Felecia has over 20 years immersed in Customer Experience and Business Operations. Leading cross-functional teams to bring about fundamental change and obtain the all-important desired outcomes of a delighted and loyal client base, happy collaborative staff, lean operations, and everyone's favourite - increased revenue.
Having worked with large corporate organisations right through to privately owned start-ups, Felecia understands the importance of building solid foundations for scale to create operationally and sustainably efficient organisations – resulting in a consistent service offering and elevated customer satisfaction rates.
Felecia’s leadership style is honest, open, collaborative, and focused on people feeling respected, valued, and empowered. This is the foundation on which she is able to create frictionless environments, to achieve exceptional customer experience delivery.
During Felecia’s 15 years in Brand Protection, she scaled the business exponentially. Starting as a two-country, 600 contractor organisation and ending as a six-country, 64,000 contractor Asia-Pacific enterprise, when she left the business in 2019. This transformed the way companies across industries within the region, measured and improved their customer experience.
Leading a team of 64,000 contractors and staff across six countries required operational efficiency, clear communication, and the extensive use of analytics to measure performance and ensure results were keeping pace with customer expectations.
The exceptional results Felecia was able to achieve for her clients were quickly noticed by international industry peers who engaged her to consult on the operational effectiveness of their businesses, to ensure their Customer Experience promises were supported.
This extensive exposure positioned Felecia perfectly to design best in class Customer Experiences for her clients, and ensure the operational foundations are there to deliver – every time.
