Destiny Davis
Decatur,IL
Summary
Dynamic Contact Center Specialist with expertise in problem resolution and customer service at State Farm. Proven ability to enhance customer satisfaction through effective call handling and relationship building. Skilled in workforce management, demonstrating empathy while swiftly addressing concerns to promote a superior experience. Committed to maintaining high standards in service delivery.
Overview
7
7
years of professional experience
Work History
Contact Center Specialist
State Farm
07.2022 - Current
- Maintained up-to-date knowledge of product and service changes.
- Identified and resolved discrepancies and errors in customer accounts.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Lead Hostess
Cracker Barrell Old Country Store
04.2021 - 07.2022
- Took reservations and to-go orders by phone, answered customer questions, and informed of accurate wait times.
- Supported servers, food runners, and bussers with keeping dining area ready for every guest.
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Answered customer questions about hours, seating, and menu information.
Special Needs Caregiver
Department Human Services
03.2018 - 09.2021
- Provided personal care to maintain hygiene and prevent health problems.
- Worked with individuals with special needs to increase social skills and independence.
- Transported individuals to appointments and activities to facilitate access to healthcare and community engagement.
- Administered medication to manage symptoms and promote healing.
- Kept complete and accurate records, documenting care and patient progress.
Education
High School Diploma -
Warrensburg Latham High School
Warrensburg, IL05-2018
Skills
- Workforce management
- Call handling
- Customer service
- Script adherence
- Call center operations
- Billing coordination
- Problem resolution
- Phone etiquette
- Relationship building
- Decision-making
Accomplishments
- Achieved Associate of the Month by performing extra tasks with accuracy and efficiency.
- Achieved Lead status through effectively and consistently increasing the customer experience.
Timeline
Contact Center Specialist
State Farm
07.2022 - Current
Lead Hostess
Cracker Barrell Old Country Store
04.2021 - 07.2022
Special Needs Caregiver
Department Human Services
03.2018 - 09.2021
High School Diploma -
Warrensburg Latham High School
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