Summary
Overview
Work History
Education
Skills
Timeline
Generic

Destini Brown

Knoxville

Summary

Accomplished House Manager at Journeys in the Community Living, adept in staff training and decision-making, significantly enhancing team performance and client satisfaction. Leveraged problem-solving skills to streamline operations at Anthem, achieving notable efficiency in claim processing. Demonstrates exceptional policy enforcement and employee scheduling, driving operational excellence.

Overview

7
7
years of professional experience

Work History

House Manager

Journeys in the Community Living
01.2018 - Current
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Maintained detailed documentation of client progress, daily activities, incidents, and relevant observations to ensure continuity of care across team members.
  • Managed medications for clients, ensuring proper dosages were taken on schedule and any side effects were promptly reported to healthcare professionals.
  • Transported individuals to events and activities, medical appointments, and shopping trips.
  • Established trust-based relationships with clients by consistently demonstrating respect, empathy, reliability, and genuine concern for their wellbeing.

Customer Service Representative

Anthem
06.2019 - 10.2021
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled escalated calls professionally while maintaining composure under pressure from distressed or dissatisfied customers.
  • Increased first-call resolution rates by thoroughly understanding products and services offered and providing accurate information to customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
  • Provided exceptional customer service, addressing concerns and resolving issues promptly.
  • Streamlined interdepartmental communication, facilitating faster claim processing.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Coordinated with contracting department to resolve payer issues.

Night Auditor

Holiday Inn
10.2021 - 10.2022
  • Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
  • Oversaw night auditing of daily room occupancy and hotel revenue.
  • Controlled cash and credit card payment transactions at front desk to successfully reduce errors
  • Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
  • Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
  • Provided exceptional customer service to overnight guests, addressing inquiries, and offering assistance as needed.

Education

Bachelor - Chemisty

Middle Tennessee State University
Murfreesboro, TN
12.2018

Skills

  • Staff Training
  • Employee Scheduling
  • Activities scheduling
  • Decision-Making
  • Problem-Solving
  • Policy Enforcement

Timeline

Night Auditor

Holiday Inn
10.2021 - 10.2022

Customer Service Representative

Anthem
06.2019 - 10.2021

House Manager

Journeys in the Community Living
01.2018 - Current

Bachelor - Chemisty

Middle Tennessee State University
Destini Brown