Aubrey Wood

Aubrey Wood is an experienced professional in workforce transformation and customer service management with a strong background in banking and retail. Currently serving as the CCaaS Workforce Transformation Lead at First Citizens Bank, Aubrey specializes in intraday management and staffing strategies for multi-site contact centers, leveraging data analysis to meet performance metrics. Previous roles at First Citizens Bank include Business Support Specialist and Operations Team Lead for Fraud Central, where Aubrey successfully enhanced customer service and operational efficiency during significant organizational changes. Aubrey also held various customer service and management positions in other companies, including The Spot Streetwear Boutique, Lowe's Home Improvement, and The Tax Professionals, and has academic credentials in Sports Management from multiple institutions, including a Master of Science from State University of New York Cortland.