Felicia Eddy is a seasoned professional with extensive experience in workforce management and contact center operations. Currently serving as a Professional Services Planning and Design Analyst at RingCentral since October 2022, Felicia previously held the position of Contact Center Workforce Manager at El Rio Community Health Center from August 2020 to October 2022, where key achievements included the implementation of the Nice CXone call center application and management of workforce staff. Prior experience at Sears Holdings Corporation/Transformco spanned from March 2011 to April 2019, during which Felicia successfully implemented IVR processes, managed multiple projects, and coached agents across various international locations. Educational background includes an AA in General Studies from De Anza College.
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