Summary
Overview
Work History
Education
Skills
Certification
Timeline
Education and Training
Generic

Destinie Watkins

Wilmer,TX

Summary

I am a Quality-driven Service Representative who is focused on driving customer engagement and satisfaction by answering technical concerns and offering service opportunities. Along with that, I strive to be an expert salesperson with strong conflict resolution and time management abilities. I also think that I am a very communicative customer service professional who is motivated to maintain customer satisfaction and also contribute to company success. I have a fair history of managing large amounts of inbound and outbound calls while making sure to sustain satisfactory relationships with customers. I also have a background in technical troubleshooting and data entry. I strive to work efficiently and diligently to complete all work tasks.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Tech Customer Representative (Contract Position)

Learning A-Z
07.2025 - 09.2025
  • Assisted senior technicians with troubleshooting and repairs to enhance service delivery.
  • Performed troubleshooting and diagnosis on malfunctioning equipment.
  • Conducted root cause analyses for recurring technical issues, minimizing future disruptions.
  • Reduced response times to technical issues, implementing prioritized troubleshooting protocol.
  • Coordinated with team members to verify data accuracy and resolve discrepancies promptly.
  • Utilized spreadsheet software for organizing and analyzing data trends, enhancing reporting processes.
  • Assisted in the development of standard operating procedures for improved data entry workflows.
  • Monitored data entry processes to identify areas for improvement, contributing to overall operational efficiency.
  • Entered data into various computer systems accurately using Microsoft Office Suite.
  • Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.

Customer Service Representative

Willis Towers Watson
08.2021 - 09.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Answered inbound calls to facilitate customer service.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Set up and activated customer accounts.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.

Licensed Benefit Advisor

Willis Towers Watson
08.2021 - 09.2023
  • Responded to member questions regarding plan benefits and provisions.
  • Coordinated enrollment into plan benefits directly with insurance companies or through marketplace.
  • Organized and verified enrollment and benefits documents.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Identified needs of customers promptly and efficiently.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Developed strong customer relationships to encourage repeat business.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Explained different options to prospective clients, encouraging the sale of insurance policies that would best fit their needs.
  • Engaged customers and provided high level of service by carefully explaining details about documents.

Application Service Representative

Willis Towers Watson
08.2021 - 09.2023
  • Cultivated relationships with teammates to assist customers with inquiries or resolve problems.
  • Consulted with customers regarding needs and addressed concerns.
  • Assisted customers with completing applications for Medicare via phone call or online
  • Assisted team members with proper ACSR resources and proper navigation for resources

Education

High School Diploma -

Desoto High School
05.2018

Associate Degree in Nursing - Nursing

El Centro College
Dallas, TX

Associate of Science -

Cedar Valley College
Lancaster, TX
05.2018

Skills

  • Account Management
  • Creative Problem Solving
  • Customer Service
  • Calm and Professional Under Pressure
  • Multitasking and Prioritization
  • De-escalation Techniques
  • Courteous with Strong Service Mindset
  • Understanding Customer Needs
  • Efficient and Detail-Oriented
  • Building Customer Trust and Loyalty
  • Customer Support
  • Inbound and Outbound Calling
  • Teamwork and Collaboration
  • Strong Analytical and Problem Solving Skills
  • Relationship Building
  • Computer Skills
  • Complaint handling
  • Customer relationship management
  • Account management

Certification

  • Currently Licensed in the states of Texas, Ohio, Wyoming, Illinois, Indiana and North Carolina

Timeline

Tech Customer Representative (Contract Position)

Learning A-Z
07.2025 - 09.2025

Customer Service Representative

Willis Towers Watson
08.2021 - 09.2023

Licensed Benefit Advisor

Willis Towers Watson
08.2021 - 09.2023

Application Service Representative

Willis Towers Watson
08.2021 - 09.2023

Associate Degree in Nursing - Nursing

El Centro College

Associate of Science -

Cedar Valley College

High School Diploma -

Desoto High School

Education and Training

  • Desoto High School 2014-2018 (High School Diploma)
  • 3.9 GPA
  • Top Ranked: 20% of the class
  • Graduated with My associates degree in Science while attending high school through an advanced placement program called Early College High School.
  • Member of the National Honor Society, 2018
  • Participated in The Eagle Band all four years
  • Apart of the Lady Eagles Varsity Track Team from my Freshman year (2015) to Senior year (2018)


Cedar Valley College (2014-2018)

- While attending Desoto High School I obtained my Associates of Science from Cedar Valley Community College. 


Trained in Technical Troubleshooting: Trained in technical trouble shooting, I have been trained to deal with step-by step processes that are used to identify root causes of issues. I then take this information and come up with a resolution to restore a system, device or process to the proper operation. This training allowed me to establish theories of probable causes, test different theories out and also come up with proper plans of action. 


Data Entry Trained :  I am also trained in Data entry which involved me to accurately input, update and maintain CSV import files via Excel. This required me to maintain information into computer systems and databases from different sources.


Life & Health Insurance Licensed:  Licensed since 2021


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