Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Destanie Stowe-Young

Charlotte,North Carolina

Summary

Results-driven Senior Operations Support Analyst with extensive expertise in technical support, incident management, and cross-functional collaboration. Proven ability to identify system breaks, mitigate platform issues, and enhance user experiences through strategic process optimization and effective SLA management. Committed to advancing internal and external product experiences by fostering proactive issue resolution and continuous improvement initiatives. Strong advocate for timely incident resolution, consistently contributing innovative solutions to prevent future challenges while facilitating seamless communication between Production Support and DevOps teams.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Senior Analyst – Operation Support

Synchrony Financial Services
01.2020 - Current
  • Experienced in recognizing system breaks and communicating issues to the business and shareholders. Coordinated bug identification and resolutions across multiple business departments. Able to quickly obtain pertinent information for quick problem solving, increasing customer and provider experiences. Quickly engaged needed individuals to access major breakdowns and removing blockers for issue resolution.
  • First responder to system breaks and platform issues, escalating and facilitating timely resolution.
  • Coordinated bug identification, collaborating across multiple business departments.
  • Spearheaded the creation of the Helpdesk model for ticket submission and resolution.
  • Managed ADO platform for Production support and Helpdesk issues.
  • Led bug refinement and remediation sessions to drive system improvements.
  • Created Helpdesk procedure documents and training material, improving team efficiency.
  • Played a key role in developing P1 and P2 incident response processes.

Senior Customer Care Consultant

Ally Lending (Health Credit Services)
01.2019 - 01.2020
  • Customer Care representative responsible for maintaining a collaborative working relationship with our largest healthcare vertical. Assisted with incoming calls and claims from both borrowers and providers.
  • Managed and sustained client relations, assisting with incoming calls, claims, and technical issues.
  • Trained providers on loan application platforms and offered troubleshooting assistance.
  • Authored training documentation used for onboarding and training new team members.
  • Utilized Salesforce to manage and document client interactions and inquiries.

Patient Communications Specialist

Health Credit Services
01.2018 - 01.2019
  • Responsible for helping recognize and aiding trends in new borrowers that increase first payment and lower overall loan delinquency. Spearheaded the customer care process for recognizing and flagging fraud.
  • Analyzed borrower behavior to reduce delinquency and increase first payments.
  • Led fraud detection and prevention efforts, including managing outbound cold calls.
  • Identified key trends impacting borrower behavior and worked on solutions to mitigate them.

Education

Bachelor of Science (BS) - Biology

Winston-Salem State University
Winston-Salem, North Carolina
05-2016

Skills

  • SLA Management
  • Risk Analysis
  • Technical Support
  • ScrumMaster (Agile)
  • Client relationship management
  • Process improvements
  • Root-cause analysis
  • Documentation and reporting
  • Issue identification
  • Research and analysis
  • Incident reporting

Certification

  • Certified ScrumMaster -Scrum Alliance

Timeline

Senior Analyst – Operation Support

Synchrony Financial Services
01.2020 - Current

Senior Customer Care Consultant

Ally Lending (Health Credit Services)
01.2019 - 01.2020

Patient Communications Specialist

Health Credit Services
01.2018 - 01.2019

Bachelor of Science (BS) - Biology

Winston-Salem State University

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