Summary
Overview
Work History
Education
Skills
Timeline
Generic

DESTINY LEE

Roseboro

Summary

Dynamic Guest Service Associate with a proven track record at CommWell Health, excelling in complaint handling and payment processing. Recognized for enhancing guest satisfaction through exceptional service and effective communication. Skilled in scheduling appointments and maintaining HIPAA compliance, fostering a collaborative environment that drives team success. Adapts to change of work environment will and can work remotely and effeciently.

Results-oriented hospitality professional prepared to excel in guest services. Known for effectively addressing guest concerns and consistently delivering high-quality service. Reliable team player with flexible approach, fostering collaboration and adapting to dynamic environments. Expertise in interpersonal communication and conflict resolution.

Overview

9
9
years of professional experience

Work History

Guest Service Associate

CommWell Health
10.2022 - Current
  • Processed payments accurately, maintaining proper cash handling procedures and balanced registers at the end of each shift.
  • Assisted in training new team members, fostering an atmosphere of teamwork and collaboration among staff members.
  • Resolved customer complaints diplomatically, resulting in enhanced guest relations and return visits.
  • Managed front desk operations, ensuring a smooth and pleasant guest experience.
  • Collaborated with team members to consistently exceed guest expectations through exceptional service delivery.
  • Welcomed and acknowledged guests with smile, eye contact, and friendly verbal greeting using guest's name, boosting overall guest satisfaction scores 100%.
  • Handled phone inquiries professionally, contributing to increased bookings and repeat customers.
  • Handled customer complaints to satisfy and retain guests.
  • Utilized variety of organizational and communication skills to drive guest satisfaction.
  • Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
  • Improved communication flow by establishing daily briefing for front desk and administrative staff.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Organized, maintained and updated information in computer databases.
  • Confirmed appointments, communicated with clients, and updated client records.
  • Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
  • Updated patient records with accurate, current insurance policy information.

Transportation Associate

Magnolia Nursing Home
11.2021 - 10.2022
  • Enhanced timely deliveries by optimizing transportation routes and schedules.
  • Streamlined operations with thorough route planning and effective communication between drivers, dispatchers, and warehouse staff.
  • Contributed to team success through consistent collaboration with other Transportation Associates and management.
  • Promoted a positive work environment within the transportation department fostering a culture of collaboration among team members.
  • Scheduled incoming appointment requests using automation tools to optimize inbound schedule.
  • Operated with safety and skill to avoid accidents and delays.
  • Maintained high customer satisfaction by working quickly and accurately.
  • Utilized GPS and other navigation systems to minimize delays with well-planned routes.
  • Updated daily logs and customer paperwork with relevant details.
  • Inspected vehicles before and after trips to verify safe and reliable operation.
  • Trained new transport drivers, focusing on safe driving habits and company policies adherence.

Personal Care Assistant

3hc Home Health & Hospice
05.2019 - 11.2021
  • Assisted clients with daily living needs to maintain self-esteem and general wellness.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Assisted with transferring and positioning clients, ensuring proper body mechanics to reduce the risk of injury for both parties.
  • Improved client comfort by providing exceptional personal care and maintaining a clean, safe environment.
  • Built strong relationships with clients to deliver emotional support and companionship.
  • Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
  • Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
  • Turned and positioned bedbound patients to prevent bedsores and maintain comfort levels.
  • Adapted quickly to new client situations, building rapport through active listening skills and an empathetic approach towards individual needs.
  • Contributed to a positive home atmosphere by engaging clients in conversation and recreational activities tailored to their interests.
  • Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Developed strong therapeutic relationships with patients and their families based on trust, empathy, active listening skills, and open communication.
  • Protected privacy and delivered comfort to preserve dignity of dying patient and family members.

Personal Care Aide

Progressive Healthcare Services
01.2017 - 04.2019
  • Assisted clients with daily living activities for increased comfort and quality of life.
  • Maintained a safe and clean environment for clients, reducing health risks and promoting overall wellbeing.
  • Recognized and reported abnormalities or changes in patients' health status to case manager.
  • Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
  • Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
  • Provided timely assistance with personal hygiene tasks for improved self-esteem and dignity preservation.
  • Consulted with supervisors to assess cases and plan strategies for enhancing care.

Habilitation Technician

Skill Creations
02.2016 - 01.2018
  • Instructed and reinforced target outcomes to help individuals achieve goals.
  • Collaborated with interdisciplinary teams to develop comprehensive habilitation plans for each client''s unique needs.
  • Transported residents to and from appointments and other activities to encourage mobility.
  • Recorded participant behavior and methods to alleviate barriers and progress toward goals.
  • Supervised and assisted residents with grooming, personal hygiene, meal planning and housekeeping to promote activities of daily living.
  • Delivered training needs, behavior management and communication to support goal plans.
  • Implemented written goals from treatment plans to enhance patient outcomes.
  • Offered instructions to help individuals learn, retain or improve competencies for maximal functioning.
  • Improved clients'' quality of life by providing compassionate care, assistance with personal hygiene, and mobility support.

Education

Bachelor of Arts - Applied Psychology

University of Mount Olive
Mount Olive, NC
05-2028

Associate of Science -

University of Mount Olive
Mount Olive, NC
05-2026

High School Diploma -

Clinton High School
Clinton NC
06-2012

Skills

  • Patience and composure
  • Complaint handling
  • Payment processing
  • Check-in and Check-out procedures
  • Guest registration
  • First aid training
  • Data entry proficiency
  • Telephone etiquette
  • Cash handling
  • Customer service
  • Attention to detail
  • Time management
  • Listening skills
  • Scheduling appointments
  • Office organization
  • Oral and writing communication
  • Administrative skills
  • Verbal and written communication
  • Appointment scheduling
  • Sensitive information handling
  • Issue handling
  • Front office management
  • Filing
  • Proofreading
  • Human resources
  • Meeting planning
  • Insurance coverage verification
  • HIPAA compliance
  • Workflow development
  • Deadline management
  • Remote Work
  • Organization
  • Leadership
  • Microsoft/Excel

Timeline

Guest Service Associate

CommWell Health
10.2022 - Current

Transportation Associate

Magnolia Nursing Home
11.2021 - 10.2022

Personal Care Assistant

3hc Home Health & Hospice
05.2019 - 11.2021

Personal Care Aide

Progressive Healthcare Services
01.2017 - 04.2019

Habilitation Technician

Skill Creations
02.2016 - 01.2018

Bachelor of Arts - Applied Psychology

University of Mount Olive

Associate of Science -

University of Mount Olive

High School Diploma -

Clinton High School

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DESTINY LEE