Customer Service Manager

R ON FERGUSON

*** ******* *** **. #***

Collierville, TN 38017

901-***-**** e-mail: ************@***.***

PROFESSIONAL SUMMARY

SENIOR MANAGER with 20+ years leadership experience and proven abilities in analyzing

situations, presenting information, making decisions and initiating action. Recognized for team

building skills including motivating, training and coaching to develop relationships, both internal

and external to provide customer focused service.

QUALIFICATIONS

Data research & analysis Budgeting & resource management

Information technology management Client relationship management

Inbound telephone support center Coaching, motivating, training

Employee supervision & development Customer service needs assessment

Management information systems Program/Project management

Needs analysis & assessment Quality management

Performance management Workflow analysis & design

PROFESSIONAL EXPERIENCE

Stratas Foods/Kelly Services 8/2008 – present

Market Service Coordinator 8/2008 – present

Responsible for handling all customer contact received by telephone, fax and e-mail. At request

of sales representative, provide current market quotes on items such as soybean, corn and cotton

seed oils that are in cooking oils provided by Stratas Food Services. Once quote is agreed on by

customer, calculate freight, complete contract and enter data into SAP.

Valocity/Kelly Services 2/2008 – 6/2008

Sr. Customer Service Representative 2/2008 – 6/2008

Responsible for supporting assigned appraisers in completing reports on time and correctly by

following up on order status, answering questions and contacting the lender for additional

information. Analyze appraisers profile and based on needs of client would select the

appropriate appraiser. During the process, would update the client on any status changes on

orders to minimize inbound calling and facilitate meeting closing deadlines.

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BenchMark Realtor and Mortgage 11/2003 –2/ 2008

Affiliate Broker/Mortgage Loan Officer 2003 – 2008

Real Estate agent for BenchMark Realtors, providing assistance to clients selling their current

home and/or buying a new home. Also as a Mortgage Loan Officer, broker the best loan for

buying or refinancing their home.

In July 2007, I achieved the Accredited Buyer Representative (ABR®) designation. The ABR®

is the benchmark of excellence in buyer representation.

ACS/City of Memphis 10/2002 –9/2003

Manager, End User Services (Help Desk) 2002 - 2003

Groups Managed at ACS:

Call Center – responsible for all first and second level problem resolution.

Desktop Engineers - responsible for all software/hardware installation and repair.

Managed call center analysts and desktop engineers for ACS to provide "hands on" expertise to

assist customers in problem resolution. Analyzed data from phone and problem tracking systems

to move call center analyst as needs were required. Results: If first call resolution were not

possible in call center, desktop engineers would be dispatched to customer. Customer

satisfaction measurements for ACS/City of Memphis were maintained at 95%.

Managed project to implement a daily management review meeting to analyze and discuss

outages/issues and scheduled changes since the previous meeting. Results: Agenda developed

to follow at daily meeting that resulted in more timely resolution of outages/issues affecting City

of Memphis employees.

Corporate Compliance Officer 2002 – 2003

Improved relations between ACS and the city of Memphis by analyzing and negotiating service

level agreement conflicts. Results: During my eleven months, negotiated conflicts to “win -

win” resolutions that had persisted during the previous 2 years of the contract.

International Paper, Memphis, TN 3/1989 –12/2001

Manager, Support Technology (Help Desk) 2000 – 2001

Groups Managed at International Paper:

Call Center Operations – Responsible for first level problem resolution.

Problem/Change Management – Responsible for changes to all computer operation systems.

Responsible for finding “root cause” for all operation problems.

Operations Support – Facilitate processes and activities supporting Data Center Operations.

Support Technology – Implement and support processes to other data centers and groups across

International Paper.

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Automation Support – Responsible for automation product that support the data center.

Managed the help desk site transition of two International Paper acquisitions, Union Camp

Paper and Champion Paper, to International Paper’s central operation site in Memphis, TN.

Results: Over ten help desk sites across the country were transitioned to a single customer

service process at the central site in Memphis. Data from each remote location was analyzed to

ensure when the move was made to the central site, no loss of service was noticed. Customer

satisfaction for current and new customers maintained at over 5.50 (scale of 6) during and after

transition.

Implemented weekly meeting to determine how our Information Technology Call Center could

best meet other business group’s needs. Results: Additional requests to solve problems and

strong relationships built across all business groups.

Initiated action to improve efficiency of two call centers within 3-month period by

implementing same processes and problem-logging tools. Results: After analyzing the work

load, duties were shared more effectively and support issues addressed more efficiently and

timely.

Manager, Information Technology Customer Support (Help Desk) 1993 – 2000

Managed call center analysts and desktop engineers for International Paper to provide "hands

on" expertise to assist customers in problem resolution. Results: If first call resolution were not

possible in call center, desktop engineers would be dispatched to customer. Customer

satisfaction measurements for International Paper were maintained at over 80%.

Managed change management coordinators and process to ensure unscheduled downtime was

eliminated. Results: Regular meetings were held to allow groups to analyze and discuss changes

before implementation to better schedule, reduce software rollbacks and implementation

conflicts.

Managed project to analyze, develop and implement a “Customer Service Process” for

International Paper. Results: Over 50,000 internal IP employees provided feedback before and

after the process was implemented. Overall customer satisfaction rate increased from 2.6% to

5.54% (scale of 6).

Managed project to analyze, develop and implement a “Change Management Process” for

Information Technology at International Paper. Results: All International Paper Information

Technology employees (worldwide) educated and trained to follow the new process for all IT

changes. Weekly meeting to review and approve changes resulted in less problems due to better

planning.

Managed project to analyze, develop and implement a “Problem/Incident Management Process”

for Information Technology at International Paper. Results: All International Paper Information

Technology employees (worldwide) educated and trained to follow the new process. Daily

morning meeting implemented to review and find “root cause” to eliminate further occurrences.

Managed project to upgrade a mainframe change/problem tracking system (CA-Netman) to a

PC based change/problem tracking system (CA-Advance HelpDesk). Results: All International

Paper Information Technology employees trained to use the new product which provided a more

user-friendly method of logging changes and problems.

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Analyzed and Improved each measurable area IT Call Center at International Paper by

following methodology to combine people skills, improve processes and technology. Results:

Call abandon rate dropped from over 20% to 4%. First contact resolution rate increased from

25% to over 50% in less than three months. Average call length from ten minutes to four

minutes. Overall customer satisfaction rate increased from 2.6% to 5.54% (scale of 6).

Established systematic on-going communication with all levels of management to demonstrate

continuing improvements implemented in call center. Results: Changed perception of call

center at International Paper from “Helpless Desk” to “Value Added” part of the organization.

Managed project team that developed a “self-service” web site allowing customers to log their

own issues. Analyzed data from customer survey asking how to provide quicker and better

service. Results: Provided better customer service and empowered to control resolution of their

issue and customer satisfaction greatly improved.

Managed project to implement an IVR system to the call Center. After analyzing survey results,

found that users checking on ticket status and user password resets were a couple of the “self

service” items that were implemented. Results: Provided better customer service and

empowered to control resolution of their issue and customer satisfaction greatly improved.

Managed project to implement a daily management review meeting to analyze and discuss

outages/issues since the previous meeting. Results: Agenda developed to follow at daily

meeting that resulted in more timely resolution of outages/issues affecting City of Memphis

employees.

Consolidated PC Helpdesk and Legacy Helpdesk then cross-trained employees in each

responsibility area. Results: Improved overall efficiency with quicker, more effective service.

Automation Support, Information Technology 1989 – 1993

Established weekly meeting to communicate upcoming software changes across business groups

throughout United States. Results: Avoided scheduling conflicts by placing better controls for

application and system changes. Received the International Paper “Customer Service Award”

for strengthening communications efforts across the company.

Managed project to consolidate SAS, (Statistical Analysis System), from four IBM Mainframe

systems to one system. Results: Provided education and technical assistance to internal IP

employees. Over 30,000 SAS users updated options in their reports with minimal issues.

Federal Reserve Bank of St. Louis, Memphis, TN 1/1971 –3/1989

Manager of Data Processing (Help Desk) 1983 – 1989

Groups Managed at Federal Reserve Bank:

Data Center Operations – 24 x 7 computer operations support.

Electronic Sorter Operations – 24 x 7 check sorted support.

System Support – All hardware and software that supported the data center.

ACH – Electronic transfer of data to other Federal Reserve and Commercial banks.

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Managed project for Federal Reserve Bank Branches of St. Louis (Memphis, Little Rock and

Louisville) to implement a Check Processing System (Fedchex) developed in-house for DOS

VES Systems. Results: Provided education and technical assistance to all three branches for a

smooth conversion.

Formed software review board at Federal Reserve Bank for check software for DOS/VSE

environments. Results: Improved overall efficiency, minimized risk, and reduced support cost.

Programmed all application programs in DOS/VSE Assembler language environment.

Various Responsibilities 1971 – 1983

Responsibilities include Computer Operator, Check Sorter Operator, Application Programmer,

and Systems Programmer.

EDUCATION

Business Major University of Memphis Memphis, TN

Management/Technical State Technical Institute Memphis, TN

Management/Supervision American Institute of Banking Memphis, TN

Multiple Systems and Software Experience including, but not limited to:

DOS/VSE Nortel (phone system) Scheduler

DOS/VSE – ICCF Meridian ACD CA7

DOS JCL Edify (IVR) Unicenter TNG

MVS Microsoft Office Lotus Smart Suite

MVS JCL Microsoft Exchange GroupWise

TSO OPERA Magic

SAS (MVS) NETMAN Symposium Call Center

Assembler Advanced Helpdesk SAP

COBOL 3890 SCI Coding Endevor

Visio

PROFESSIONAL ACHIEVEMENTS

Past President of Memphis Chapter of American Institute of Banking, achieved “Joseph

Chapman” award by steering the Memphis Chapter in making the most significant improvements

out of 600 plus chapters nationwide.

Past President of NETMAN User Group International.

Past Board Member of Help Desk Institute, Memphis Chapter.

Past Board Member for International Order of Rainbow Girls, Collierville TN.

Tennessee State Board Member for International Order of Rainbow Girls.

Current Board Member for International Order of Rainbow Girls, Bartlett TN.

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