Felicia is a seasoned professional with extensive background in managing contact centers across diverse industries. She is currently the Head of APAC Contact Center Operations at The LEGO Group. With a keen focus on operational excellence and customer-centric strategies, she has led multicultural teams through intricate changes in today’s complex global landscape. Her dedication to driving employee motivation and engagement has resulted in high-performing teams that consistently exceed expectations. Her customer-oriented approach has enabled her to implement innovative strategies for service enhancement while optimizing resources effectively. As a leader, Felicia is known for her ability to inspire and empower others, fostering a culture of continuous improvement and operational efficiency. With dynamic insights and strategic vision, Felicia offers valuable perspectives on leadership, team dynamics, and customer experience in the modern business landscape.