John Mcferron Email & Phone Number

Chesterfield, Mo, Us

Greater St. Louis Area

Greater St. Louis Area

Princeton Nj

Durante Ok

Mid-Michigan Region

Managed WideOpenWest’s Mid-Michigan customer service support center located in Potterville, Michigan through transitional period resulting from acquisition of Broadstripe LLC. Directed 60-person team responsible for inbound and outbound customer service, sales. collections and customer retention.Key Achievements: Implemented tiered agent promotion structure, new lead program and modified wage scale to minimize year-to-date employee turnover to 6.5% during critical transitional period.  Eliminated outsource vendor saving Company $20K per month in support expense.  Managed team through billing system conversion as well as customer phone, high speed data and email migrations and multiple new product launches with minimal impact on customer service or customer churn.

Greater St. Louis Area

Directed Broadstripe’s sales, churn, fiscal operations and budgeting programs for 3 regions serving approximately 90,000 residential customers. Managed 80 seat company customer service center and twelve person centralized dispatch operation. Co-managed fifty employee, 30,000 customer region based in Washington during search for regional vice president of operations.Key Achievements: Launched customer service representative incentive program and sales training initiative which increased overall sales by 12 percent and the sales close rate by 28 percent during 3 month period. Negotiated new direct sales contracts and managed program launch in two regions which directly increased local customer sales by 83 percent.  Implemented multiple initiatives in company call center and 3 regional offices thereby reducing customer churn by 14 percent during the first two quarters of 2010. Renegotiated collections contract with 3rd party vendor thereby reducing company costs by 16 percent. Also launched equipment recovery program with same vendor which is expected to reduce capital requirements by over $2M over 12 month period.

Directed Suddenlink’s Customer Service program including all facets of customer sales and technical support, oversight of company contact centers, and vendor management of 3rd party call center facilities and technology support providers. Formalized company-wide customer satisfaction survey process. Key Achievements: Managed unprecedented growth from one contact center with 120 employees to five facilities with over 1,200 employees during 16-month period.  Revamped company IVR, quality management and Call Miner technology across five contact centers generating improved customer service scores of 11 percent in 12-month period. Renegotiated 3rd party vendor contract for high speed data and telephony support resulting in an annualized savings of $500,000.

Accountable for corporate budget process for cable operations in four regions serving 18 states with annual revenues of $270 million. Directed field business managers in preparation of financial forecasts and projections, managed company collections process, conducted system operational audits and initiated implementation of internal control procedures.Key Achievements: Headed project management team and led field due diligence group in $2.5B corporate acquisition. Closed unnecessary regional office resulting in a company realignment thereby saving the company $600,000 in annual expenses. Revamped poorly functioning contact center increasing operational efficiency and sales performance while reducing operating expenses by 9 percent. Outsourced internal advertising sales business increasing annual company cash flow by $200,000.

Vice President of Financial Operations, Western Division 2002 to 2003Directed financial operations, financial reporting and management information services for two million customers in six states. Monitored the accounting, budgeting and forecasting for 30 separate ledger entities with budgeted revenue of $1.3 billion. Reviewed monthly system financial statements for accuracy and proper reporting. Completed variance analysis and trend reports for distribution to executive management team.Key Achievements: Standardized collection policy and renegotiated contracts saving the division $1.8 million in expense. Eliminated operating expenses of $1.5 million from duplicate divisional and regional staffing.  Implemented rate standardization program increasing revenues by $600,000.

Greater St. Louis Area

Conducted tax compliance, consultation and research for corporations, partnerships, estates, trusts, foundations and individuals as well as supervision of staff accountants.

Master Of Accountancy, Accounting

Activities and Societies: Alpha Kappa Psi

Education record