Valishia Wilkerson
Aurora
Summary
Customer Service and Production leader with extensive experience enhancing workflow efficiency, leading cross-functional teams, and improving customer experience, resolution resolving technical issues and complaints remotely and on multiple work sites. Self manager and Strong communicator in driving business outcomes through process optimization, employee development, while maintaining Organization, Team and Self goals. prioritizing Key Task such as KPI's while working remotely from home or onsite. Recognized for strategic thinking, solution-oriented leadership, and the ability to deliver high-impact results in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Shift Manager
Alorica (Verizon Wireline)
01.2009 - 01.2012
- Led production supervisors and ensured alignment with client expectations and performance standards.
- Conducted calibration sessions and regular evaluations to improve consistency and service quality.
- Supported continuous improvement efforts by identifying gaps in team performance and facilitating targeted coaching.
- Recognized by leadership for strong team outcomes and dependable management practices.
Plant Administrator Supervisor
Vulcan Materials Company
01.2014 - 11.2024
- Improved operational processes across multiple locations by identifying bottlenecks and enhancing cross-department collaboration.
- Strengthened audit and compliance efforts through the development of standardized procedures and proactive reporting.
- Supported monthly financial closeouts by organizing reporting systems and streamlining documentation practices.
- Acted as the primary liaison between sales, dispatch, and service teams, enhancing communication and issue resolution.
- Created a training program for New Hires to reduce retention and identify training gaps that would impact employee growth and production.
- Member of DE&I training program to create inclusive environments and participating in focus groups to gather feedback on inclusion initiatives. Analyzed company diversity data to identify areas of improvement.
Customer Service Production Manager
Alorica INC (AT&T Uverse, Verizon Wireless, Verizon Wireline)
01.2009 - 01.2012
- Directed a multi-brand call center team, delivering consistent quality service and meeting client satisfaction goals.
- Collaborated with the quality team to conduct call reviews, provide feedback, and support compliance standards.
- Played a key role in launching a new customer service location, handling staffing, training, and operations setup.
- Ensured adherence to policies and procedures while maintaining employee engagement and accountability.
Assistant VP/ Director of Sales Manager
CitiBank
01.2012 - 01.2013
- Strengthened sales performance by implementing coaching strategies and aligning goals across departments.
- Addressed client escalations and service challenges by collaborating with executive leadership and implementing corrective actions.
- Managed daily operations, including payroll, staffing, and compliance, while maintaining high team morale.
- Developed onboarding protocols for new hires, ensuring seamless integration and system access readiness.
Education
Business Management Studies -
Ivy Tech Online
01.2011
Certified Nursing Assistant - undefined
Career Academy
01.2004
Business Management Studies - undefined
Elgin Community College
01.2002
High School Diploma - undefined
Proviso East High School
01.1990
Skills
- CRM & Enterprise Systems: Salesforce, Taleo, Tempus, VCommerce, Oracle, Q-finiti
- Proficient in Microsoft Excel, Word, and PowerPoint
- Experienced with Kronos and CMS systems
- Skilled in utilizing APEX JWS and Cash Recon systems
Timeline
Plant Administrator Supervisor
Vulcan Materials Company
01.2014 - 11.2024
Assistant VP/ Director of Sales Manager
CitiBank
01.2012 - 01.2013
Shift Manager
Alorica (Verizon Wireline)
01.2009 - 01.2012
Customer Service Production Manager
Alorica INC (AT&T Uverse, Verizon Wireless, Verizon Wireline)
01.2009 - 01.2012
Certified Nursing Assistant - undefined
Career Academy
Business Management Studies - undefined
Elgin Community College
High School Diploma - undefined
Proviso East High School
Business Management Studies -
Ivy Tech Online
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