Overview
Work History
Education
Skills
Timeline
Generic
Open To Work

Destiny Howard

Wilson

Overview

9
9
years of professional experience

Work History

Fraud Prevention Specialist

TRUIST
08.2022 - 01.2025
  • Maintained detailed records of all investigations conducted, providing valuable data for trend analysis and future case management efforts.
  • Managed complex cases involving identity theft, credit card fraud, and other forms of financial crime, resulting in successful resolution for affected customers.
  • Supported colleagues in navigating difficult situations involving potential fraud by providing timely advice based on professional expertise and experience.
  • Conducted thorough investigations of suspected fraud cases, leading to the recovery of lost funds.
  • Reduced fraudulent activities through continuous monitoring of financial transactions and customer behaviors.

Medical Call Center Representative

Medical Scribe
09.2019 - 09.2022
  • Maintained a high degree of professionalism and empathy during difficult calls, providing emotional support to distressed patients while addressing their concerns.
  • Maintained accurate patient records with diligent data entry and effective communication with healthcare professionals.
  • Enhanced call center performance by providing excellent customer service and consistently meeting performance metrics.
  • Educated patients on available resources, such as financial assistance programs or support groups relevant to their conditions.
  • Improved patient satisfaction by efficiently handling inbound calls and addressing their medical concerns.

Senior Collections Representative (Manager)

Optum
06.2016 - 08.2019
  • Assisted sales teams in assessing creditworthiness of potential clients to mitigate financial risks associated with extending credit terms.
  • Monitored industry trends to stay informed on best practices and emerging technologies for efficient debt collection processes.
  • Leveraged strong communication skills when corresponding with customers, resulting in higher payment commitment rates.
  • Provided exceptional customer service by empathizing with clients'' financial situations, offering flexible payment solutions while still adhering to company policies.
  • Managed a high volume of accounts efficiently by prioritizing tasks based on risk levels and collection potential.
  • Enhanced collections efficiency by implementing advanced data analysis and customer profiling techniques.

Education

High School Diploma -

Early College Academy
Wilson, NC

Skills

  • Compliance with FDCPA and industry guidelines
  • Knowledge of medical billing and coding (ICD-10, CPT)
  • Patient account resolution and claims follow-up
  • CRM & Case Management Systems (Salesforce, EPIC, Cerner, Fiserv)
  • Debt recovery strategies and skip tracing
  • HIPAA-compliant data handling
  • Transaction monitoring and suspicious activity reporting (SAR)
  • Regulatory compliance (BSA, AML, HIPAA)
  • Proficient in remote collaboration tools: Microsoft Teams, Zoom, Slack, Google Workspace

Timeline

Fraud Prevention Specialist

TRUIST
08.2022 - 01.2025

Medical Call Center Representative

Medical Scribe
09.2019 - 09.2022

Senior Collections Representative (Manager)

Optum
06.2016 - 08.2019

High School Diploma -

Early College Academy

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Destiny Howard