Kim Felice
Senior Director, Shared Services - Business Operations at Conduent
- Role
- Senior Director, Shared Services at Conduent
- Location
- Las Cruces, NM, US
- LinkedIn followers
- 500 followers
About Kim Felice
Shared Services transformation and optimization leader. Currently leading global shared support services organizations: Workforce Management, Training, Quality Assurance, Operational Excellence (OPEX) and Associate Enablement. Expert level experience working with Aspect and IEX workforce tools. COPC Registered Coordinator.Specialities: Forecasting, scheduling, resource planning, budgets, mergers and acquisitions, outsourcing, software supportWorkforce Training/Courses completed:ICMI - Contact Center Technology: What works, what\'s new, what drives resultsThe Call Center School - Workforce Management Masters SeriesCOPC - Workforce Management Introduction: Forecasting, Staffing and SchedulingCOPC - Workforce Management Introduction: Real Time ManagementCOPC - Good Graphing Tips for Contact Center Professionals
Experience
Senior Director, Shared Services
Apr 2024 — Present · Las Cruces, NM, US
Lead support departments for CX organization including Training, Quality Assurance, Operational Excellence and COPC. Global leader for Workforce Management across Conduent supporting Public Sector and Commercial accounts.
Education
New Mexico State University
AS, Computer Technology
1996 — 1997
University of Phoenix
BS, Business Management
2003 — 2005
Walden University
MBA
Skills
- Call Centers
- Scheduling
- Real-Time Data
- Operations Management
- Process Scheduler
- Vendor Management
- Crm
- Analysis
- Leadership
- Copc
- Process Improvement
- Networking
- Project Planning
- Outsourcing
- Team Leadership
- Contact Centers
- Iex
- Acd
- Management
- Team Building
- Bpo
- Business Process Outsourcing (Bpo)
- Business Analysis
- Business Process Improvement
- Human Resources
- Project Management
- Real-Time Monitoring
- Forecasting
- Capacity Planning
- Customer Satisfaction
- Workforce Management
- Call Center
- Mergers
- Customer Experience
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