Destiny Fields
Wilmington,DE
Summary
Highly empathetic Customer Service Professional with 3+ years of experience in high-volume, regulated call center environments. Proven ability to serve as a critical first point of contact, adept at complex problem resolution, and maintaining strict regulatory compliance through accurate, real-time documentation. Dedicated to a patient-focused approach and prepared to excel in a remote setting by assisting with scheduling, insurance inquiries, and enhancing customer satisfaction.
Overview
5
5
years of professional experience
Work History
Collections Specialist
Sallie Mae
12.2024 - 01.2025
- Served as a primary point of contact for high-volume inbound and outbound calls, consistently demonstrating empathy and efficient problem-solving to resolve complex financial accounts.
- Delivered high-quality customer service by facilitating payment arrangements and offering personalized repayment solutions, effectively coordinating a path to compliance and resolution.
- Maintained accurate, real-time documentation of all customer interactions, including communication records and plan details, ensuring strict adherence to compliance protocols and data integrity.
Airport Passenger Service Agent
Prime Flight
04.2024 - 06.2024
- Resolved traveler concerns promptly and effectively, maintaining professionalism and composure in high-stress situations while building immediate customer trust.
- Facilitated efficient check-in and boarding processes, providing special accommodations to passengers with diverse needs, demonstrating exceptional care and attention.
- Ensured strict compliance with airline and TSA regulations, contributing directly to improved passenger satisfaction metrics.
Sales Associate / Stock Clerk
Rainbow
04.2024 - Current
- Enhanced customer loyalty and satisfaction ratings by proactively identifying specific customer needs and providing personalized service and tailored solutions.
- Maintained exceptional accuracy and detail while handling high-volume daily transactions and processing sensitive operational data.
- Supported operational efficiency through disciplined inventory tracking and organized product flow, ensuring immediate access to necessary resources.
ECE Substitute Assistant Teacher
Teacher’s On Call
02.2023 - 02.2024
- Assisted in lesson preparation and contributed to tracking student progress and daily documentation, ensuring accurate and timely records.
- Supported classroom instruction for early learners, fostering an engaging and supportive learning environment, and prioritizing student safety and engagement.
Food Service Manager
Noodles & Company
03.2021 - 09.2021
- Managed daily operational flow, including scheduling team members to ensure continuous service quality and coverage during peak volume periods.
- Ensured a consistent, high-quality customer experience by implementing and upholding rigorous training and quality control standards.
- Improved team efficiency and customer service through effective coaching, training, and streamlined operational oversight.
Education
High School Diploma - General Education
Milwaukee Job Corps
Milwaukee, WI05.2013
Skills
- Customer Care & Empathy: Patient-Focused Approach, Conflict Resolution, Active Listening, Customer Trust & Confidence Building
- Call Center & Documentation: High-Volume Call Handling, Real-Time Record Management, Regulatory Compliance, Appointment Scheduling Support, Microsoft Office (Outlook, Word, Excel)
- Communication & Professionalism: Verbal and Written Communication, Adaptability, Independent Decision-Making
Timeline
Collections Specialist
Sallie Mae
12.2024 - 01.2025
Airport Passenger Service Agent
Prime Flight
04.2024 - 06.2024
Sales Associate / Stock Clerk
Rainbow
04.2024 - Current
ECE Substitute Assistant Teacher
Teacher’s On Call
02.2023 - 02.2024
Food Service Manager
Noodles & Company
03.2021 - 09.2021
High School Diploma - General Education
Milwaukee Job Corps