Felecia Smith

Vice President Customer Experience

Professional Overview
Felecia Smith is an accomplished customer experience professional with over 20 years of diverse experience in the technology and business process outsourcing industries. As the Vice President of Customer Experience at Lantern, she is responsible for leading the strategic development and execution of innovative customer-centric initiatives that drive enhanced engagement, satisfaction, and loyalty.

Experience Summary

Current Role
In her current role as Vice President of Customer Experience at Lantern, Felecia is responsible for overseeing the end-to-end customer journey, ensuring seamless interactions and delivering exceptional service. She has implemented data-driven strategies to optimize processes, enhance customer self-service capabilities, and drive continuous improvement across the organization. Under her leadership, Lantern has experienced a 15% increase in customer satisfaction and a 12% reduction in customer churn.

Career Progression
Prior to her current role, Felecia served as the Director of Customer Experience at Lantern, where she successfully led the transformation of the company's service delivery model, resulting in a 20% increase in first-call resolution and a 25% reduction in average handling time. Before that, she held various leadership positions at Conduent, including Sr. Director of Service Delivery/Global Operations and Service Delivery Manager, where she spearheaded the implementation of robust quality assurance systems and process optimization initiatives that improved operational efficiency and customer satisfaction.

Academic Background
Felecia holds a Bachelor of Science degree in Business Administration from the University of Texas at Austin, with a concentration in Operations Management.

Areas of Expertise

• Customer experience strategy and execution

• Contact center and service delivery optimization

• Quality assurance and continuous improvement

• Talent management and team building

• Data-driven decision making and analytics

Professional Impact
Throughout her career, Felecia has been recognized for her strategic vision, innovative problem-solving, and ability to drive tangible business results. She has been a key contributor to industry events, sharing her expertise on customer experience best practices and emerging trends. Felecia's commitment to excellence and her passion for delivering exceptional customer service have positioned her as a respected leader in the customer experience field.

Conclusion
With her extensive background in customer experience management, Felecia Smith is a driven and results-oriented professional who consistently delivers transformative solutions that drive customer loyalty and organizational success. Her strong leadership, strategic mindset, and deep industry expertise make her a valuable asset to Lantern and a respected voice in the customer experience community.