Destiny Burton
Killeen,TX
Summary
Customer service representative with over a decade of experience in optimizing customer interactions and administrative processes. Expert in Medicaid and benefits administration, with a proven track record in quality assurance and process optimization. Passionate about enhancing customer satisfaction through innovative problem-solving and effective use of CRM systems.
Overview
11
11
years of professional experience
Work History
Customer Service Receptionist
Aspiraconnect
2025.08 - Current
- Managed front desk operations, ensuring smooth check-in and check-out processes for guests.
- Responded to customer inquiries, providing accurate information and resolving issues promptly.
- Maintained organized filing systems for client records and appointment schedules.
- Implemented customer feedback mechanisms to enhance service quality and satisfaction.
- Developed standard operating procedures for efficient handling of guest requests and complaints.
- Contributed to team success by providing backup support to colleagues during peak periods or absences.
- Assisted customers with appointment scheduling, ensuring optimal time management and resource allocation.
- Resolved complex situations calmly, demonstrating professionalism under pressure while maintaining customer focus.
- Developed strong rapport with clients through active listening and empathetic communication skills.
- Managed sensitive information with discretion, ensuring client confidentiality at all times.
- Educated customers about billing, payment processing and support policies and procedures.
- Managed a high productivity environment answering 50 plus calls a day
Benefit authorization specialist
Continuum
2024.08 - 2025.08
- Processed patient authorization requests efficiently, ensuring compliance with regulatory requirements.
- Collaborated with healthcare providers to gather necessary documentation for timely approvals.
- Reviewed and analyzed insurance policies to determine eligibility for services rendered.
- Monitored authorization workflows, identifying areas for process improvement and efficiency gains.
- Managed discrepancies in authorization requests by coordinating follow-up actions with relevant stakeholders.
- Called out to insurance plans and customers for verification providing 8+ claims processed and paid in a day.
Enrollment Broker
Maximus
2023.06 - 2024.07
- Verifying patient insurance coverage and eligibility.
- Obtaining pre-authorizations and referrals.
- Communicating with insurance companies and providers.
- Resolving claims denials and appeals.
- Maintaining a working knowledge of insurance policies and regulations.
- Providing financial assistance to patients.
- Payment processing.
- Provided detailed information to customers about available health care options.
- Prepared reports summarizing enrollment activities and data collected.
- Remained current on latest industry trends by gaining comprehensive knowledge of financial and insurance products, services and best practices.
- Developed coordinated protection plans by calculating and quoting rates for immediate coverage action and long-term strategy implementation.
- Developed insurance policies and programs to meet customer needs.
- Performed administrative tasks such as preparing invoices, updating records.
- Processed and enrolled 20+ accounts in a day handling multiple enrollments per call.
Order Support Specialist
Majorel
2016.11 - 2023.08
- Managed order processing and fulfillment for high-volume client accounts.
- Coordinated with cross-functional teams to resolve customer inquiries and issues.
- Streamlined order tracking procedures to
- enhance accuracy and efficiency.
- Analyzed order trends to identify areas for process improvement and cost reduction.
- Implemented quality control measures to ensure compliance with service standards.
- Maintained accurate records of all orders, ensuring proper documentation for future reference.
- Delivered outstanding service by promptly addressing customer concerns via phone calls or emails throughout their entire purchasing journey.
- Conducted regular audits of ongoing orders to ensure compliance with company policies, procedures, and standard operating guidelines.
- Streamlined order processing for timely deliveries, utilizing strong organizational skills.
- Effectively managed escalated issues by finding solutions that satisfied both customers'' needs and company''s interests.
- Processed customer orders in line with established policies and procedures.
- Input order information into system and updated customer accounts to document and track customer orders.
- Communicated with customers to address order inquiries, changes and cancellations.
- Updated company tracking system with latest information.
- Generated invoices and shipping labels to properly bill and ship customer orders.
- Managed 50+ tasks per shift while maintaining emails and faxes with customers .
Senior Customer Service Representative
Employment Solution
2020.02 - 2022.11
- Assisted customers with placing orders, tracking deliveries, and resolving any issues that arose.
- Provided customer service support for online orders and inquiries.
- Researched and updated customer
- records in database system.
- Provided technical assistance to customers through online chat or telephone support.
- Created detailed reports documenting customer support incidents as well as resolutions provided.
- Assisted customers in navigating website and troubleshooting issues with products or services.
- Referred unresolved customer grievances to designated departments for further investigation.
- Compiled data from multiple sources into spreadsheets or databases for analysis.
- Developed and implemented customer service policies and procedures.
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Audited customer account information to identify issues and develop solutions.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Utilized specialized software applications related to the job role.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handling a high call volume environment answer 60+ call per shift.
Insurance Eligibility Specialist
BCBS PA
2019.01 - 2020.01
- Reviewed applications for eligibility and determined whether applicants met the criteria to receive benefits.
- Developed strategies to improve efficiency in the processing of applications and customer service delivery.
- Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
- Identified discrepancies in patient's insurance coverage or benefits, ensuring accuracy of data entered into system.
- Performed daily audits of submitted claims to ensure compliance with industry standards and regulations.
Customer Service Representative
Teleperformance
2015.06 - 2019.01
- Answered customer inquiries and provided accurate information regarding products and services.
- Processed incoming referrals for new patients, verifying insurance information and scheduling appointments accordingly
- Performed clerical tasks such as filing paperwork, entering data into computer systems and managing electronic health records.
- Maintained a high level of customer service when interacting with patients over the phone or in person.
- Organized patient charts according to established protocols to ensure accurate medical records were kept on file.
- Ensured that all necessary documents were completed correctly prior to patient's appointment date.
- Maintained a professional and proficient demeanor while meeting daily quota in high call volume environment answering 60 to 80 calls per shift.
Education
High School Diploma - undefined
Robert M Shoemaker High School
Killeen, TX06.2015
Skills
- Multitasking capacity
- Order processing
- Insurance verification
- Claims resolution
- Appointment scheduling
- Payment processing
- High-volume call handling
- Conflict resolution
- Calm and professional under pressure
Insurance
Microsoft Office
CRM
Data Entry
Problem Solving
Documentation
Quality Assurance
Process Optimization
Benefits Administration
Medicaid
Underwriting
Administrative
Call Center
Database Management
Time Management
Team Collaboration
Customer Retention
Data Analysis
Conflict Resolution
Appointment scheduling
Customer service excellence
Claims processing
Insurance verification
Conflict resolution
Data entry accuracy
Patient education
Process improvement
Documentation management
Workflow optimization
Technical support
Record keeping
Problem resolution
Team collaboration
Quality assurance
CRM software
Member support
File management
Multitasking capacity
Languages
English
Personal Information
Title: Customer service representative
Timeline
Customer Service Receptionist
Aspiraconnect
2025.08 - Current
Benefit authorization specialist
Continuum
2024.08 - 2025.08
Enrollment Broker
Maximus
2023.06 - 2024.07
Senior Customer Service Representative
Employment Solution
2020.02 - 2022.11
Insurance Eligibility Specialist
BCBS PA
2019.01 - 2020.01
Order Support Specialist
Majorel
2016.11 - 2023.08
Customer Service Representative
Teleperformance
2015.06 - 2019.01
High School Diploma - undefined
Robert M Shoemaker High School