Customer Service Specialist with Crisis Communication Expertise
Resume:
RESUME
Contact Information
Destiny Kennerly
**********@*****.***
Location: Spring Hill, Florida 34608
Professional Summary
Highly adaptable customer service and communications professional with 6+ years of experience handling high pressure environments, complex problem solving, and sensitive customer interactions. Proven ability to remain calm during emergencies, negotiate solutions, and provide exceptional service across public safety, telecommunications, and healthcare industries. Educational background in psychology strengthens the ability to understand human behavior, de escalate conflict, and communicate effectively with diverse populations. Currently completing a Bachelor of Science in Psychology.
Core Skills
• Customer Service Excellence
• Crisis & Emergency Communication
• Conflict Resolution & De escalation
• Problem Solving & Critical Thinking
• Call Center & High Volume Communication
• Patient Support & Healthcare Coordination
• Payment Negotiation & Account Resolution
• Accurate Documentation & Data Entry
• Multitasking in Fast Paced Environments
• Interpersonal Communication
Professional Experience
Customer Service Specialist BayCare 2024–Present
• Provide high quality support to patients regarding healthcare services, scheduling, and billing inquiries.
• Resolve complex customer issues while maintaining professionalism and empathy in sensitive situations.
• Coordinate with healthcare teams to ensure accurate information and timely patient assistance.
• Maintain detailed and accurate records of interactions to ensure compliance and continuity of care.
• Consistently deliver a positive customer experience while managing multiple requests simultaneously.
Collections Representative AT&T 2022–2024
• Managed high volume inbound and outbound calls related to overdue accounts and billing concerns.
• Negotiated payment solutions that balanced company objectives with customer financial situations.
• Resolved account disputes and helped customers understand billing policies and payment options.
• Maintained strict compliance with financial regulations and company standards.
• Demonstrated strong persuasion and communication skills to achieve successful payment arrangements.
911 Dispatcher Hernando County Sheriff's Office 2018–2022
• Answered emergency and non emergency calls, gathering critical information quickly and accurately.
• Dispatched law enforcement, fire, and medical responders while prioritizing life threatening situations.
• Maintained calm, focused communication with callers during highly stressful emergencies.
• Utilized dispatch systems and detailed documentation to support emergency response coordination.
• Demonstrated strong decision making skills while managing multiple high priority incidents simultaneously.
Education
Bachelor of Science in Psychology — University of Central Florida (Expected Graduation: July 2026)
Associate of Science — Pasco Hernando State College
High School Diploma
Additional Strengths
• Ability to remain calm and effective under pressure
• Strong ethical judgment and confidentiality awareness
• Experience communicating with diverse populations
• Skilled in quickly assessing situations and determining appropriate responses
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