Felecia Kinney

Experience

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  JCPenney

  Sept 1986 - Oct 1997

  Senior Merchandise Manager
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  Safeco Insurance

  Oct 1997 - Sept 2006

  Developed department vision and strategy based on corporate business goals, quality standards, processes, procedures, and policies for the Agency Services Operation. •Improved quality assurance results by 10% within the first six months of holding the position.•Oversaw a $4.0 M budget. Headed up the Central Region Call Center tactical operation, resource allocation, customer service, and expense management. •Guided a team of 4 supervisors and 55 Customer Service Representatives. Managed performance metrics, recruitment, staffing, and career development of supervisors and Customer Care Professionals. Show less Responsible for inspiring, leading, coaching, developing, and motivating a team of customer service representatives. Provided feedback and guidance for personal and professional growth. •Led a team of 15 Customer Service Representatives who assisted customers regarding claims first notice of loss, billing, and policy inquiries for Personal Lines insurance.•Analyzed call statistics, made recommendations for improvements, and implemented recommendations to ensure performance and quality standards were met.•Utilized leadership expertise to conduct interviews and annual performance evaluations.•Exceeded performance goals consistently; recognized as Top Performer.•Managed multiple projects successfully in addition to daily job functions. Show less

  • Call Center Site Leader/Agency Customer Service Manager

    Jun 2005 - Sept 2006

  • Agency Operations Unit Manager

    Sept 2000 - May 2005

  • Human Resources Generalist

    Oct 1997 - Aug 2000
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  Liberty Mutual Insurance

  Oct 2006 - Feb 2020

  Call Center Director/Customer Service Manager

  Strategically led, collaborated, and influenced across business units to ensure execution of key corporate objectives. •Led a team of 11 supervisors/Assistant Customer Service Managers for an inbound call center of up to 150 employees and contract workers to support the Independent Agent Insurance segment. Contributed to monthly Service Levels on target for a record-setting 3 plus years.•Developed skill-building modules and updated call center processes to improve efficiency. Reduced site Average Handle Time from 536 to 473 in a 12-month period.•Played a key role in the strategic growth and success of the Safeco Gold program. The program grew from $700 Million to $5 Billion in 5 years.•Motivated and developed effective leaders that executed management strategies to drive profitable growth. Generated over $10 million in new business premium over a 12-month period through site cross-sell efforts.•Created and managed national rewards and recognition programs to drive performance. Improved Employee Opinion Survey Engagement Score by 19% in two years because of a “people first” mindset and creating an inclusive environment through employee engagement.•Delivered exceptional service to customers and agents. Increased Customer Satisfaction Scores by 12% over a 12-month period and Net Promoter Score from 49% to 57% in a 2-year period.•Developed national New Hire Support program focused on reducing first-year attrition. Improved attrition from high 60’s to low 40’s for Gold Customer Operations. Show less

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  Just Go Travel Agency, LLC

  Aug 2019 - now

  Travel Agency - Owner

  Travel agent and event planner whose mission is to find the best deals and make your dreams come true by creating a memorable experience. Focused on customizing special events, weddings, honeymoons, and vacation packages based on your wish list to make your dreams come true. Our advantage to you is our personal touch and providing top-notch customer service.

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  Covered Insurance-Digital Insurance Marketplace

  Sept 2020 - Jul 2023

  • Head of Talent Assimilation

    Jul 2022 - Jul 2023

  • Head of Insurance Operations

    Sept 2020 - Jun 2022