Cecilia Wilkerson

Experience

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  Onshore Outsourcing

  Jan 2013 - Dec 2021

  Service Desk Manager

  • Managed and directed all aspects of incoming help desk contacts-phone, portal, email, and chat. • Analyzed desk and staff performances including metrics, KPI’s, and COGS.• Drove the efficiency and effectiveness of the incident management process – and recommended improvements.• Built reports and charts to trend and summarize large quantities of data.• Participated in management meetings on a weekly and monthly basis.• Participated in change management client meetings as needed to identify and evaluate changes that may affect support. • Served as project leader when required and works on project teams to satisfy objectives and initiatives.• Created and managed staffing schedules utilizing a call-volume driven staffing model. • Managed all staff transitions from onboarding, career progression and terminations. • Coached, mentored and developed team members to maximize their individual contribution, professional growth and efficacy on the team. • Oversaw training and development initiatives. • Oversaw the solutions (knowledge) repository and process to ensure it is used appropriately and consistently. • Ensures QA practices are developed, maintained, and enforced. Show less

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  KPMG US

  Jan 2022 - now

  Manager - Digital Management User and Infrastructure Services