Howard Ferguson Email & Phone Number

Whitrehall, Pa

Easton,Pa

Easton,Pa

Oversee day-to-day contact center operations and business planning, employee development, operational efficiency and service excellence• Analysis: ability to read and understand a wide range of reports concerning the performance of the contact center. Ability to perform basic analysis of data and statistical information from various database sources as it relates to performance and trends• Aids in setting and meeting performance targets for speed, efficiency, quality in order to meet internal SLA goals• A demonstrated ability to manage a diverse staff of up to 100 employees and floor supervisors• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale• Manage compliance and reporting for center operations including volume forecasting and staffing, client service commitments, budget, forecasted hours, actual hours, payroll, etc• Participate as a value-adding member of the management teamDemonstrated performance promoting standards of ethical and professional conduct.• Perform other related duties and assignments as required

Edison, Nj

• Manage a team of over 120 inbound call center representatives with 4 supervisors and 8 team leads averaging 8000-10000 calls a day with an average handle time of 5 minutes per call• Accountable for customer escalations and concerns via mail, e-mail, and telephone to identify and resolve customer issues using a help desk team of approximately 20 Customer Service representatives• Ensure proper recruitment, training, staffing and technology to handle call volume and contractual requirements• Monitor training needs and ensure proper CSR education occurs • Monitor employee performance standards, and take appropriate corrective action in order to meet standards• Oversee a well-executed call monitoring process that ensures a high level of call quality• Ensures the generation and analysis of daily, weekly and monthly reports to be used by management and clients to assess and improve the operations• Work with Senior Management to drive system and process improvement and development of short and long-term business and strategic plans and organizational structure within the Call Center

Wind Gap, Pa

• Oversee day-to-day contact center operations and business planning, employee development, operational efficiency and service excellence• Analysis: ability to read and understand a wide range of reports concerning the performance of the contact center. Ability to perform basic analysis of data and statistical information from various database sources as it relates to performance and trends• Aids in setting and meeting performance targets for speed, efficiency, quality in order to meet internal SLA goals• A demonstrated ability to manage a diverse staff of up to 100 employees and floor supervisors• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale• Manage compliance and reporting for center operations including volume forecasting and staffing, client service commitments, budget, forecasted hours, actual hours, payroll, etc• Participate as a value-adding member of the management teamDemonstrated performance promoting standards of ethical and professional conduct.• Perform other related duties and assignments as requiredThrive as a team player in a fast-paced, high-energy, change-oriented environment

Wilkes-Barre, Pa| 18702

• Manage to and achieve client business requirements as outlined in customer service agreement. • Manage day-to-day helpdesk customer support function. • Manage and insure adequate staffing levels. • Schedule and insure adequate support coverage among helpdesk staff. • Supervise helpdesk technician’s performance. • Foster and develop a ‘partnering’ relationship with helpdesk and clients. • Responsible for meeting and exceeding client service levels. • Monitor and insure the timely completion of all request or problems. • Ensure that reference library and documentation is available and properly maintained. • Generate daily management call statistics and reporting. • Monitor call performance. • Document standard operating procedures pertaining to the helpdesk operation. • Facilitate staff meetings. • Provide ongoing training of helpdesk staff. • Ensure effective communication among other support groups within the department and company. • Serve as project manager when appropriate. • Assist in technician quality assessment • Administer performance reviews. • Administer and maintain accurate attendance records. • Participate when necessary in client conference calls. • Manage call escalation processes. • Manage overtime forecasting and schedule adjustments as required to ensure adequate coverage. • Work with Accounting and Human Resources

• Manage forecasting and schedule adjustments as required to ensure adequate coverage• Manage and insure adequate staffing levels• Schedule and insure adequate support coverage among helpdesk staff• Document standard operating procedures pertaining to the helpdesk operation• Ensure effective communication among other support groups within the department and company • Manage to and achieve client business requirements as outlined in customer service agreement

Bethlehem, Pa

Supervisor - eCommerce PMG Quality Control (2008-2013)Supervise a team of highly trained and motivated quality analysts and documentation specialists. Responsibilities include: • Quality for Provisioning and Inbound • maintaining Quality SLA across multiple centers and programs. • Calibration sessions to ensure continuity between quality analysts. • Reporting to both internal and external management. • Documentation >>> Procedural write-up across multiple programs. >>> Guides >>> Advisories/Spotlights • Oversee all escalations >>> All escalations (internal, Client) are fielded and researched with response within 48 hours • Ensure agent certification.Production Control Supervisor - Level 3 Helpdesk (2006-2008)Production control Supervisor of Level 3 Helpdesk escalations program providing real time supervision of processing agents with core responsibilities as follows:• Ensure RIP and MTTR SLA attained• Provide direct supervision of Helpdesk floor agent resources.• Ensure HelpDesk Ticket quality meets customer satisfaction• Maintain daily Aged tickets.Operations Supervisor - eCommerce (2004-2006)• Manage 6 Call and Data Centers and over 250 Agents and Team Leads.• Respond to executive and customer status requests• Responsibilities include meeting all agreed call center SLA’s and KPI’s• Involved in all key performance indicators within the call center.• Mentor new agents when needed.• Makes system, process, and customer account related suggestions for improvement • Compile, analyze and present data reports.• Analyze weekly and monthly trending. • Provide concise, updated documentation of information pertinent to customer base.

Bethlehem, Pa.

• Coordinate startup operations of Cellular Company in Southern PA.• Oversee customer support issues related to cellular mobiles, rate plans, and accessories.• Liaison between customer and vendor, ensuring that issues that arise with either billing or service are met expediently and to the customer’s satisfaction

Warren, Nj

Project Manager (1999-2002)• Proven track record of project completion on or before deadline while maintaining high customer satisfaction. • Successful at vendor negotiations. • Past track record of project completion on or before deadline while maintaining high customer satisfaction.Translations Engineer (1996-1999)• Translations support on both Lucent ECP/5ESS and Motorola EMX switches which included implementation of new features such as Talk Dial.• Responsible for programming in Shell Script, C++. These programs automated mass changes in the varied databases.• Second tier technical support of Lucent UNIX based platforms (switch/omp) as well as MS/DOS based personal computers.• Worked with marketing and management to ensure proper implementation.• Training of switch personnel. Engineer, switching (1992-1996)• Responsible for upgrades, installations, troubleshooting and maintenance on both Lucent 5ESS/ECP and Motorola EMX switches.• Programming such items as DAC and Voice Mail systems.• Hard wiring cross connects.• Administration on UNIX based and Windows bases computers.

Arlington Heights, Il

Cellular Field Engineer (1990-1992)• Directly responsible to oversee installation of Motorola EMX switch, Motorola cell sites, and Peripherals. • Supervised a group of highly skilled technicians. This included being involved in hiring new personnel, scheduling and reviews.• Worked with project management, marketing and the customer to ensure the switch was installed in a timely manor and met all expectations.• After implementation was the technical expert who trained the customer, troubleshot problems.Systems Engineer (1984-1990)• Pre/post software support for Motorola’s Unix based microcomputers.• Installation and troubleshoot Unix based software and communications i.e. SS7, HDLC.

Certification, Project Management

Associates, Computer Science