Kelinda Willcox serves as the Director of Knowledge Management & Customer Experience at Trustmark, where she leverages her extensive expertise in business optimization to drive transformative initiatives across the organization. With a strong focus on strategic technology identification and implementation, Kelinda has been instrumental in...
Kelinda Willcox serves as the Director of Knowledge Management & Customer Experience at Trustmark, where she leverages her extensive expertise in business optimization to drive transformative initiatives across the organization. With a strong focus on strategic technology identification and implementation, Kelinda has been instrumental in enhancing operational efficiencies and fostering a culture of continuous improvement. Her leadership in developing world-class customer service centers has not only elevated client satisfaction but has also contributed significantly to revenue growth through focused analytics and data-driven decision-making.
In her current role, Kelinda champions organization-wide data collection and knowledge sharing, ensuring that critical information and insights are effectively disseminated among employees, clients, partners, and stakeholders. This systemic approach to learning is pivotal in creating a cohesive environment where best practices are shared, and innovative solutions are developed. Under her guidance, the Knowledge Management department has undertaken key projects aimed at streamlining processes and improving overall customer experience, which are vital in today’s competitive landscape.
Kelinda’s proficiency in Salesforce.com, project management, and strategic planning complements her ability to lead cross-functional teams in achieving business objectives. Her skills in financial analysis and budgeting further enhance her capability to make informed decisions that align with Trustmark’s goals. As a thought leader in organizational change management, Kelinda is dedicated to fostering an agile and responsive workplace that adapts to the evolving needs of the industry, ultimately positioning Trustmark as a leader in customer experience excellence.
