Felicia Jones Vice President Call Center Operations True Incentives
True Incentive, a Florida-based company that provides incentive based direct marketing solutions to the Vacation Ownership, Vacation Membership, Financial, Telecommunications, and Auto industries has named Felicia Jones to the position of Vice President Call Center Operations.
Felicia comes to True Incentive from the airlines’ industry and, with that, a background of vast call center experience. A Certified Scrum Master (SMC), she has held positions of leadership for the past 20 years, including steering a project team to open a new contact center in Singapore.
True Incentive is known for delivering product innovation and quality service to B2B clients. With a growing presence in online and face-to-face retail applications, the company offers its clients a dynamic online catalog of incentive products such as land vacations, cruise vacations, and airfare designed to impact a company’s marketing and sales objectives.
As VP of the Call Center, Felicia will manage her team remotely from Tampa, FL. Most of her employees have been home-based long before the pandemic.
“Our role is on the fulfillment side of the business within Customer Service Network Group CSNG, the B2C arm of True Incentive. True Incentive certificates are used by 1,000s of consumers each year. With the pent-up demand for travel, we are seeing a steady pick up of bookings. This month we’ve seen a substantial increase in certificate registrations. The growth in our cruise opportunities is equaling that of the year before Coronavirus hit,” says Felicia.
According to Clayton Gring, President of True Incentive and CSNG, “With the lifting of travel restrictions we are extremely busy. Our electronic fulfillment process is seamless and fast which adds to the ease of use, helping us increase our volume. Felicia spent a number of years handling customer claims and warehouse operations for American, and she knows how to train and incentivize call center agents to drive performance and support retention.”
We offer a wide array of incentive-based products, but it is our ability to apply the right incentives in an integrated marketing context that distinguishes True Incentive. We utilize incentives in combination within various direct marketing channels to build brand awareness, encourage customer loyalty, and most importantly, increase response rates and revenue. True Incentive’s direct marketing solutions are designed to integrate incentives across media platforms and use the proper combination of print, face-to-face, telesales, cellular, web, email, and video to communicate your message. Integrated marketing communications create stronger, multi-faceted strategic messaging that builds brand awareness, customer loyalty and most importantly, improves response. For more information visit www.true-incentive.com
About Customer Service Network Group
CSNG has a robust online servicing platform that enables users to register, validate and redeem promotional incentives. By having an in-house Contact Center, CSNG is able to provide our clients with exceptional customer service call support, reservations, and fulfillment services. The common goal of helping our clients maintain exceptional relationships with their customers unites our team of talented and motivated travel service professionals.
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