Felicha is a dynamic operations executive and customer experience strategist with a track record of transforming service delivery into a competitive advantage. With leadership roles at Charter Communications, Comcast, and Cardtronics, she has overseen teams of 400+ and supported thousands of frontline technicians—driving measurable improvements in customer satisfaction, SLA performance, and employee engagement. A PROSCI-certified change leader, Felicha is passionate about creating customer-centric cultures, developing empowered teams, and using data-driven insights to elevate the end-to-end experience. At the Customer Support Summit, she brings a powerful perspective on aligning operations with the evolving expectations of today’s customer.