Ms. Wilburn-Smith has over 25 years of managerial and executive-level experience in leading and initiating personnel development programs for customer service and call center operations. Her experience also includes implementing and directing client relationship management programs and overseeing corporate training, collections and billing. In addition, she has applied her expertise to developing best practice strategies for revitalizing call center service and management, while reducing cost and enhancing performance quality.

Throughout her career, Ms. Wilburn-Smith has been involved principally in managing customer service and customer service training across a wide range of industries, including utilities, telecom, public housing, and health care. She has served as: Assistant Director for Member Services with the 1199 SEIU benefit fund; Director of Teleservices for Matrix Medical Network, a provider of care management services to Medicare and Medicaid plans; Regional Director, New York/New Jersey for INROADS Inc.; Director of Customer Relations for the Philadelphia Housing Authority; and Vice President, CRM for the American Cancer Society’s Eastern Division.

Ms. Wilburn-Smith holds a BA in Labor Studies from SUNY at Old Westbury and a Masters in Public Administration from CUNY, Baruch College.