DESTINY CASTILLO
Biloxi,MS
Summary
Assisted customers in resolving issues in high-volume settings. Supported team members in enhancing service quality through effective communication. Contributed to process improvements by collaborating with colleagues and utilizing data insights.
Overview
6
6
years of professional experience
Work History
Receptionist
Family Health Center
09.2025 - 01.2026
- Managed patient scheduling and appointment confirmations to enhance clinic efficiency.
- Maintained accurate patient records using electronic health record systems to ensure data integrity.
- Assisted patients with insurance inquiries, providing clear information on coverage and services.
- Coordinated communication between medical staff and patients to streamline clinic operations.
Patient Access Representative
Concentrix
12.2023 - 06.2025
- Served as the first point of contact for client inquiries, resolving account and service-related issues with accuracy and professionalism.
- Managed appointment scheduling, account updates, and verification processes with a focus on efficiency and customer satisfaction.
- Utilized multiple systems to update customer records while ensuring error-free data entry.
- Coordinated with healthcare teams to ensure accurate patient data collection, leading to enhanced care delivery and patient satisfaction.
- Enhanced patient experience by actively listening to concerns and providing tailored solutions, fostering trust and satisfaction.
- Remote
Customer Service Team Lead
Alorica
11.2022 - 12.2023
- Facilitated team training sessions to enhance service skills, resulting in noticeable improvements in customer satisfaction scores.
- Monitored team performance metrics, identifying trends that led to targeted coaching and marked gains in productivity.
- Mentored new hires, fostering a positive team culture and ensuring a smooth onboarding experience for all.
- Cultivated a collaborative environment by leading regular team meetings, enhancing communication and ensuring alignment on service goals.
- Led daily team huddles to align on goals, improving team cohesion and driving a shared commitment to exceptional customer service.
- Remote
Customer Service Specialist
Teleperformance
02.2020 - 11.2022
- Provided exceptional customer support, resolving inquiries promptly and enhancing client satisfaction through effective problem-solving.
- Analyzed customer interaction data to identify trends, enabling targeted training initiatives that improved team performance and service quality.
- Partnered with cross-functional teams to streamline processes, resulting in reduced response times and a more efficient service workflow.
- Evaluated customer feedback to identify service gaps, leading to targeted improvements and noticeable gains in client retention.
- Fostered relationships with internal teams to align on customer needs, streamlining communication and ensuring timely issue resolution.
- Maintained accurate records of customer interactions, contributing to data-driven decisions that improved service delivery.
- Remote
Education
Diploma - undefined
Heidelberg High School
Heidelberg, MS05.2019
Skills
Facilitated conflict resolution processes to enhance team collaboration
Demonstrated expertise in utilizing advanced technical tools and software
Cultivated customer engagement strategies to enhance brand loyalty
Supported teams in maintaining high standards of service quality Assisted in identifying areas for improvement in customer interactions Contributed to the development of training materials for service excellence
Executed strategic problem-solving initiatives to enhance operational efficiency
Executed quality assurance protocols to ensure product reliability and compliance
Facilitated effective client communication to enhance relationship management
Demonstrated flexibility in responding to changing circumstances and priorities
Executed accurate data entry processes to ensure information integrity
Implemented strategies to enhance customer retention and loyalty
Assisted teams in completing projects by fostering open communication and collaboration Supported team members in achieving shared goals through effective coordination Contributed to a positive team environment by encouraging participation and idea sharing
Developed comprehensive process documentation to enhance operational efficiency
Demonstrated effective communication skills to facilitate collaboration and information exchange
Timeline
Receptionist
Family Health Center
09.2025 - 01.2026
Patient Access Representative
Concentrix
12.2023 - 06.2025
Customer Service Team Lead
Alorica
11.2022 - 12.2023
Customer Service Specialist
Teleperformance
02.2020 - 11.2022
Diploma - undefined
Heidelberg High School