Customer Service Manager

Margaret Ferguson

Chicago, IL *****

************@*****.*** - 773-***-****

Seasoned and accomplished Product Management & Marketing Professional with demonstrated success building cutting-edge technology and services products and brands. An innovative product development and market analyst with exceptional management capabilities. Result-driven professional with 18+ years of experience defining products and services for new and existing product lines. Areas of expertise include Agile SDLC, process implementation, client relationship and retention, vendor and project management. Authorized to work in the US for any employer

WORK EXPERIENCE

Director, Product Management

National Tax Search, LLC - 2013 to 2016

Evaluate opportunities to add to and improve service and technology portfolio. Served as interim CTO to support operations while continuing to drive strategic initiatives. Lead initiative to build FloodQ, a SaaS platform, disrupting the flood zone determination market.

• Created and continue to manage two-year strategic technology roadmap to upgrade existing platforms.

• Lead definition of internal and customer facing SLAs to measure quality and reduce liabilities 20%.

• Build and sustain client relationships, ensuring best-in-class customer service resulting in a 95% retention rate

• Evaluate build/buy/partnership opportunities to deliver the highest quality product to our users. Managed third- party vendor relationships for IT managed services, software architecture, and Agile product requirements.

• Conduct product and services demonstrations to high-value prospects with total revenues of $2MMDirect all marketing and advertising budgeting, procurement maximizing NTS' exposure to the real estate, mortgage and banking industries resulting in 50% growth over 2.5 years.

• Led Agile transformation with development, QA, and BA resources. Director

National Tax Search, LLC - 2009 to 2013

Provided operational and strategic guidance to treasury and payment functions with responsibility for all customer funds and tax transactions.

• Administered a team of seven processing over 100,000 tax records totaling $3.5 billion in tax payments

• Advised and implemented all department policies, including investment strategies, electronic/ACH payment controls

• Reduced department error rate to less than 0.003%

• Designed improved workflows and documented department policies and procedures for operations and client vendor audits.

• Implemented 6 new customers with interfaces and controls for treasury services, including bank accounts, funding mechanisms and audit controls.

• Drove process improvements from 15% automated payments to 40% of all payments made by the department

• Designed internal audit controls for Sarbanes-Oxley Act certification Director

National Tax Search, LLC - 2002 to 2009

Led day-to-day operational and long-term strategic technology initiatives to improve automation and increased online client service solutions.

• Launched brand new TaxQ, platform, an industry first SaaS client portal to provide real time online access to client accounts.

• Served as client liaison for new feature requests, definition, user acceptance and release

• Defined requirements and priority for all network systems enhancement, maintenance and support.

• Implemented help-desk and support triage processes for all network and technology related issues for internal and external users improving response time SLAs by 50% Department Manager

National Tax Search, LLC - 2000 to 2002

Directed a team of five analysts reporting taxes for 50% of the United States.

• Designed and implemented Standard Operating Procedures to manage property taxes for all clients improving throughput by 30% and accuracy 10%.

• Performed User Acceptance Testing on new delinquent tax database generating $1m in new revenue and saving clients $30m in potential liability.

Tax Analyst

National Tax Search, LLC - 1999 to 2000

Researched mortgage documents and legal descriptions to accurately identify all tax parcels and tax agencies

• Met aggressive deadlines gathering and reporting on taxes

• Swiftly answered all client related questions relating to taxes Assistant to COO

Chicago, IL - 1998 to 1999

Colangelo Synergy Marketing, Chicago IL 1998 to 1999 Colangelo is an integrated marketing services firm for well-known consumer goods brands. Assistant to COO

• Converted payables and receivables from manual bookkeeping to system-based accounting

• Implemented standard intra-departmental requests for all departments for travel and expenses

• Day-to-day management of COO's meeting schedule and deadlines EDUCATION

Bachelor of Arts in Business Administration & Theater Augustana College - Rock Island, IL

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