Registration for INCLUSION 2023 now open!

Speaker

Felix Massey
Senior Director, Customer Experience
SHRM
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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; and has been a national member of the Society for Human Resource Management (SHRM) for more than 12 years.  Felix joined SHRM as a corporate employee in 2018 and serves as Senior Director of Customer Experience (CX). 

SHRM drives social and economic change in the workplace and fosters mutually beneficial work environments that serve both business and employees.  The society has a record 310,000+ members in over 165 countries who impact the lives of more than 115 million workers worldwide each day. 

At SHRM, Felix provides oversight and leadership of a virtual and outsourced customer support center operation which propels SHRM’s audience-centricity and growth strategies, accomplished via the results of a team of virtual CX Agents residing in 16 countries.  The CX team is charged with providing swift resolution to customer/member inquiries, and driving revenue growth through new customer acquisition, retention, and higher engagement.  In addition to running a world-class omni-channel virtual platform, constantly exceeding success metrics, to ensure the highest customer/member satisfaction, he drives servicing support of an elevated membership, Executive Network.  Felix is responsible for SHRM data management and data integrity, management of the ebb and flow of seasonal needs to support SHRM products, events and the appropriate prioritization, staffing, and budgets of the Customer Experience (CX) team.    

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.