Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Destiny Santos

La Vernia

Summary

Encouraging representative and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

8
8
years of professional experience

Work History

Representative

Primerica
01.2025 - Current
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Learned and followed all organizational policies and procedures to maintain safe and professional working environments.

Contact Center Representative

All Web Leads
05.2024 - 12.2025
  • Connect consumers looking for insurance products with licensed insurance agents.
  • Delivered prompt service to prioritize customer needs.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Call Center Representative

Texas Health and Human Services Commission
10.2023 - 05.2024
  • Company Overview: manages programs that help families with food, health care, safety, and disaster services including the Women, Infants, and Children (WIC), Children's Medicaid, and Supplemental Nutritional Assistance (SNAP) programs.
  • Handled a high volume of inbound customer calls
  • Provided excellent customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
  • Collaborated with cross-functional teams to escalate complex issues and ensure prompt resolution for customers
  • Developed rapport with customers by actively listening to their concerns and providing empathetic responses
  • Maintained confidentiality of sensitive customer information according to established data protection guidelines
  • Manages programs that help families with food, health care, safety, and disaster services including the Women, Infants, and Children (WIC), Children's Medicaid, and Supplemental Nutritional Assistance (SNAP) programs.

Call Center Representative

National Debt Relief
01.2023 - 10.2023
  • Assisted individuals who are interested in pursuing debt settlement as an alternative to bankruptcy
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Created and maintained detailed database to develop promotional sales.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Front Desk Receptionist

Best Western Plus Sure Stay
11.2021 - 01.2023
  • Be of service to guest by greeting, welcoming, assisting them with check-in/check-out and helping with administrative tasks at the front desk.
  • Respond to all guest questions and requests.
  • Manage guest bookings and reservations.

Sales Representative

The Total Source
01.2020 - 07.2020
  • Worked closely and manage relationships with customers, serving as the key point of contact, from initial lead outreach to help meet their needs when a purchase is ultimately being made.
  • Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.

Technical Support Specialist/Sales Rep

SearsHC Call Center
03.2018 - 12.2019
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Documented support interactions for future reference.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Education

John Jay Science and Engineering Academy
San Antonio, Texas
07.2014

Skills

  • Professional phone communication
  • Proficient in Microsoft Word
  • Clear communication
  • Constructive feedback
  • Self-sufficient
  • Independent problem solver
  • Prioritization and scheduling
  • Office management skills
  • Customer service expertise
  • Administrative experience
  • Proficient in Microsoft PowerPoint
  • Strong organizational abilities
  • Night audit management
  • Proficient in computer applications
  • Excel proficiency
  • Proficient in Microsoft Outlook
  • Detail-oriented data management
  • Market intelligence

Languages

English

Timeline

Representative

Primerica
01.2025 - Current

Contact Center Representative

All Web Leads
05.2024 - 12.2025

Call Center Representative

Texas Health and Human Services Commission
10.2023 - 05.2024

Call Center Representative

National Debt Relief
01.2023 - 10.2023

Front Desk Receptionist

Best Western Plus Sure Stay
11.2021 - 01.2023

Sales Representative

The Total Source
01.2020 - 07.2020

Technical Support Specialist/Sales Rep

SearsHC Call Center
03.2018 - 12.2019

John Jay Science and Engineering Academy

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