- Getting involved in local advocacy groups to promote positive change in the community
- Offering time and support to shelters for the homeless, women, and animals
- Youth mentor, providing guidance and support to empower the next generation of leaders
Felecia M Hollaway
Columbia,SC
Summary
With over 35 years of customer service leadership, management, training, and support experience, my expertise can greatly benefit any organization. I excel in problem-solving, engagement, influencing, and corporate event planning. My excellent working knowledge of Google Suite, Slack, Microsoft Excel, Word Perfect, and Microsoft Word allows me to effectively navigate various software platforms. As a self-motivated team player, I am consistently relied upon as the point of contact for coverage gaps during leadership and executive absences. I possess the flexibility and versatility to maintain consistency under pressure and have a poised and competent demeanor for navigating cultural differences. Thriving in deadline-driven environments, I have a proven track record in team-building. Additionally, I successfully managed the company's social media platforms, providing valuable assistance to guests and homeowners.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Specialist and Corporate Escalations Manager
Vacasa, LLC
05.2023 - Current
- Communicate and work effectively in a positive, professional, empathetic, and 'customer-centric' manner via phone, email, social media, and text2chat
- Embrace and adopt change in a fast-paced and consistently changing work environment.
- Manages the company’s reputation by maintaining its social media platforms, and interacting with escalated guests and homeowners via chats, email, phone and public postings
- Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
- Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
Sr. Analyst Absence Management -Center Operations
Verizon Wireless
06.2018 - 10.2020
- Compiled, documented and presented high-level documentation assisting and overseeing employees in filing short-term disability paperwork
- Liaison between agents and the Human Resources department by maintaining confidentiality, while adhering to employee privacy expectations
- Conducted employee meetings with supervisors to ensure that specified employees' Return to Work was seamless via re-training
- Supported management with absence policy conversations, documentation correction, and company statistics regarding Leave of Absence policies in bi-weekly staff meetings with executive Leadership
- Additionally, managing sick leave, disability, and FMLA employees
- Liaison providing informative expert subject matter regarding Sedgwick policies and procedures, and Quality assurance to ensure understanding
- Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
- Mentored junior analysts, fostering professional development while enhancing overall team performance.
- Improved company efficiency with the development of key performance indicators and tracking metrics.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Nurtured strong working relationships with agents, ensuring their needs were met while exceeding expectations on deliverables.
Sr. Analyst Quality Assurance Team
Verizon Wireless
12.2018 - 06.2019
- Facilitate, Lead, and collaborate with Supervisor staff and leadership in Center calibration sessions to improve overall quality improvement processes.
- Understand and accurately apply the 'Personalized Coaching' quality methodology
- Mentoring and coaching customer service agents, providing guidance and support on complex tasks
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
- Identified patterns and trends in large data sets and provided actionable insights.
Employee Corporate Engagement Consultant
Verizon Wireless
08.2015 - 10.2017
- Forecast, plan, track, develop, and publish monthly calendars and bulletin boards to encourage morale, participation, and cultural awareness among employees.
- Established community partnerships and coordinated onsite and offsite volunteer shifts, drives, 5 K walks, and mile stone receptions.
- Responsible for planning and executing yearly celebrations, and anniversaries; coordinated the Executive Visit lodging.
- Managed a yearly budget for 2500+ headcount; responsible for planning and executing End of year celebrations (Retirement celebrations, Employee milestones, Holiday events, gingerbread competition, and chili cook-off)
- Successfully created and produced an Employee Engagement Manual, effectively utilized by center as a guide.
- Planned and executed in house Trade shows, employee training on new products, and implementation of product knowledge.
- Liaised with employees, management, and community partners to better understand employee needs and trends to plan and execute appropriate events.
- Identified areas of improvement for center operations, implementing targeted solutions to increase productivity and employee morale and reduce attrittion.
Supervisor- Technical Support
Verizon Wireless
06.2014 - 08.2015
- Coach and develop employees to successful net promoter scores and choice monitoring success
- Collaborated With the Talent Acquisition Team to interview outside and internal candidates for New Hire Training
- Worked as liaison with executive leadership by developing and benchmarking absence management data
- Gain 'buy-in' from peers to increase team results by reducing unscheduled absences
- Participated in calibrations with the supervisor leadership team and quality consultant to ensure successful call monitoring
Supervisor- Customer Service
Verizon Wireless
07.2010 - 06.2014
- Driving performance to Entire Rep Performance and Rep Resolution
- Partner with training to onboard New-Hire representatives and acclimate to our center
- Implement and benchmark action plans to increase applicable performance to ensure representative success and reduce churn and employee attrittion.
- Provided coaching and feedback for quality monitoring, charges and credits review, and efficiency statistics
Education
High School Diploma -
Brookland-Cayce High School
Cayce, SC05-1990
Skills
- Quality assurance
- Customer service leadership and management
- Employee training
- Social media management
- Email, Chat and Direct Message support
- Talent Acquisition
- Absence Management
- Employee Morale and Engagement Consultant
- Corporate Event planning, lodging and trade show management
- Community liaison for corporate sponsorship and events
Profile Overview - Summary
35 years of successful experience in customer service leadership, Management, training, and support. Recognized strengths in problem-solving, engagement, influencing, and Corporate event planning. Excellent working knowledge of Google Suite, Slack, Microsoft Excel, WordPerfect, and Microsoft Word. Self-motivated team player acknowledged as Point of Contact for gaps in coverage with leadership and executive leadership absence. Flexible and versatile – able to maintain a sense of consistency under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Adaptable with proven ability to thrive in deadline-driven environments. Proven excellent team-building skills. Managed the company’s social media platforms, assisting with guests and homeowners.
Certification
Certified Professional Life Coach
Interests
Timeline
Senior Specialist and Corporate Escalations Manager
Vacasa, LLC
05.2023 - Current
Sr. Analyst Quality Assurance Team
Verizon Wireless
12.2018 - 06.2019
Sr. Analyst Absence Management -Center Operations
Verizon Wireless
06.2018 - 10.2020
Employee Corporate Engagement Consultant
Verizon Wireless
08.2015 - 10.2017
Supervisor- Technical Support
Verizon Wireless
06.2014 - 08.2015
Supervisor- Customer Service
Verizon Wireless
07.2010 - 06.2014
High School Diploma -
Brookland-Cayce High School
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