Summary
Overview
Work History
Education
Skills
Timeline
Generic

Destiney Blackford

Sioux Falls

Summary

Dynamic customer service professional with extensive experience at Billion Auto, excelling in call center environments. Proven ability to resolve issues and enhance customer satisfaction through effective communication and teamwork. Skilled in multitasking and maintaining composure under pressure, consistently achieving service improvement initiatives and reducing complaints. Professional caregiver with experience delivering patient-centered care in fast-paced environments. Skilled in assisting with daily living activities, monitoring vital signs, and providing emotional support. Strong focus on team collaboration and achieving positive outcomes. Reliable, adaptable, and skilled in using medical equipment and following care plans.

Overview

5
5
years of professional experience

Work History

BDC Call Representative

Billion Auto
07.2022 - Current
  • Assisted in training new representatives on call procedures and best practices.
  • Collaborated with team members to improve call handling processes.
  • Provided feedback to management for service improvement initiatives.
  • Developed positive relationships with customers, enhancing overall satisfaction levels.
  • Answered inbound customer service calls to assist with questions, concerns or problems.
  • Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
  • Reduced customer complaints by providing accurate information and empathetic support during difficult situations.
  • Managed escalated calls with professionalism, successfully deescalating tensions while addressing the root cause of their issues.
  • Enhanced call center productivity by effectively managing high call volumes and maintaining a professional demeanor.
  • Strengthened customer relationships by following up on unresolved issues and ensuring satisfactory resolutions were achieved.
  • Prevented potential loss of business by identifying at-risk customers and addressing their concerns proactively.
  • Attended training to stay up to date with new products and service offerings.
  • Delivered prompt service to prioritize customer needs.
  • Sought ways to improve processes and services provided.

Drug Detection Specialist

The Glory House
06.2021 - 03.2022
  • Followed all company policies and procedures to deliver quality work.
  • Provided customer care by greeting each person on grounds.
  • Assisted in the frontline department in my downtime.
  • Established positive working relationships and maintained boundaries with residing clients.
  • Collected specimens from each client within a list each day, whether it was a urine specimen, sweat, breath, or saliva.
  • Kept in touch with management, other staff, and referral agents with each in-house and outpatient clients.
  • Cleaned all spaces used frequently, organized and restocked as needed.
  • Handling payments from each client when needed.
  • Applied ideas to management for changes, to make all workspaces more organized and smooth-moving.

Client Support Technician

The Glory House
05.2020 - 06.2021
  • Made rounds at specified intervals and conducted head counts to ensure client safety.
  • Searched building, grounds, and living quarters for contraband.
  • Supervised movement during various activities on and off campus.
  • Established positive working relationships and maintained boundaries with residing clients.
  • Built solid relationships with staff and clients to keep institution safe and secure.
  • Completed dorm sanitation and maintenance checks and reported results to management..
  • Occasionally collected undone specimens for drug testing.

Certified Nursing Assistant

Bethesda Nursing Home
12.2020 - 04.2021
  • Assisted patients with daily living activities, promoting comfort and independence.
  • Monitored vital signs and reported changes to nursing staff, ensuring timely care adjustments.
  • Maintained cleanliness and organization of patient rooms, enhancing safety and accessibility.
  • Documented patient information accurately in electronic health records, supporting effective communication.
  • Provided emotional support to patients and families during difficult times, building trust and rapport.
  • Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
  • Assisted patients with daily living activities for enhanced comfort and wellbeing.
  • Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment..
  • Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
  • Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
  • Enhanced team efficiency by promptly responding to call lights and reporting changes in patient condition to nurses.
  • Conducted regular rounds to monitor patients'' physical and mental status throughout shifts.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Performed accurate documentation of patient information according to established protocols for record-keeping purposes.
  • Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.

Education

High School Diploma -

Lennox High School
Lennox, SD
05-2020

Skills

  • Customer service
  • Goal oriented
  • Call center customer service
  • Customer correspondence
  • Resolving issues
  • Teamwork and collaboration
  • Time management
  • Multitasking Abilities
  • Calm and professional under pressure
  • Organizational skills
  • Adaptability

Timeline

BDC Call Representative

Billion Auto
07.2022 - Current

Drug Detection Specialist

The Glory House
06.2021 - 03.2022

Certified Nursing Assistant

Bethesda Nursing Home
12.2020 - 04.2021

Client Support Technician

The Glory House
05.2020 - 06.2021

High School Diploma -

Lennox High School

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Destiney Blackford