Adam L. Ferguson, Mba Email & Phone Number

Sycamore, Illinois, United States

Recruited to implement the strategy, business development, and operational management of the organization with responsibility for Lending, Retail Branches, Contact Center, HR, IT, and Marketing Departments.• Pioneered the development and roll-out of a member-centric animated series based on ICCU’s AI virtual agent, Ava Answers, escalating community and education outreach and related services for younger members. Future installments will feature Ava answering questions directly from children in the community.• Led the implementation of an online chat support solution with co-browsing capability for website and online banking platforms resulting in 24/7/365 support for questions, assistance, and an improved service experience.• Managed the redesign and build of a bilingual (English/Spanish) website featuring appointment scheduling capabilities and a platform to enable people to join the credit union online.• Introduced the point-based Member Rewards program that includes service charge waivers, cash back, and special products and services access to encourage members to use ICCU as their primary financial institution.• Launched the Incentive Referral program to support ICCU’s membership growth strategic initiative. Referring members receive a monetary incentive and new members earn increasing incentives based on their engagement in the cooperative (direct deposit, debit card transactions, etc.).• Oversaw creation of a comprehensive employee onboarding and training program resulting in improved retention and a 50% reduction in teller transaction reversals.• Spearheaded the $600,000 remodeling project of ICCU’s two largest branches, completed on time, under budget.

Sycamore, Il

Founded the company, created the business plan, designed marketing materials, and performed all business functions.• Provided detailing services for over $9 million worth of cars in its nine year history.

Bloomingdale, Illinois, United States

Recruited to develop and execute the strategic IT business plan for continuous system improvement.• Upgraded the enterprise resource planning system to realize sales growth from $6.3M (2016) to $19.8M (2019)• Managed the implementation of an electronic data interchange integration to an enterprise resource planning system resulting in a 25% increase in gross revenue.• Implemented a customized sales quoting tool that reduced quote response time by 75%.

Dekalb, Illinois, United States

Recruited to implement and support software applications, manage vendor relationships, and provide budget oversight.• Supervised the successful implementation of an electronic medical records system in a 12- physician practice with multiple locations. The new system increased the quality of patient care, streamlined processes, and qualified for a multi-million-dollar government incentive program.• Recruited, managed, and developed a 14-member, multi-disciplinary team of Systems, Business Intelligence, and Clinical Informatics Analysts.

London, United Kingdom

Promoted to develop and execute the strategic IT business plan and lead the Business and Systems Analysts team.• Procured a new CRM system and website to support a regulatory requirement designed to drive transparency in the premium rate phone-paid market, resulting in the registration of 4,000 providers in 75 countries.Data Analyst (2008-2010)Recruited to maintain data warehouse, create standardized reporting suite, and provide business intelligence support.• Implemented an intelligence sharing process with UK mobile network providers which reduced customer complaints by 77%.

St Louis, Missouri, United States

Oversaw integration facility operations and implemented ISO-certified production procedures. Recruited and developed a 15-member team of Integration Technicians and Engineers.Contributed to the functional design of a new, flagship, multi-million dollar integration technology center to increase accuracy and volume of systems built; the resulting benefit was lower IT deployment costs for customers.

St Louis, Missouri, United States

Created and maintained departmental reporting deliverables and developed software applications.Developed data entry scripts to automate manual posting of large, bulk insurance payments into the billing system, resulting in an increase in speed of entry by a factor of 10 while providing 100% accuracy. Designed and implemented a web-based IT helpdesk ticketing system that guided the users through a series of questions to either enable self-service or triage the ticket to the appropriate support person; the result was a reduction in calls to the IT department and improved customer service.

Master Of Business Administration (M.B.A.)

magna cum laude

Bachelor’S Of Music, Classical Violin Performance