Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Destiny Paul

Irving,TX

Summary

Dedicated Customer Service Professional with 9+ years of experience in call center, claims, and patient services. Proven track record of handling high-volume inbound/outbound calls, resolving complex inquiries, and delivering empathetic, solutions-focused support. Skilled in de-escalation, cross-team collaboration, and achieving performance metrics. Recognized for excellent communication, strong problem-solving, and maintaining a professional, customer-first demeanor.

Overview

11
11
years of professional experience

Work History

Patient Advocate

McKesson
05.2023 - Current
  • Manage high-volume inbound patient calls with professionalism and accuracy.
  • Verify insurance details, process patient registration, and schedule appointments efficiently.
  • Maintain accurate electronic records, ensuring compliance with HIPAA and healthcare regulations.
  • Deliver empathetic service, answering patient questions and resolving concerns in a timely manner.

Auto Claims Representative

State Farm
04.2019 - 05.2023
  • Handled 50+ daily inbound calls to assist customers in filing and tracking auto claims.
  • Conducted telephonic investigations, collected incident details, and analyzed liability.
  • Delivered claim resolutions in compliance with state laws and company policy.
  • Consistently met performance metrics for call handling time, accuracy, and customer satisfaction.

Sales Manager

Sprint
03.2015 - 04.2019
  • Supervised and coached a team of 12 associates in a fast-paced call and retail environment.
  • Developed sales and customer engagement strategies that increased customer retention by 20%.
  • Resolved escalated customer concerns, achieving a 95% satisfaction rate.
  • Conducted performance evaluations and implemented training plans to improve team results.

Education

Associate of Science - Early Childhood Education

Post University
Waterbury, CT
04-2026

Skills

  • Call Center Operations & Inbound/Outbound Support
  • Conflict Resolution & De-escalation
  • Claims & Case Management
  • CRM & Data Entry Accuracy
  • Customer Education & Advocacy
  • Performance Goal Achievement
  • Team Training & Leadership
  • Multitasking & Time Management

Accomplishments

  • Consistently exceeded call quality and resolution metrics across multiple roles.
  • Recognized for maintaining calm and professionalism in high-stress, escalated customer interactions.
  • Trained and mentored new hires, improving onboarding efficiency and team performance.

Timeline

Patient Advocate

McKesson
05.2023 - Current

Auto Claims Representative

State Farm
04.2019 - 05.2023

Sales Manager

Sprint
03.2015 - 04.2019

Associate of Science - Early Childhood Education

Post University

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