Destiny McDonald
Laurel
Summary
Dynamic customer service professional with extensive experience at Teleperformance USA, adept at resolving complex issues and enhancing client satisfaction. Skilled in insurance verification and active listening, I consistently improve service quality and streamline processes, contributing to a 20% increase in customer retention through effective communication and problem-solving strategies.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Tax Associate
TurboTax
12.2024 - 04.2025
- Reviewed and analyzed client tax returns for accuracy and compliance with federal regulations.
- Assisted clients in identifying potential deductions and credits to maximize tax savings.
- Provided guidance on tax-related questions, ensuring clear communication of complex information.
- Developed training materials to enhance team knowledge of new tax legislation and software updates.
Healthcare Customer Service Representative
TEC- United Healthcare
04.2024 - 11.2024
- Answered incoming calls in a timely manner and provided accurate information on products and services.
- Resolved customer complaints by identifying conflict, researching solutions, and providing corrective action plans.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Scheduled appointments for patients using the electronic health records system.
- Managed incoming calls from patients and other healthcare facilities to provide information or schedule services.
- Assisted in checking patient's insurance eligibility prior to their appointment.
Healthcare Customer Service Representative
PCG Consulting
07.2021 - 08.2022
- Assisted patients with inquiries regarding insurance and billing processes.
- Provided accurate information on healthcare services and procedures.
- Collaborated with medical staff to resolve patient concerns effectively.
- Documented interactions in customer management systems for reference.
Customer Service Representative
TELEPERFORMANCE USA, AT&T and DTV | Remote
09.2020 - 06.2021
- Answered customer inquires and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed
Education
Bachelor of Arts - Sociology
Louisiana State University
Baton Rouge, LA12-2024
High School Diploma -
Laurel High School
Laurel, MS05-2020
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Policy Adherence
- Insurance Verification
- Medical terminology knowledge
- Claims Processing
- Record maintenance
- Stress Tolerance
- Appointment Scheduling
- Follow-up skills
- Strong interpersonal skills
- Work Quality Evaluation
Accomplishments
- Mississippi Scholar
- National Beta Club member
- Honor Society
- Dean list recipient
- CxC Certificate
- Louisiana State University Alumni Associate
Certification
- Sales Essentials Certificate
- ACE - Adobe Certified Expert, Photoshop
Timeline
Tax Associate
TurboTax
12.2024 - 04.2025
Healthcare Customer Service Representative
TEC- United Healthcare
04.2024 - 11.2024
Healthcare Customer Service Representative
PCG Consulting
07.2021 - 08.2022
Customer Service Representative
TELEPERFORMANCE USA, AT&T and DTV | Remote
09.2020 - 06.2021
Bachelor of Arts - Sociology
Louisiana State University
High School Diploma -
Laurel High School