Destiny Jusino
Mount Prospect,IL
Summary
Detail-oriented Customer Service Professional with over 5 years in high-volume call centers and account management. Manages 80-120 daily interactions, ensuring compliance and exceptional customer satisfaction. Bilingual in English and Spanish, skilled in resolving complex issues and fostering strong client relationships.
Overview
8
8
years of professional experience
Work History
Account Management Specialist / Facility Specialist
Otter Self Storage
Rosemont, IL
02.2022 - Current
- Handled 50–100+ daily customer interactions, providing efficient and professional support to enhance customer experience
- Proactively followed up on customer inquiries, reducing response time and increasing customer satisfaction
- Verify sensitive account information to ensure compliance and data security
- Manage tenant accounts, payments, and service requests across multiple platforms
- Monitor facility security systems and control access to ensure safety
- Oversaw maintenance workflows and coordinated with vendors to ensure seamless operations
- Respond to urgent situations, including coordinating with emergency services
IDES Fraud Specialist
Insight Global
Chicago, IL
07.2020 - 05.2021
- Investigated and resolved fraudulent cases with accuracy and confidentiality
- Handled 80–100 daily calls regarding fraud claims and unemployment assistance, ensuring accurate information delivery
- Guided clients through complex claim processes, enhancing resolution outcomes
- Documented sensitive customer data meticulously to support fraud investigations
Call Center Representative
Addison Group
Chicago, IL
01.2020 - 05.2020
- Managed 100+ daily calls in fast-paced healthcare environment to address patient inquiries and concerns
- Coordinated scheduling, communicated with providers, and supported patients to enhance care continuity
- Processed prescription requests and facilitated timely follow-up to ensure patient medication adherence
Call Center Representative
Advanced Resources
Chicago, IL
05.2019 - 11.2019
- Provided high-volume customer support and coordinated appointments to enhance patient access
- Facilitated patient communication and maintained system documentation using Epic for accurate record-keeping
- Managed incoming calls and provided accurate information to customers.
- Resolved customer inquiries and complaints with professionalism and empathy.
- Documented customer interactions using company-specific software systems.
Customer Service Representative / Agent
C Insurance
Palatine, IL
08.2018 - 05.2019
- Strengthened client relationships through proactive communication to enhance customer satisfaction
- Processed payments and updated accounts to ensure accurate customer records
- Provided insurance guidance and issued personal/commercial policies
Education
GED -
Wright College
Skills
- Account Management
- Client Relations
- Customer Experience
- Risk Management
- Compliance Standards
- Data Management
- Operational Support
- CRM & System Navigation
- Facility Management
- Bilingual Communication
- Collaborative Tools
- Multitasking skills
- Problem-solving
- Conflict Resolution
- Fast-paced environments
Languages
- Spanish
- English, Bilingual
- Spanish, Bilingual
Additional - Highlights
- Strong multitasking and problem-solving abilities
- Proven ability to exceed performance expectations in fast-paced environments
Timeline
Account Management Specialist / Facility Specialist
Otter Self Storage
02.2022 - Current
IDES Fraud Specialist
Insight Global
07.2020 - 05.2021
Call Center Representative
Addison Group
01.2020 - 05.2020
Call Center Representative
Advanced Resources
05.2019 - 11.2019
Customer Service Representative / Agent
C Insurance
08.2018 - 05.2019
GED -
Wright College