Felecia Smith
About Felecia Smith
Felecia Smith serves as the Vice President of Customer Experience at Employer Direct Healthcare, where she has worked since 2023. With extensive experience in customer service and operations, she has held various roles at Xerox and Conduent, contributing to significant improvements in employee performance and customer service quality.
Current Role at Employer Direct Healthcare
Felecia Smith serves as the Vice President of Customer Experience at Employer Direct Healthcare, a position she has held since 2023. In this role, she focuses on enhancing customer interactions and ensuring high-quality service delivery. Prior to her current title, she worked as the Director of Customer Experience at the same organization from 2022 to 2023, where she contributed to improving customer satisfaction and operational efficiency.
Previous Experience at Conduent
Felecia Smith worked at Conduent from 2008 to 2022, holding several key positions including Sr. Director of Service Delivery and Global Operations. During her tenure, she managed service delivery operations and implemented strategies that improved employee performance and service quality. She also served as a Service Delivery Manager, where she focused on operational excellence and team management.
Career at Xerox
Felecia Smith's career at Xerox spanned from 2000 to 2008, where she held multiple roles including Customer Service Representative, Quality Assurance Analyst, and Call Center Manager. In these positions, she developed skills in customer service management and quality assurance. She contributed to improving call monitoring processes and enhancing service delivery standards.
Education and Expertise
Felecia Smith earned her Bachelor of Arts degree from the University of North Carolina at Chapel Hill. Her educational background, combined with her extensive experience in customer service and operations, has established her as a subject matter expert in business processes and operational procedures.
Achievements in Customer Experience
Throughout her career, Felecia Smith has implemented various initiatives to enhance customer experience. Notably, she developed incentive programs during the COVID-19 pandemic to maintain employee performance and service quality. She also conducted a competitive analysis on employee wages, resulting in a significant pay increase for team members, and improved customer service delivery through the configuration of Interactive Voice Response (IVR) systems.