Destiny Wilkins
Atlanta,USA
Overview
7
7
years of professional experience
Work History
Operations Customer Service Specialist
Transworld Systems Inc.
02.2025 - Current
- Analyzed large commercial and residential utility accounts to identify monthly electricity usage trends, and educate customers on energy consumption patterns
- Assisted customers with understanding rate structures, energy charges, service fees, and account balances while providing solutions
- Resolving disputed billing concerns by reviewing account , meter readings, payment activity, and service records with accuracy
- Processed account updates, payment arrangements, reconnect orders, transfers of service, and customer profile changes in a timely manner
Customer Service Representative
Nelnet
10.2022 - 02.2025
- Ensuring clear communication of relevant information impacting student accounts or financial aid eligibility.
- Counseled students and parents about financial aid options and program details.
- Advised students and families on repayment options and next steps, clarifying choices to help borrowers make decisions and reduce confusion.
- Maintains borrower account records and verifies eligibility documentation during reviews, supporting audit and ensuring federal compliance.
Customer Service Representative
Bakkt
03.2021 - 09.2022
- Assisting clients in planning and booking travel arrangements, offering accommodations, transportation through Well Fargo credit card rewards.
- Assisting clients using Wells Fargo credit card rewards in exchange for gift cards, travel bookings, and electronics.
- Negotiated with vendors and external customers for resolution on issues with loyalty points, redemptions, program exceptions.
- Kept accurate records of all interactions, including customer names, addresses, phone numbers, credit card information, and product sales.
Customer Service Representative
TTEC
03.2019 - 03.2021
- Organized comprehensive travel plans for global and local journeys, encompassing air travel, hotel stays, and transportation.
- Guided junior advisors in handling complex air ticketing challenges.
- Utilized Sabre GDS for ticketing pricing and travel management, airline changes, name changes, and delays.
- Assisted clients in navigating visa requirements and other travel documentation, minimizing potential issues during their trips.
Education
MBA - Business Administration
Liberty University
Lynchburg, VABachelor’s Degree - Hospitality Administration And Management
North Carolina Central University
Durham, NC05.2021
Skills
- Financial counseling
- Microsoft Suite
- Customer service
- Hospitality
- Billing and collection procedures expert
- Service billing
Timeline
Operations Customer Service Specialist
Transworld Systems Inc.
02.2025 - Current
Customer Service Representative
Nelnet
10.2022 - 02.2025
Customer Service Representative
Bakkt
03.2021 - 09.2022
Customer Service Representative
TTEC
03.2019 - 03.2021
MBA - Business Administration
Liberty University
Bachelor’s Degree - Hospitality Administration And Management
North Carolina Central University