Karl Benjamin Wilkins: A Natural Leader in Customer Service Management

Since 2024, Karl Benjamin Wilkins has served as the West regional director of operations for the Virginia Department of Motor Vehicles. As an African American man growing up in Richmond, Virginia, he has faced personal and societal struggles along his journey to success. Today, Wilkins has realized his potential as a leader, relying on constant improvement to keep moving forward.

Following his high school graduation in 1979, Wilkins attended Bell & Howell University in Atlanta to study and acquire a degree in electrical engineering. While attending school, he faced challenges and ultimately realized that the best course of action was to return home and refocus. After discussing his future with his mother, he joined the military in 1980.

From the Military to Public Service

Wilkins evaluated several branches before deciding that the U.S. Air Force would best suit his goals. Despite some struggles after joining, his training instructor encouraged him to keep going, calling him a born leader. He persevered and became an integrated avionics technician. He served until a major shoulder injury in 1992 led to his discharge with disability.

Leaving military life, Wilkins wasn’t sure where to go next. He became a director of customer care for American Water across five states and then the customer care operations manager in billing and collections at EPCOR Water USA for the state of Arizona, where he remained until 2014. He then applied this expertise as a customer operations manager at the Hanover County Department of Public Utilities until 2017.

Contributions to the Virginia Department of Motor Vehicles

Recognizing an opportunity in public service, Wilkins joined the Virginia Department of Motor Vehicles as a customer service technician and then became a senior customer service generalist in 2019. Within just four years, he advanced to assistant manager at the department’s Charlottesville customer service center. By 2024, he was appointed West regional director of operations for the Virginia Department of Motor Vehicles.

In this role, Wilkins is responsible for managing two districts and ensuring that 24 customer service centers meet statewide goals. He collaborates closely with two other regional directors and leads a team of approximately 300 employees, with a focus on efficiency and innovation. A self-described change agent, Wilkins is dedicated to creating impact.

Civic Involvement

Outside of his professional career, Wilkins is actively involved in youth mentoring through Big Brothers Big Sisters of America. Though his father died when he was just 8 years old, he instilled in him the value of family. Through his civic contributions, Wilkins aims to help the next generation make better decisions, behave respectfully, and understand the value of family.

Ambition for the Future

Within the next five to 10 years, Wilkins aspires to become a deputy commissioner for customer service management. A proven leader, he also hopes to launch his own business focused on customer service management training, an area in which he has extensive experience. Ultimately, Wilkins aims to leverage all available resources to help people and organizations grow.