Destiney Wilkins
Washington,DC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Customer service professional with reputation for achieving high customer satisfaction and team performance. Proven track record of effectively managing customer interactions and resolving issues promptly. Known for fostering collaborative team environments and adapting to dynamic workplace needs. Skilled in conflict resolution and communication, ensuring consistent results and reliability.
Overview
8
8
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
Kaiser Permanente
06.2022 - 11.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts
- Collaborated with team members to develop best practices for consistent customer service delivery
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
Customer Service Representative
George Washington University Hospital
02.2020 - 10.2024
- Committed to delivering excellent customer service while working in a fast-paced environment
- Optimized workspace utilization through regular reorganization efforts aimed at enhancing accessibility of tools and resources necessary for daily activities
- Conducted routine maintenance on mail processing machines, ensuring consistent uptime, and reducing the need for costly repairs or replacements
- Coordinated with team members to manage heavy workloads, ensuring timely completion of all assigned tasks while maintaining high-quality standards
- Distributed mail on foot to residences and businesses, delivering to approximately 40 customers per shift
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Customer Service Representative Team Lead
Wells Fargo & Company
02.2017 - 02.2020
- Assisted customers in navigating company website and placing online orders, improving overall user experience
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Provided ongoing support to team members through mentoring, coaching, and skill development sessions.
- Boosted morale within the team by organizing engaging team-building activities and encouraging open communication among peers.
- Monitored team metrics, identifying opportunities for improvement and implementing targeted coaching plans.
Education
Master of Cybersecurity - Cyber Security
Arizona State University
Tempe, AZ01-2027
High School Diploma -
Loris High School
Loris, SC06.2013
Skills
- Call Management
- Appointment Scheduling
- Data Entry
- Product Knowledge
- Multi-Line Phone Talent
- Problem Resolution
- Customer Relations
- Customer Service
- Administrative Support
- Medical Terminology Knowledge
- Problem-Solving Abilities
- Call Center Operations
- Patient confidentiality
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Kaiser Permanente
06.2022 - 11.2024
Customer Service Representative
George Washington University Hospital
02.2020 - 10.2024
Customer Service Representative Team Lead
Wells Fargo & Company
02.2017 - 02.2020
Master of Cybersecurity - Cyber Security
Arizona State University
High School Diploma -
Loris High School
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