Seasoned Customer Support Specialist - 15+ Years Experience

Destiny Pemberton

Henrico, VA • 804-***-**** • *********.*******@*****.***

Professional Summary

Customer Support Specialist with 15+ years of experience in high-volume call center, healthcare, and sales environments. Proven ability to resolve complex customer issues, maintain high satisfaction levels, and exceed performance goals. Skilled in CRM systems, multi-platform navigation, and remote work environments. Recognized for strong communication, problem-solving, and delivering efficient, empathetic service in fast-paced settings.

Core Skills

Customer Support • Call Center Operations • Healthcare Support • CRM Systems • Remote Work • Conflict Resolution • Active Listening • Problem Solving • Data Entry • Time Management • Microsoft Office • Multi-System Navigation • Sales Support • Communication Professional Experience

CarMax – Customer Service / Sales Representative (Feb 2025 – Present)

• Guide customers through the vehicle purchasing process, including financing, warranties, and product options

• Build strong relationships to identify needs and recommend appropriate solutions

• Manage end-to-end sales transactions, including documentation and coordination with internal teams

• Consistently meet or exceed sales and customer satisfaction goals

• Utilize CRM systems to track interactions and maintain follow-ups Elevance Health – Customer Service Representative II (May 2022 – Nov 2024)

• Handled 60–80+ inbound calls daily, resolving member inquiries with a focus on first-call resolution

• Delivered empathetic, accurate support in a fast-paced healthcare environment

• Navigated multiple systems simultaneously to document interactions and ensure compliance

• Collaborated with cross-functional teams to resolve complex customer concerns

• Maintained high productivity and quality standards United States Postal Service – Processing Clerk (Nov 2021 – Feb 2023)

• Processed high volumes of incoming and outgoing mail with accuracy and efficiency

• Operated mail processing equipment to support timely distribution

• Organized shipments to streamline delivery operations Deloitte / Virginia Department of Health – Call Center Representative (Feb 2021 – Jun 2021)

• Managed high-volume inbound and outbound calls for vaccine scheduling

• Collected and verified sensitive personal and insurance information

• Provided clear guidance on public health programs and scheduling procedures Additional Experience: Fas Mart, Conduent, Comcast, Remedi SeniorCare, Amazon, Walgreens, Tyson Foods, Thrifty Rental Car, BJ’s Wholesale, Another Touch Massage Education

Bachelor of Healthcare Management – American Intercontinental University Pharmacy Technician Certificate

Certified Nursing Assistant (CNA)

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