for LTSS, MAGI and Non-MAGI Medicaid eligibility.
- Coordinated with multiple teams to ensure timely and accurate case resolution.
- Trained and coached groups of 10–15 employees on customer interaction standards and process accuracy.
- Maintained composure and professionalism while handling sensitive and time-critical situations.
Customer Service Representative
Capital One Bank
06.2019 - 05.2021
- Delivered consistent, high-quality customer service while managing multiple systems and complex account requests.
- Finding the right target audience to sell products that are useful to people in their everyday life.
- Built strong rapport with customers, ensuring a calm and reassuring experience during financial concerns.
- Applied company policies and compliance standards to resolve issues safely and accurately.
- Achieved 100% customer satisfaction ratings while meeting performance and quality metrics.
- Handled sensitive personal and financial information with discretion and professionalism.
Texas Works Advisor III
Texas Department of Health and Human Services
08.2011 - 07.2019
- Delivered compassionate, high-volume customer service by interviewing guests to understand needs and provide appropriate assistance and resources.
- Used digital systems to accurately review information, resolve issues, and ensure timely, compliant service delivery.
- Connected guests with community resources and coordinated support to ensure a positive, seamless experience.
- Managed front-office operations including mail handling, records, and data entry while maintaining confidentiality and accuracy.
- Prepared and reviewed documents while providing friendly, professional service both in person and online.
- Supported daily operations to maintain smooth workflow, regulatory compliance, and high customer satisfaction.
Education
Coursework Completed -
Cedar Valley College
High School Diploma - undefined
DeSoto High School
Skills
- Exceptional Customer Service & Hospitality
- Leadership and Time management
- Conflict De-escalation & Problem Resolution
- Team Collaboration in High-Pressure Settings
- Clear Verbal Communication & Active Listening
- Multitasking & Attention to Detail
Timeline
Customer Support
Innova Solutions
12.2021 - 10.2025
Customer Service Representative
Capital One Bank
06.2019 - 05.2021
Texas Works Advisor III
Texas Department of Health and Human Services
08.2011 - 07.2019
High School Diploma - undefined
DeSoto High School
Coursework Completed -
Cedar Valley College