Felicia Townsend

About Felicia Townsend

I am a management professional with over 20 years of leadership experience in contact/care centers for two large companies in telecommunications industry. I have a passion for coaching and developing my direct reports to exceed company goals and build skills toward career progression goals. I have experience with Vendor Management (as a vendor), Budgeting and have assisted with RFP proposals.My strengths include positive coaching and development of teams to meet and exceed performance of individual teams. I place heavy focus on team development and process improvement to maximize KPI performance. I am a hands-on leader who will observe and provide relevant feedback for continual leadership development.I have been known as a great change management agent with a keen ability to review processes and identify gaps causing performance issues or customer experience problems. Utilizing that knowledge I will proactively engage key stakeholders to identify solutions to improve process and business effectiveness, ultimately improving the end customer experience.I effectively build relationships with boundary partners by thoroughly understanding the business needs of both groups and identifying ways to educate the groups and work together to create solutions that will improve overall customer experience and improve KPI performance.I am a quick learner and can easily transfer my leadership skills to any trade and be an effective leader and drive operational efficiencies.

Experience

1. Operations Leader - Bank Servicing

   Capital One

   Apr 2024 — Present

Education

• Tidewater Community College

  Working towards Assoicates in Business Management, Business Management

  2010 — 2016

Skills

• Operations Management
• Telecommunications
• Analysis
• Call Center Administration
• Sales
• Organizational Change Agent
• Customer Retention
• Operational Efficiency
• Driving Results
• Call Centers
• Transaction Management
• Operational Excellence
• Leadership
• Sales Management
• Broadband
• Troubleshooting
• Vendor Management
• Voip
• Call Center Start-Up
• Root Cause Problem Solving
• Technical Support
• Vendor Relationship Management
• Collaborative Problem Solving
• Change Management
• Call Center
• Customer Experience Management
• Management
• Team Leadership
• Cross-Functional Team Leadership
• Strategic Planning
• Customer Satisfaction
• Process Improvement
• Leadership Development
• Customer Experience
• Staff Development
• Wireless
• Coaching