Destini Porchea
Buffalo
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative
A-Line Staffing Solutions- Willis Towers Watson
10.2025 - Current
- Assisted participants with understanding, enrolling in, and managing their employer-sponsored health benefits, ensuring each individual was properly signed up and informed about their specific plan design.
- Provided guidance and support on a wide range of health benefit inquiries, helping participants navigate complex plan options, coverage details, and eligibility requirements.
- Supported participants with Medicare-related questions, including plan options, enrollment processes, and coordination with existing health coverage.
- Facilitated enrollment in medical retirement benefits, ensuring compliance with employer and regulatory requirements while providing clear, personalized guidance to participants.
- Documented participant interactions and maintained accurate records to track inquiries, enrollments, and follow-up actions.
- Served as a knowledgeable resource for participants, resolving questions and concerns efficiently while promoting understanding of benefits and plan usage.
- Collaborated with internal teams and external providers to address issues, clarify plan details, and ensure participants received timely and accurate information.
Customer Service Representative
Spectrum / Spectrum Mobile
03.2024 - 04.2025
- Assisted customers with the activation of new mobile devices, ensuring seamless setup and functionality for a variety of smartphones and tablets.
- Diagnosed and troubleshot technical issues with devices, including hardware and software problems, to provide efficient resolutions and maintain high customer satisfaction.
- Processed number transfers and account updates, ensuring accurate and timely porting of customer lines with minimal service disruption.
- Created, managed, and documented support cases to track and resolve device and service-related issues, collaborating with internal teams as needed.
- Provided guidance and support to customers on device usage, software features, and account management, contributing to improved user experience.
- Maintained knowledge of current technology trends, company policies, and device features to deliver informed solutions and personalized service.
- Prioritized and managed multiple customer inquiries and cases simultaneously, demonstrating strong organizational skills and attention to detail.
- Played a key role in ensuring customer satisfaction by delivering professional, patient, and solution-oriented support during all interactions.
Data Entry Clerk
Randstad- Citigroup
08.2023 - 01.2024
- Input information from hand-written documents into a computer database.
- Verifying the accuracy of data before it is entered.
- Comparing data with source documents, or re-entering data in verification format to detect errors.
- Locating and correcting data entry errors, or reporting them to supervisors.
Customer Service Representative
Kelly Services- Willis Towers Watson
06.2022 - 12.2023
- Addressed customers courteously using suitable methods and problem-solving skills.
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Provided account information to customers and explained bill service policies and customer rights.
- Maintained logs and documentation to detail key information regarding incoming and outgoing calls.
- Remained open to feedback from supervisor and peers to build and improve skills set.
- Updated and maintained database with accurate customer information and timely data entry.
- Investigated and researched issues to determine root causes and appropriate resolution methods.
- Developed and maintained working knowledge of internal policies, procedures and services to appropriately address customer issues.
Customer Happiness Engineer
HiOperator
10.2021 - 03.2022
- Investigated disputed transactions and fraud claims for Chime customers.
- Determined claim outcomes by reviewing evidence and transaction details.
- Used multiple systems and software applications, including inspector, Admin, and Visa platforms.
- Documented findings accurately while meeting productivity and quality standards.
- Worked efficiently on a laptop in a fast-paced, detail environment.
- Followed company procedures and compliance guidelines when handling sensitive information.
Backroom Associate
Burlington Stores
10.2020 - 12.2020
- Hung and organized clothing according to store standards.
- Maintained orderly racks and sales floor appearance.
- Assisted with restocking merchandise as needed.
Sales Associate
The TJX Companies, Inc.
11.2019 - 03.2020
- Hung and organized clothing according to store standards.
- Worked the fitting rooms, assisting customers and maintaining organization.
- Operated cash register accurately for purchases and returns.
- Restocked, organized, and straightened merchandise throughout the store.
- Assisted with inventory and stocking tasks.
- Maintained a clean sales floor by collecting trash and keeping work areas tidy.
- Provided helpful customer service and answered customer questions.
Crew Member
Burger King
05.2019 - 07.2019
- Operated drive-thru efficiently while providing friendly customer service.
- Handled cash and card transactions accurately.
- Took customer orders and answered questions about menu items.
- Maintained cleanliness of lobby, restrooms, and work areas.
- Followed food safety and sanitation standards.
- Completed on-the-job training and followed company procedures.
- Worked as part of a team to ensure fast and accurate service.
Store Associate/Cashier
SEARS HOLDING CORPORATION, KMART DIVISION
08.2017 - 12.2018
- Operated cash registers accurately while handling cash, card, and return transactions.
- Provided friendly customer service by answering questions and assisting customers in locating merchandise.
- Processed returns and restocked merchandise throughout the store.
- Worked behind the jewelry counter, assisting customers and handling items with care.
- Maintained store appearance by straightening shelves, organizing displays, and keeping work areas clean.
- Assisted with inventory tasks, including stocking and organizing merchandise.
- Collected trash and ensured a clean, safe shopping environment.
Education
Early Childhood Education - Some College
Erie Community College
Buffalo, NY01.2026
Psychology - Some College
Niagara County Community College
Sanborn, NY05.2020
High school diploma - undefined
Emerson School Of Hospitality
Buffalo, NY06.2019
Skills
- Customer support
- Research
- Technical Support
- Data Entry
- Merchandising
- Communication skills
- Organizational skills
- Typing
- Troubleshooting
Certification
Driver's License, 2021-07-01, 2033-07-01
Personal Information
Driving License: Driver's License
Timeline
Customer Service Representative
A-Line Staffing Solutions- Willis Towers Watson
10.2025 - Current
Customer Service Representative
Spectrum / Spectrum Mobile
03.2024 - 04.2025
Data Entry Clerk
Randstad- Citigroup
08.2023 - 01.2024
Customer Service Representative
Kelly Services- Willis Towers Watson
06.2022 - 12.2023
Customer Happiness Engineer
HiOperator
10.2021 - 03.2022
Backroom Associate
Burlington Stores
10.2020 - 12.2020
Sales Associate
The TJX Companies, Inc.
11.2019 - 03.2020
Crew Member
Burger King
05.2019 - 07.2019
Store Associate/Cashier
SEARS HOLDING CORPORATION, KMART DIVISION
08.2017 - 12.2018
Early Childhood Education - Some College
Erie Community College
Psychology - Some College
Niagara County Community College
High school diploma - undefined
Emerson School Of Hospitality