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, TN12.2018
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
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