Kimberly Wilkerson

About Kimberly Wilkerson

Forward thinking strategic leader in operations with 20+ years managing multi-site contact centers. Capacity planning, forecasting, and real-time analytics across financial services, telecom, and healthcare. Recognized for building high-performing teams, leading large-scale technology migrations, and partnering with executives to achieve service, cost, and growth objectives.Expert in WFM systems, process improvement, and data-driven decision support.

Experience

1. Business Execution Consultant -4

   Wells Fargo

   Dec 2025 — Present · Charlotte, NC, US

   Partner with Merchant Services leadership to design and launch a strategic outbound telemarketing campaign focused on revenue growth and merchant retention. • Develop campaign execution framework including segmentation logic, lead prioritization models, and performance measurement structure. • Conduct portfolio analytics to identify high-value merchant opportunities using transaction trends and cross-sell indicators. • Monitor campaign performance including conversion rates, revenue per call, and compliance adherence. • Build capacity and staffing projections to support outbound dialing strategy while balancing cost and risk thresholds. • Document business requirements and operational workflows to support telephony routing and CRM system configuration. • Collaborate with Risk, Compliance, Sales, Marketing, and Technology teams to ensure regulatory alignment and operational readiness. • Facilitate executive reporting updates summarizing campaign performance, financial impact, and risk mitigation strategies. • Support change management efforts including stakeholder communications, training materials, and job aids.

Education

• Purdue Global

  Bachelor of Science in, Data Analytics

Skills

• Call Centers
• Microsoft Office
• Quality Assurance
• Interviews
• Project Planning
• Budgets
• Business Process Improvement
• Program Management
• Process Scheduler
• Operations Management
• Six Sigma
• Team Leadership
• Leadership
• Call Center
• Cross-Functional Team Leadership
• Sap
• Team Building
• Management
• Telecommunications
• Strategic Planning
• Analysis
• Change Management
• Business Analysis
• Access
• Forecasting
• Troubleshooting
• Software Documentation
• Project Management
• Human Resources
• Coaching
• Data Analysis
• Process Improvement
• Performance Management
• Customer Service
• Customer Satisfaction
• Training
• Vendor Management