You can think of this website as a look into my CX Journey.
I’ve worked at a lot of fun companies — from OpenSea, Gorillas, Better Mortgage to Squarespace, and I wanted to share some things I’ve done in the Customer Experience world.
Feel free to skip ahead and go to my resume here.
OpenSea is the first and largest marketplace for NFTs. Don’t know what an NFT is? Well, most people didn’t… I took on the challenge to come in and help educate them, and scale the CX team to keep up with the volume.
But, hiring didn’t stop there. I built and managed all of our Internal Customer Experience agents, our 230K+ member community Discord, outsourced BPO provider, Training, Knowledge Management, Quality Assurance, and Product Ops, Analytics, Trust and Safety (Antifraud, Copyright and Content Moderation) teams as well. Whew!
My team achieved some incredible things. From reducing our first response times from 35 days to just 6 hours, solving close to 60k tickets per month, achieving an 85% or higher CSAT rate, just to name a few.
I sat on the US Management Team, where I was hired pre-launch to oversee and build the US CX department, as we geared up for hyper-growth in the US market.
I created and owned all training, coaching, forecasting and budgeting, data and analytics, SOP documentation, career progression pathways, and any additional elements needed to run the department.
I struggled a lot in school, I simply just learn differently. Today, I consider that my superpower. I’m really passionate about finding creative ways to educate, and really nothing makes me happier than to see someone finally “get it.”
I joined to build out their Written Communications team. Live Chat has always been my jam, and I built a great team who guided borrowers through the lending process. Also, not to brag, but I got the highest score in the company when getting my mortgage license — I missed just once question!
I quickly learned what it meant to “wear many hats” in the start-up world. Not only did I lead the CX team, I also created training materials for over 300+ dog (and customer) obsessed members, worked directly with the founders to develop product launches, built our social media following and learned to raise my hand for any task to add to my tool belt.
At Squarespace, I fell in love with Customer Experience. I didn’t intend to build a career in CX (I went to school for Art Direction!)
I took the role at Squarespace in the CX department thinking it would be my stepping stone to something else, but it ended up being my island.
As a member of the Quality Assurance team, I learned how to give effective feedback, coached team members who were underperforming, and read data — lots, and lots of data.
I really believe this role is what set me up for success in the CX world. I became obsessed with training and documentation, learned how to manage teams and know how to set a high bar for quality.
You can read more about my story and journey into Customer Experience on a blog I was interviewed for here.
“Under a fast paced, chaotic environment, Felisha showed tremendous poise and positivity that made an impact on the entire organization. Felisha strikes the right balance between operating autonomously and knowing when to reach out for input. She is comfortable with using data to make decisions and is an empathetic people manager.
Most important, she’s an all-star person and is somebody I hope to work with again. ”
“Absolutely one of the best people I have ever managed. Felisha’s attitude is an infectious burst of positivity, optimism, and willingness to learn. She’s willing to take on tasks outside of her conventional job description, as evidenced by her eagerness to prepare and host the All Hands Meeting weekly. Felisha has a deep understanding of customer experience and customers often commented on how valued they felt using our service. She’s extremely organized and hires very well. I hope to work with her again in the future! ”
“Felisha is among the brightest and most versatile colleagues I’ve ever had. There is no project too large and no task too small. She is a thoughtful and empathetic business leader who prioritizes customer experience above all. A magnet for other colleagues, building team support and company culture comes as second nature to Felisha. I can’t recommend her enough..for any position in any discipline. I’m convinced she can do it all. ”
Experienced executive with a background in building, scaling, and leading both outsourced and internal customer experience teams at early-stage and hyper-growth companies.
Hands-on cheerleader with a passion for developing egoless and compassionate teams, and building world-class performing cultures where employees love to work. Motivated by providing surprisingly delightful interactions that create happy and loyal customers.
Director of Marketplace Operations
OpenSea
Oct 2021 to present
Executive team member reporting directly to CEO, driving strategic vision for support operations
Scaled Marketplace Operations from 10 to 160+ staff in 6 months, overseeing and launching CX, BPO, Training, Knowledge Management, QA, Product Ops, Analytics, and Trust & Safety
Launched global 24/7 BPO partnership, growing from 0 to 130 agents; managed contract negotiation, training, quality programs, and daily operations, resulting in 60k tickets solved monthly
Drove implementation of AI tools, including a user-facing bot (90% conversation involvement, 75% answer rate, 50% deflection, 30% resolution, 85% CSAT), an internal agent assistant (80% suggestion utilization), and an AI-powered Voice of Customer tool adopted company-wide, significantly enhancing support operations and driving data-informed decision-making
Optimized forecasting process: Reduced costs by $1.6M annually, decreased cost per ticket by 50% while improving key support metrics
Eliminated 40k ticket backlog; improved first response time from 35 days to <6 hours and resolution time from 28 days to <3 days
Boosted CSAT from 40% to 87% and achieved 98% agent QA score through implementation of internal quality program
Spearheaded company internationalization, launching support in 7 languages
Revamped Zendesk experience: Redesigned help center (2.5M+ monthly views), optimized automation flows and submission forms, reducing ticket volume and improving data quality
Led migration from Zendesk to Intercom: Imported 1M+ tickets, designed conversation workflows, created 500+ macros, built 100 data dashboards, and redesigned automated processes
Collaborated on developing comprehensive Trust & Safety policies for Content Moderation, Anti-fraud, and Copyright protection
Head of Customer Experience, US
Gorillas
May 2021 to October 2021
Served on US Leadership Team, leading CX department build-out for hyper-growth phase in the US market
Rapidly scaled CX operations: Recruited, hired, and trained high-performing team of 10 within 8 weeks, reducing live chat first response time from 30 minutes to 47 seconds
Spearheaded end-to-end CX infrastructure development: Established training programs, forecasting models, budgeting processes, data analytics frameworks, and SOP documentation
Led global Zendesk implementation: Developed 30+ automations for optimized live-chat routing, 300+ macros, and nearly 2000 tags for enhanced data reporting
Launched Voice of Customer program, facilitating cross-functional collaboration and actionable customer insights
Managed change during organizational restructuring, ensuring smooth transition of operations and knowledge transfer
Chosen to lead weekly company all-hands meetings, fostering an engaging work culture during rapid growth phase
Laid off with the majority of US team, to focus on EU market
Head of Written Communications
Better Mortgage
April 2020 to May 2021
Led launch and management of company’s first customer experience live chat and email communications team
Oversaw 15 employees, managing 11k+ monthly interactions with a 95% CSAT score
Implemented AI-driven solutions, reducing email response times from 26 hours to 45 minutes and chat response times from 3 minutes to 41 seconds
Developed 100+ macros and utilized chatbots for intelligent triage, streamlining workflows and enhancing efficiency
Spearheaded data-driven initiatives, collaborating with Analytics leadership to derive actionable insights and address process bottlenecks
Led cross-functional projects with Operations, Product, and Marketing teams to develop data-driven features
Designed and implemented comprehensive agent training programs, focusing on technical skills and product knowledge
Managed end-to-end program lifecycles, ensuring alignment with organizational goals
Head of Customer Experience
Barkly
Feb 2018 to April 2020
Joined as company's fourth hire, architecting and scaling the customer experience department from ground up in 0-1 startup environment
Increased agent utilization rate by 50% through automated ticket routing and dynamic resource allocation
Reduced required agent touches by 60% by developing a comprehensive self-service knowledge base
Spearheaded data-driven CX strategy, consistently achieving NPS scores of 72+ quarter-over-quarter
Scaled and managed high-performing CX team, recruiting and developing 300+ customer-centric members
Led cross-functional collaboration initiatives, aligning CX with product launches and company strategy
Created comprehensive content strategy including UI copy, transactional emails, and support messaging
Managed end-to-end program lifecycles for CX initiatives, including Zendesk implementation and knowledge base development
Quality Assurance
Squarespace
Feb 2015 to Feb 2018
Contributed to large-scale support quality assurance program, evaluating 100+ weekly customer interactions
Supported data-driven improvements in support operations, maintaining detailed records and compiling reports for management
Participated in cross-functional initiatives to enhance support quality, including training needs identification and policy audits
Provided performance feedback and coaching to 25 agents, focusing on CSAT and first-contact resolution improvement
Contributed to data analytics efforts, identifying areas for process optimization and agent development
Supported scaling of support operations, adapting processes for growing team and increasing interaction volume
Promoted culture of excellence and continuous improvement, ensuring alignment with company voice and ethos
Creative Advertising - Art Direction
Virginia Commonwealth University
2014
Hi, I’m Felisha. I’m from the middle of nowhere Virginia, now living in Denver, Colorado. However, after a decade in NYC, I like to say I’m still a New Yorker. I’m a mom, a dog lover, an artist, a book reader and a secret nerd. Want to work together? Contact me below.
