Customer Service & Accounts Specialist Professional
Resume:
Destiny Barnette
Columbus, OH
***************.***@*****.***
Work Experience
Account Specialist
Discover-Columbus, OH
June 2025 to November 2025
• Provide exceptional customer support by managing inbound and outbound communications, assisting clients with account inquiries, payments, and issue resolution while ensuring a positive customer experience.
• Handle sensitive financial information with confidentiality and accuracy, adhering to company policies, compliance standards, and regulatory requirements.
• Collaborate with cross-functional teams to resolve escalated issues, demonstrating strong problem- solving, communication, and interpersonal skills.
• Maintain detailed and organized records of client interactions and account updates, leveraging data systems to track performance and ensure service quality.
• Achieve and exceed key performance indicators (KPIs) including customer satisfaction, account resolution time, and compliance metrics.
• Identify customer needs and provide appropriate solutions, contributing to retention and overall satisfaction.
• Utilize active listening and empathy to de-escalate challenging situations and maintain trust, a skill transferable to employee relations and HR communications. Member Service Representative
Aetna, a CVS Health Company
February 2024 to May 2025
• Delivered high-quality customer service to Medicaid and Medicare members by resolving inquiries related to benefits, claims, eligibility, and coverage in a timely and accurate manner.
• Educated members on plan benefits, services, and tools to improve overall healthcare engagement and utilization.
• Utilized multiple systems and databases (such as Facets or Salesforce) to document calls, research member issues, and provide accurate information.
• Collaborated with internal departments including case management, provider services, and claims processing to resolve complex issues.
• Maintained compliance with HIPAA regulations and company policies while handling sensitive health information.
• Consistently met or exceeded call center performance metrics including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT).
• Supported members in navigating appeals and grievances processes, ensuring timely resolution and member satisfaction.
Pharmacy Assistant
Walgreens
November 2023 to February 2024
• Assisted licensed pharmacists in daily operations, including preparing prescriptions, restocking inventory, and verifying patient information.
• Provided courteous and knowledgeable customer service, answering questions regarding prescriptions, over-the-counter medications, and pharmacy policies.
• Maintained accurate patient records and ensured all information was handled in accordance with HIPAA and pharmacy regulations.
• Organized and labeled medications, monitored stock levels, and communicated with suppliers to manage inventory efficiently.
• Processed insurance claims and resolved third-party billing issues to minimize delays in medication fulfillment.
• Maintained cleanliness and safety in the pharmacy work area, adhering to all health and regulatory standards.
• Collaborated with the pharmacy team to support safe and timely dispensing of medications, ensuring patient safety and satisfaction.
Quality Assurance Specialist
Epiq
May 2023 to December 2023
• Monitored and evaluated customer service interactions to ensure compliance with internal standards, client requirements, and industry regulations.
• Conducted detailed quality audits of calls, emails, and case notes to identify trends, training needs, and areas for improvement.
• Provided clear, constructive feedback to agents and team leads to support performance enhancement and service consistency.
• Collaborated with training and operations teams to refine SOPs and ensure alignment with evolving client expectations.
• Created and maintained QA scorecards, audit reports, and performance dashboards to track agent accuracy and call quality over time.
• Played a key role in calibrations and quality review sessions, ensuring consistency and fairness across evaluations.
Child Care Assistant
T’s Family Day Care
September 2018 to November 2022
• Supported lead teachers and caregivers in creating a safe, nurturing, and engaging environment for children ranging in age from infants to preschoolers.
• Assisted with daily routines including feeding, diapering, potty training, and naptime supervision while maintaining cleanliness and hygiene standards.
• Helped implement age-appropriate educational and recreational activities that supported developmental milestones and social-emotional growth.
• Observed and reported behavioral or developmental concerns to senior staff or parents, contributing to early intervention when needed.
• Maintained a safe play environment by monitoring children closely and adhering to health and safety regulations at all times.
• Fostered positive relationships with children and their families through clear, respectful communication and ongoing support.
• Participated in staff meetings and trainings to stay informed on best practices in early childhood education and care.
Education
High school diploma
Columbus State Community College
January 2024 to Present
Skills
• Customer service
• Organizational skills
• Critical thinking
• Computer skills
• Leadership
• Time management
• Communication skills
• Adaptability
• Microsoft Office
• Problem solving
Certifications and Licenses
Certified Home Health Aide
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