Journey to a “Combined Workforce” Talent Solution
In 2019, SHRM embarked on a journey to deliver a more customer-centric, best-in-class service and support experience to members and customers. Join Felix Massey, as he shares critical steps in implementing a combined workforce talent strategy; and the results of building a successful, award winning, Customer Experience (CX) operation for SHRM. Could the combined workforce talent solution be right for your organization?
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Felix Massey
With more than two decades of Human Resources corporate leadership, Felix Massey, SHRM-SCP, has provided innovative “people solutions” and HR best practices for small to mid-size organizations in industries to include: consumer services, aviation, retail, entertainment, and distribution for Blockbuster Entertainment, Paramount Parks, G2 Secure Staff, LLC and HomeTeam Pest Defense. Felix studied Business Management at University of Louisiana; received Management Leadership certification from Center for Creative Leadership. Felix joined SHRM as a corporate employee in 2018 as Director, Field Services (SE Region) and in 2019 became Sr. Director of Customer Experience.
At SHRM, Felix oversees and leads a virtual and outsourced customer experience operation which supports and propels SHRM’s customer centricity and growth strategies. Creating and sustaining a world-class omni-channel platform, accomplished via the efforts of a diverse team of virtual agents residing in 16 countries. The Customer Experience team is charged with providing swift resolution to customer/member inquiries, and driving revenue growth through new customer acquisition, retention, and higher engagement.
Felix lives in Arlington, TX with his wife, Cecelia and son, Bryce. You can contact Felix at felix.massey@shrm.org; LinkedIn: linkedin.com/in/felixmassey; Twitter: @SHRMFelix.