Conor Ferguson Email & Phone Number

Toronto, ON, CA

Toronto, Ontario, Canada

As a Senior Operations Coordinator, I manage larger accounts to ensure a high level of flyer accuracy is delivered. This involves process and account management for a number of popular retailers across the United States and CanadaMy other responsibilities as a Senior Coordinator include working on team and department wide projects such as our Customer Data.

Toronto, ON, Canada

As an Operations Coordinator, my job is to ensure the highest level of flyer accuracy for a number of retailers across the United States and Canada. This requires a high level of detail and ability to manage many different processes within strict timelines.

County Dublin, Ireland

• As a researcher, I was responsible for the planning, execution, and presentation of research projects as requested by various teams in the business. This involved moderating kick off sessions with relevant stakeholders.
• Moderated and un-moderated usability testing to assess usability of both current and new products and features on desktop, mobile, and in-store
• Competitor usability benchmarking to assess user perceptions on how fast Paddy Power and Betfair mobile apps are versus top competitors
• Tree-jack testing to assess the effectiveness of new and proposed information architectures of Betfair mobile apps
• In-field observations and interviews in Paddy Power betting shops to understand how customers interact with our various in-store products

• My responsibility as a CX Specialist was to identify key customer pain points by analyzing contact center data, reviewing Google Analytics and transactional data to understand the full effect of these customer pain.
• Responsible for a Bet Settlement Issues project focused on reducing one of the company’s largest contact drivers, and to improve the customer experience when a bet settlement issue occurs. Delivered a two-day workshop.
• Created a quarterly insights project, namely “Project Sherlock”, aimed at identifying and solving 3-5 key customer pain points initially focusing on Payments related pain points. Recommendations currently in development
• Managed a “Future Fifty” project to coincide with the launch of the Paddy Power Skill for Amazon Alexa, focusing on rewarding loyal customers with an Amazon Dot. Responsible for managing the full project, primarily.

• I joined Paddy Power as part of their Graduate Programme that consisted of rotating to various teams around the business every four months. Upon completion of my fourth rotation, I successfully acquired a permanent.
• Delivered a competitor analysis of five key customer journeys for Paddy Power Betfair, revamped our current Voice of the Customer Report based on feedback from Commercial Teams, managed multiple knowledge share.
• Delivered Go To Market Plans for key sporting events including The Open, The USPGA Championship, and Rio 2016. This involved analysing YoY performance, creating communication plans, and collating competitor analysis.
• Responsible for game content selection and delivery for Games, Casino, Live Casino, & Poker channels. Managed the testing and releasing of IMS (Back-end) & Desktop/Mobile Clients (Front-end) for Casino, Live Casino, &.
• Responsible for new slot game delivery for Paddy Power Games, which involved managing the testing process of new content with an external testing provider

Dublin, County Dublin, Ireland

Responsible for coordinating the Internship Programme in Accenture, working with Senior Managers and Managing Directors for feedback on Intern performance

Postgraduate Degree, Digital Marketing, 1.1

Activities and Societies: SEO, PPC, Social Marketing, Email Marketing, Display Marketing, Content Marketing, Strategy and Planning

Bachelor'S Degree, Marketing, 2.1

Activities and Societies: During my studies I have had the opportunity to develop a social media campaign for a real company as part of.

Leaving Certification

Activities and Societies: Was awarded with an All-Round Best Effort Award, The Liam McManus Bursary Award, and the School Sports Star.