Destine Ferrell
Orlando
Summary
Detail-oriented professional with strong communication strategies and conflict resolution skills. Experienced in customer service and support roles, adept at resolving issues and enhancing client relationships to drive satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Maximus
Orlando
11.2025 - Current
- Provided clear information regarding outstanding student loans and repayment options.
Addressed inquiries about loan balances and deadlines, clarifying responsibilities.
Guided students through loan repayment processes to facilitate understanding.
Resolved issues promptly, ensuring effective communication throughout.
Assisted students in managing loans to prevent default and financial distress.
Utilized strong communication skills and patience to support students effectively.
Leveraged knowledge of loan programs to inform students of available resources. - Resolved customer complaints through effective communication and problem-solving techniques.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Support Specialist
IT Depot LLC
Leesburg
01.2023 - Current
- Conduct HR-related functions encompassing employee onboarding, updating personnel records, supporting benefits administration, organizing training sessions, and addressing employee inquiries to guarantee seamless office operations.
- Coordinated recruitment efforts, screening resumes and scheduling interviews.
- Managed employee onboarding, ensuring all documentation was complete and accurate.
- Assisted in maintaining employee records using HR management systems.
- Supported payroll processing by verifying timecards and attendance records.
- Responded to employee inquiries regarding policies and benefits promptly.
- Conducted exit interviews, gathering feedback for organizational improvement.
- Collaborated with team members to improve HR processes and workflows.
- Guided new hires through orientation and onboarding and explained documentation requirements to facilitate HR process.
- Assisted with planning, organizing and coordinating company events.
- Scheduled appointments, meetings, and conferences with employees to discuss and mitigate personnel issues.
- Initialized background checks for potential new hires.
Medical Collections Representative
MDS
Melbourne
04.2023 - 02.2024
- Managed outbound and inbound calls to facilitate effective communication with patients and insurance companies.
Collected outstanding medical debts by verifying account information and negotiating payment plans.
Maintained accurate records to ensure compliance with privacy regulations.
Demonstrated strong problem-solving skills to resolve disputes and secure timely payments. - Managed patient accounts and verified insurance information for accurate billing.
- Communicated with patients regarding outstanding balances and payment options.
- Resolved billing discrepancies by reviewing account details and coordinating with departments.
- Processed payments and recorded transactions in the medical billing system.
- Assisted in collections by following up on overdue accounts through calls and emails.
- Educated patients on their financial responsibilities and available payment plans.
- Maintained confidential patient records in compliance with HIPAA regulations.
Education
High School Diploma -
FLVS ( Florida Virtual Schools)
05-2022
Skills
- Medical billing
- HR management
- Communication strategies
- Attention to detail
- Problem solving
- Team collaboration
- Conflict resolution
- Employee onboarding
- Customer relationship management
- Customer complaint resolution
- Time management
- Organizational skills
- Process improvement
- Coordination
- De-escalation techniques
- Researching
- Scheduling
- Payment processing
- High-energy attitude
- Hospitality and accommodation
- Positive and professional
- Problem-solving
- Technical support
- Call center operations
- Calm demeanor
- Negotiation strategies
- Inbound and outbound calling
- Complaint resolution
- Problem resolution
- Call center experience
- Grammar
- Microsoft Office Suite
- Customer support
- Relationship building
- Communication
- Customer service
- Research
Certification
Top Secret Clearance
Timeline
Customer Service Representative
Maximus
11.2025 - Current
Medical Collections Representative
MDS
04.2023 - 02.2024
Support Specialist
IT Depot LLC
01.2023 - Current
High School Diploma -
FLVS ( Florida Virtual Schools)