Cecilia Wilson-Harden
Operations Site Lead at Strategic Data Systems- Claim this Profile
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Bio
Credentials
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Responsible Conduct of Research for Administrators
CITI ProgramMar, 2022- Nov, 2024 -
SHRM Learning System (2020)
Old Dominion University
Experience
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Strategic Data Systems
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United States
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IT Services and IT Consulting
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100 - 200 Employee
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Operations Site Lead
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Apr 2022 - Present
• Manage a team of Operations Leads, who lead front line operations professionals, to deliver brand defining customer experiences.• Engage, motivate, and excite a team of 60+ while effectively moving the needle on critical call center metrics as well as customer and employee satisfaction.• Foster an environment of rigor and discipline, while building on the Mission Lane culture of fun and camaraderie that supports our front-line associates.• Identify root causes to drive process improvements and transformation.• Responsible for supporting the Senior Leadership, Management, Government professionals and support agents in achieving our organizational objectives, delivering customer outcomes, and driving continuous improvements in productivity.• Create and implement success metrics for the organization, and drive predictability in operations, planning, goals setting, strategic initiatives, as well as reporting and success measuring of the key internal initiatives. Show less
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Help Desk Liaison
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Apr 2021 - Apr 2022
Active T3 Secret Clearance 24MAY2021 Favorable 10JUNE2021Manage new hire onboarding process incorporating White Glove service with exceptional communication skills and external collaboration paying close attention to process flow and agent experience.• Support recruiting team by evaluating identification documents, secure military base accesses, grant system access and permissions for new hire job function.• Collaborate with Base Security, Operations team, and Training department to ensure the organization is prepared to welcome new associates with enthusiasm and a welcoming spirit.• Effectively communicate to agents and leadership onboarding process, procedure and facilitate department collaboration.• Demonstrate excellent time management and organizational skills with ability to prioritize essential/key tasks while using exceptional communication, interpersonal, and business skills to accomplish all day-to-day goals.• Serves as back up to the MNCC Program Manager, facilitating daily operations.• Provide daily, weekly, and monthly status updates to multiple levels of management and government personnel.• Participates in department collaboration for project and process reviews to monitor project compliance and analyze the need for improvement.• Provides multi-site support for Agent information gathering and personal accommodations.• Documents and tracks all MNCC inventory to include computer assets, VoIP phones and headsets.• Provide technical assistance and support to IT Helpdesk staff for incoming issues and inquiries related to computer systems, software, proprietary systems, and endpoint hardware.• Coordinate with other IT departments for timely resolution of escalated cases.• Designated Power User for all IT troubleshooting needs onsite. Show less
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FinFit
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United States
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Financial Services
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1 - 100 Employee
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Performance Manager
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Jun 2016 - Apr 2021
Maintain full responsibility for applying excellent communication skills and leadership abilities while managing and supporting activities to improve portfolio performance. Drive customer satisfaction, support revenue growth and business goals, analyze and generate win-win solutions for customers, and train and support team members. • Support company sales, service, and business goals, work effectively in a fast-paced environment, use strong facilitation skills to provide leadership and training to team, and ensure consistently positive results/outcomes. • Display excellent collaboration and leadership skills, attention to detail and deadlines, and ability to multi-task and take ownership of projects while working effectively with individuals at all levels within the organization. Show less
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Stewart Lending Services / Bank of America
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Chesapeake, Virginia, United States
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Manager
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Dec 2001 - Apr 2016
Held directly accountable for demonstrating leadership, coordination and communication abilities, and extensive business knowledge to train, coach, and lead teams to meet/exceed goals. Charged with reviewing and analyzing performance for 40 plus associates, providing training to employees and new hires, and facilitating team meetings. • Developed and utilized comprehensive mortgage, lending, collections, and regulatory knowledge to effectively manage multiple accounts, analyze data and information, provide statistical reporting, and undertake audits. • Manage New Hire program recruitment process, employee relations, develop guidelines procedures and training material, oversee budget and payroll, facilitate orientations, managing contractor relations • Directly responsible for creating and analyzing customer financial profiles, identifying financial triggers and providing solutions/recommendations, and working with units to ensure customer financial needs were met. • Received Top Performing Manager Awards, Top Performing Account Manager Awards, Spirit Award, Core Value Leadership Award, QA Top Performer Award, and the Volunteer Network Group Leader Award. Show less
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Education
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2021 - 2023
Old Dominion University
Master of Business Administration - MBA, Business Administration and Management, General -
2018 - 2020
Old Dominion University
Bachelor of Science - BS, Business Administration and Management, General -
2016 - 2018
Tidewater Community College
Associate of Science - AS, Business Administration and Management, General -
Old Dominion University
Project Management Certificate, Project Management
Community
