Summary
Overview
Work History
Education
Skills
Timeline
Generic

Destinee Brown

Ennis

Summary

Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions. Confident communicator recognized for consistently receiving excellent customer feedback.

Overview

9
9
years of professional experience

Work History

Technical Support Representative

Transcom USA
Ennis
03.2025 - Current
  • Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
  • Identified potential areas for improvement in existing products or services.
  • Performed regular maintenance checks on customers' systems.
  • Assisted customers with installation of new hardware and software applications.
  • Conducted diagnostic testing to identify software or hardware issues and provided appropriate solutions.
  • Provided remote assistance using remote access tools such as TeamViewer and LogMeIn.
  • Maintained records of customer interactions and transactions within the database systems.
  • Resolved customer issues through troubleshooting techniques and escalated unresolved problems to senior technicians.
  • Attended training sessions regularly to stay updated on latest product developments from Apple.

Benefits Verification Specialist

ContinuumGlobal
04.2023 - 07.2024
  • Processed and tracked patient benefit claims according to established procedures.
  • Performed follow-up calls to verify that insurance companies received requests for authorization of services.
  • Adhered to HIPAA regulations when handling confidential patient information.
  • Reviewed and verified the eligibility of patients for benefits coverage.
  • Initiated contact with insurance companies as necessary to obtain additional information needed for verification purposes.
  • Analyzed customer accounts to determine if they met the requirements for specific benefits packages.
  • Maintained accurate records of all verification activities in a timely manner.
  • Identified trends in denied claims by analyzing denied claim data from multiple sources.
  • Conducted quality assurance checks on completed work prior to submitting it back out.
  • Attended training sessions on new policies or procedures related to benefit verifications.

Shift Leader

Jack in the Box
Ennis
10.2016 - 05.2023
  • Held team members accountable during shift by effectively coaching to improve performance
  • Managed daily operations of the shift, including scheduling staff members, delegating tasks, and resolving customer complaints
  • Supervised food production and preparation, promoting consistency with established recipes and procedures
  • Assisted customers with inquiries, orders and complaints in a timely manner.
  • Counted cash on hand at shift change and closing to determine shortages or overages and prepare bank deposit statements.
  • Supervised and led employees to maintain productivity and customer service levels.
  • Handled escalated customer concerns and emergencies in absence of manager or supervisor.
  • Delegated tasks to employees and monitored activities and task completion.
  • Checked orders for quality and completeness.
  • Educated customers about offerings, promotions and pricing to boost sales.
  • Coached team members to increase productivity and reduce workplace accidents.
  • Mentored and coached staff by giving employees suggestions and feedback to improve job performance.
  • Complied with company safety procedures, policies and regulations to promote safe working environment.
  • Upheld company standards and compliance requirements for operations.

Taco Bell Shift Manager

Taco Bell
Ennis
09.2022 - 04.2023
  • Managed store closing and opening procedures to ensure safety and security
  • Created successful shift plans, adjusting team member line-up to achieve shift efficiency
  • Assisted in the development of new products or services in order to increase customer satisfaction.
  • Managed daily cash intake by counting out registers and tabulating profits.
  • Helped employees accomplish tasks during peak periods.
  • Communicated with other shift managers to facilitate continuum of customer service.
  • Upheld company standards and compliance requirements for operations.
  • Coached employees on interactions with customers to drive exceptional service.
  • Positioned skilled staff in key areas throughout shift to optimize department productivity.
  • Directed and led employees and team members on effective operations, methods and procedures.
  • Reported employee behavioral issues, losses and customer complaints to upper-level management.
  • Reinforced rules to promote superior employee performance.
  • Taught staff upselling techniques to meet revenue targets.

Customer Service Representative

TTEC
Ennis
01.2019 - 02.2025
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Responded to telephone inquiries and complaints following standard operating procedures
  • Maintained an updated knowledge base of current products, services, pricing, promotions
  • Resolved customer complaints promptly and efficiently
  • Met daily customer service quotas with a focus on quality.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Handled customer service issues by providing guidance or escalating for advanced support.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Served as first point of contact for incoming technical service calls and emails.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Demonstrated advanced product knowledge to solve customer issues.
  • Supported customers with online billing, access and account issues.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.

Education

High school diploma -

Ennis High School
Ennis, TX
06.2015

Skills

  • Customer service (8 years)
  • Active Listening
  • Leadership
  • Call center operations (2 years)
  • Customer relationship management
  • Microsoft Word
  • Typing Proficiency
  • Supervising experience
  • Time management
  • Certifications and Licenses
  • Management Certification
  • ServSafe
  • Product Troubleshooting
  • Technical Support
  • Technical Troubleshooting
  • Insurance knowledge
  • Benefits Explanation
  • Healthcare regulations
  • Documentation And Reporting
  • Relationship Building
  • Data entry
  • HIPAA compliance
  • Claim processing
  • Quality assurance
  • Conflict resolution
  • Typing manuscripts
  • Payment processing
  • Collections management
  • Claims processing
  • Benefits verification

Timeline

Technical Support Representative

Transcom USA
03.2025 - Current

Benefits Verification Specialist

ContinuumGlobal
04.2023 - 07.2024

Taco Bell Shift Manager

Taco Bell
09.2022 - 04.2023

Customer Service Representative

TTEC
01.2019 - 02.2025

Shift Leader

Jack in the Box
10.2016 - 05.2023

High school diploma -

Ennis High School

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