Destiny Allen

• Exceeded performance metrics for customer satisfaction and response times consistently.
• Delivered exceptional remote support to Sephora.com customers through chat, email, and phone channels.
• Provided tailored beauty recommendations based on individual customer needs and preferences.
• Assisted with online orders, returns, product inquiries, and account management tasks.
• Guided customers through website navigation, including promotions and Beauty Insider program benefits.
• Utilized CRM systems effectively for case resolution and documentation of interactions.
• Maintained awareness of industry trends and new product launches to enhance service delivery.
• Upheld Sephora's brand voice by ensuring all communications were friendly and knowledgeable.

• Dedicated and compassionate remote health insurance customer service representative with experience supporting members with benefits, claims, billing, and coverage inquiries. Skilled in using CRM platforms, Microsoft Office tools, and remote communication systems to deliver accurate information and resolve member concerns efficiently. Strong understanding of healthcare processes, HIPAA compliance, and customer advocacy. Known for problem-solving, empathy, and providing clear guidance on complex health insurance topics, I assisted patients and members with billing concerns, insurance verification, and payment processing.
• Used intermediate math skills to calculate balances, payment plans, deductibles, and adjustments.
• Documented all interactions accurately, while maintaining strict privacy and compliance protocols.
• Provided detailed explanations of coverage, benefits, and billing statements.
• Collaborated with team members and other departments to ensure efficient issue resolution.

• Experience in bookkeeping, finance, accounting, or similar roles.
• Strong attention to detail, and the ability to analyze billing statements and financial data.
• Ability to work independently in a secure, remote environment with minimal supervision. Provided remote billing support for Apple customers, resolving issues with payments, subscriptions, Apple ID charges, statements, and account discrepancies.
• Utilized Microsoft Excel to manage billing data, verify customer information, and support reporting tasks.
• Used Outlook for professional communication, scheduling, and case follow-ups.
• Managed customer interactions through Zendesk, creating tickets, documenting case details, and escalating issues when necessary.
• Explained billing policies, subscription terms, refunds, and payment troubleshooting in clear, customer-friendly language.
• Performed intermediate math calculations—percentages, ratios, and formulas—to resolve disputes or verify charges.
• Met or exceeded performance goals in accuracy, customer satisfaction, productivity, and first-contact resolution.
• Maintained confidentiality and followed all Apple privacy and security protocols.

• Delivered high-quality customer service by responding to inquiries about Sephora products and promotions.
• Provided personalized beauty guidance based on customer needs, style preferences, and skin type.
• Assisted customers with navigating Sephora.com, placing orders, processing returns, and resolving billing issues.
• Communicated professionally across all remote support channels to ensure friendly, brand-aligned service.
• Maintained current knowledge of beauty trends, product launches, and exclusive brands for accurate information.
• Troubleshot technical issues related to online accounts, website navigation, and mobile app performance.
• Documented interactions in CRM systems with accuracy and detail.
• Met or exceeded performance metrics including quality scores and customer satisfaction goals.
• Utilized CRM software tools such as Salesforce and Zendesk to manage client interactions effectively.
• Maintained accurate records of customer interactions using CRM software tools such as Salesforce or Zendesk.

• Provided phone and chat support for wireless customers, addressing billing issues and device troubleshooting.
• Resolved 50 to 70 customer interactions daily, achieving over 90% satisfaction rating.
• Guided customers through device setup, network resets, and app troubleshooting.
• Handled escalated accounts with professionalism and accuracy.

Promoted AT&T’s internet, TV, and home connectivity products to residential and business customers.

• Engaged proactively with potential customers through various sales channels.
• Assessed customer needs to recommend optimal connectivity solutions and services.
• Processed new service orders and account changes accurately in AT&T systems.