Destiny Thompson
Elizabeth city,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Strategic Solutions Mgt
Norfolk Va
08.2023 - 05.2024
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Medical Assistant Lead
Sentara Princess Anne Hospital
Virginia Beach, VA
10.2021 - 09.2022
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Medical Assistant
Complete Women's Care
Virginia Beach, VA
04.2021 - 10.2021
- Obtain vital including manual BP, weight, and temperature
- Assist Providers with Procedures as in Colposcopy’s, Leep’s, Endometrial Ablation’s, and other routine gyn
- Perform Blood draws according to providers orders
- Give various injections including vaccines and birth control
- Triage patients, enter data in Athena, and electronically send orders to the pharmacy and other practices.
Medical Assistant
Eastern Virginia Medical School
Norfolk, VA
12.2020 - 04.2021
- Triage patients arriving to appointments
- Obtain Vitals as in Fetal Heart tones, Bp, and weight
- Chaperon during minor sugeries and procedures
- Prepare lab forms
- QA patients charts prior to their appointment.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
Medical Assistant
Sentara
Virginia Beach, VA
05.2019 - 06.2020
- Take patient blood pressure/vitals
- Give injections
- Schedule appointments
- Take calls and route them to the provider
- Perform CLIA waived test like flu, strep, RSV, and Mono
- Perform Hearing and vision screening for yearly physicals.
Nursing Care Partner
Sentara Norfolk General Hospital
Norfolk
03.2018 - 05.2019
- Assessed patients' temperature, pulse, and blood pressure and recorded in electronic medical records.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Reviewed patient history to verify conditions and current medications.
- Responded to patient requests with appropriate clinical and personal assistance.
Education
ITIL 4 Foundations - Information Technology
Simplilearn
03.2024
Associates - Medical Assisting
Fortis College
Norfolk, VA10.2017
Advanced studies High school Diploma -
First Colonial High School
06.2016
Skills
- Technical aptitude and knowledge
- Change Management
- Patience and empathy
- ITIL service management
- ITIL service operations
- ITIL service designs
- ITIL service strategies
- ITIL process implementation
- Excellent problem solving skills; strong thinking process with the ability to apply creative solutions
- Thrives in a highly collaborative environment with a strong commitment to operational excellence
- Excellent communication skills with the ability to interact with a variety of teams in a multicultural environment
- Leadership abilities with strong team building
- Strong organizational skills
- Time Management
- Issue Resolution
- Hardware Repair
- Remote System Analysis
- Application support
- Security Protocols
- Operating systems knowledge
- Data Processing
- Network Infrastructure Monitoring
- Remote Support
- System Administration
- Help Desk Software
- IT Documentation
- IT Service Management (ITSM) Oversight
- Incident Management
- Support Ticket System Management
- LAN/WAN
- Customer service expert
- Customer Communication and Empathy
- Interpersonal Skills
- Microsoft Windows and Office
- Cybersecurity best practices
- Project Leadership
- Business Analysis
- IT Governance
- ITIL Expertise
- Disaster Recovery
- Call center experience
- Customer satisfaction measurement
- Customer Relationship Management (CRM)
Certification
- ITIL 4 foundations, 03/01/24
- NHA CCMA, 10/01/23-10/01/25
- BLS, 02/01/20-02/01/22
Timeline
Help Desk Technician
Strategic Solutions Mgt
08.2023 - 05.2024
Medical Assistant Lead
Sentara Princess Anne Hospital
10.2021 - 09.2022
Medical Assistant
Complete Women's Care
04.2021 - 10.2021
Medical Assistant
Eastern Virginia Medical School
12.2020 - 04.2021
Medical Assistant
Sentara
05.2019 - 06.2020
Nursing Care Partner
Sentara Norfolk General Hospital
03.2018 - 05.2019
ITIL 4 Foundations - Information Technology
Simplilearn
Associates - Medical Assisting
Fortis College
Advanced studies High school Diploma -
First Colonial High School