Rhonda Wilborn

Work History

Workit Health (Remote)

01.2021 - Current

Coached, mentored, and led an IT team of 12 Helpdesk agents within the technical department to ensure SLA and KMPs are being met.
Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
Interacted and negotiated with vendors, outsourced, and contractors to secure products and services.
Oversaw IT department operations and training.
Created and terminated user accounts from start to finish in business applications.
Interacted and negotiated with vendors, outsources, and contractors to secure products and services.
Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
Guided organizational technology strategy and roadmaps.
Coordinate IT operations activities to deliver a smooth flow of daily business needs.
Managed Life cycle process and Asset management.

Strategic Staffing- Blue Cross Blue Shield

Detroit, MI

06.2021 - 12.2021

Managed a team of 16 agents that took over 2000 user calls per day to ensure SLA and KPMs are being met.
Collaborated with executives to advise and plan for short-term and long-term IT system upgrade needs.
Oversaw IT department operations and training.
Guided organizational technology strategy and roadmaps.
Oversaw development and implementation of improvements to support and network operations.
Worked closely with management teams to plan, develop and execute technical strategies aligned with the client's vision.
Coordinated technical training and personal development classes for staff members.
Communicated with the executive team and CEO to maximize development efficiencies and resolve technology issues.
Oversaw daily performance of computer systems and immediately responded to outages to keep the network up and running.

Comerica Bank

09.2014 - 05.2021

Managed a site of 200 employees on operations, employee complaints, policies, and procedures to ensure department SLA and KPMs were being met.
Developed systems and procedures to improve operational quality and team efficiency.
Led hiring, onboarding, and training new hires to fulfill business requirements.
Performed budget management tasks to ensure the budget is met.
Identifying problematic areas and implementing a strategic solution.
Implemented business strategies to increase revenue.
Managing and maintaining relationships with third-party vendors.
Leadership and delegation.

Comerica Bank

03.2009 - 09.2014

Provided real-time coaching, guidance, and feedback to 17 customer service agents to achieve SLA and KPMS goals.
Worked closely with management to strategize sales techniques to increase sales and customer service.
Cross-sold bank products and services to meet customer needs and provide options.
Promoted financial products by maintaining excellent service offering knowledge.
Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
Led daily team meetings to review performance, set targets and motivate staff.