Destiny Crosby

• Manage inbound customer interactions involving auto insurance policies, coverage, billing, rates, and policy changes.
• Analyze customer accounts and policy information to identify appropriate solutions and resolve complex service issues.
• Explain insurance products, policy changes, rates, and coverage options in a clear compliant manner.
• Process policy transactions and maintain accurate customer documentation in accordance with company procedures and regulatory requirements.
• Identify opportunities to improve the customer experience while balancing service quality, accuracy, and operational efficiency.
• Apply strong problem-solving and communication skills in a high-volume, performance-driven environment.

Handle an average of 50+ calls per day while maintaining an 80% and above in quality metric scores.

• Maintained confidential resident records and documentation while ensuring compliance with organizational policies.
• Supported resident engagement initiatives and coordinated community-building activities.
• Responded to resident concerns and inquiries using effective communication and conflict-resolution skills.
• Participated in training related to crisis management, conflict resolution, and organizational procedures.
• Maintained accurate records and documentation to support daily operations.

• Led and independently managed daily operations of the testing center, overseeing scheduling, staffing, candidate check-in, testing procedures, and administrative responsibilities.
• Coordinated and scheduled testing appointments while maintaining accurate candidate records, testing materials, and equipment inventory.
• Provided technical assistance and troubleshooting support for candidates using testing software and equipment.
• Trained and effectively onboarded newly hired Test Center Administrators, providing instruction on testing procedures. company policies, software, security protocols, and daily daily office operations.
• Maintained confidentiality and security of testing materials and candidate information in accordance with company standards.
• Executed standardized 1–9 verification procedures while maintaining compliance with testing and security requirements. Responded to candidate inquires and resolved issues efficiently to ensure a smooth testing experience.
• Ensured compliance with testing procedures, security requirements, and operational policies.

• Administered employee benefit programs including medical, dental, vision, life insurance, disability, and 401(k) plans.
• Assisted employees with benefit eligibility, enrollment, claims questions, plan changes, and coverage inquiries.
• Processed leave-of-absence and disability-related documentation while maintaining confidentiality of employee information.
• Supported annual open enrollment activities and distributed benefits communications and enrollment materials.
• Reviewed employee benefit allocations, billing, and employee enrollment.
• Provided employees with clear explanations of benefit options, eligibility requirements and plan procedures.