Destynee Thornton
Seffner,FL
Summary
Passionate and hardworking Customer Service Agent with seven years of experience and four years of management with a background in digital products and marketing. Specialties include productions, auditing, and training.
Overview
7
7
years of professional experience
Work History
Escalation Specialist
Wipro Health Plan Services
12.2020 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Effectively train new hires and seasoned team members on new policies and guidelines.
- meeting metrics with quality and adherence of 95% and above.
- Processing premium payments and policy reinstatements.
- Following HIPPA to help protect clients PHI and PII.
Customer Service Representative
Maximus
08.2020 - 12.2020
- Swiftly worked in high call volume queues to assist clients with their health insurance inquiries such as; new enrollments, enrolment updates, premium changes, income changes, broker updates, tax forms and more.
- Successfully meeting metrics for quality, adherence and average handle times.
- Provided a pleasant and empathetic experience for all clients.
- Followed HIPPA to ensure the safety of clients PHI and PII.
Student Loan Specialist
Wipro
01.2020 - 07.2020
- Provided exceptional customer service, addressing borrower inquiries and concerns promptly and professionally.
- Managed a portfolio of borrower accounts, ensuring accuracy and up-to-date information.
- Guided borrowers through forbearance or deferment processes when necessary, providing support during challenging times.
- Improved student loan processing efficiency by streamlining application reviews and implementing best practices.
- Assisted borrowers in selecting suitable repayment plans for their financial situations, enhancing customer satisfaction.
- Assistance in online profiles and website navigation.
- Followed HIPPA to ensure the protections of borrowers PHI and PII.
Assistant Manager
Caspers Company McDonalds
10.2017 - 01.2020
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, promoting a positive work environment.
- Monitored cash flow and deposit records, increasing accuracy, and reducing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints punctually.
- Meeting YTD sales
- Overseeing shift development and scheduling.
Education
No Degree - Science in Nursing AS
Hillsborough Community College
BrandonHigh School Diploma -
Spoto High School
Riverview, FL06.2017
Skills
- Complaint Handling
- De-Escalation Techniques
- Assertiveness
- Goal Setting and Achievement
- Microsoft Office 365
- Team Building
- Scheduling
- CMS
- Next Generation Sequencing
- Project Management
- Inventory Management
- Type 43 WPM or 200-210 CPM
Community involvement, learning languages, fine arts.
I'm active in ministry which allows me to outreach to rehab facilities as well as participate in "Adopt A Highway" program which entails cleaning our highways and neighborhoods. Learning foreign languages along with ASL is imperative for personal and professional growth which sanctions for future opportunities. Last but not least fine arts is something I thoroughly enjoy. I have a musical back ground and have joined many fine art programs in high school such as; guitar, choir, gospel, Glee, ballet/contemporary dance and 3-D arts.
Timeline
Escalation Specialist
Wipro Health Plan Services
12.2020 - Current
Customer Service Representative
Maximus
08.2020 - 12.2020
Student Loan Specialist
Wipro
01.2020 - 07.2020
Assistant Manager
Caspers Company McDonalds
10.2017 - 01.2020
No Degree - Science in Nursing AS
Hillsborough Community College
High School Diploma -
Spoto High School
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