Alicia Fluellen has served as the Director of Operations for Community Outreach in Action since its inception. As a Sr. Director of Global Consumer Services at Equifax, Alicia brings to the organization 17 years of operational management, strategic and tactical planning, large team management, customer service, vendor relationship management and outsourcing arenas. She is a highly accomplished leader who is able to motivate a work force to sustain high levels of productivity, quality customer service and accomplish challenging goals. Her most notable accomplishments include but are certainly not limited to: Successfully launching multiple outsource on-shore and off-shore large contact centers both domestic and internationally. Creating and implementing Standard Operating Procedures to be followed by 650+ seat contact centers globally regarding the handling of consumer’s credit files in accordance to the Fair Credit Reporting Act/FACTA. Successfully developing and implementing a Governance Program to be followed by all contact centers for various Business Units both on the domestic and international front, and consistently reducing operational expenses annually through the design and implementation of an organizational reengineering and various LEAN efforts through financial, operational, customer and employee analysis.
Alicia earned her undergraduate degree in Business Administration from Georgia State University. She has also received the following certifications: Green Belt Certification in LEAN, Graduate- Leadership Clayton class of 2002 and a Registered Neutral, Georgia Office of Dispute Resolution.