Felicia Williams

Felicia Williams is an accomplished executive with extensive experience in call center operations and workforce management. Currently serving as a Senior Director at Zillow since March 2020, Felicia has effectively led various operational roles, including Director of Partner Support and Workforce Planning. Prior experience includes a Senior Manager position at A Place for Mom, and a Workforce Manager role at Blueprint Consulting Services, where responsibilities included forecasting staffing needs and implementing scheduling models. Felicia's tenure at Puget Sound Energy involved strategic management of call centers with significant P&L responsibilities, while earlier roles at Universal American Corporation encompassed overseeing call center operations and ensuring compliance with regulatory standards. Felicia holds a Bachelor of Arts in Communications from the University of South Alabama.