Mark Ferguson Email & Phone Number

Berlin, Germany

Berlin, Germany

Leading the Customer Service teams in the International (non-DACH) markets including UK, Netherlands, Sweden, France and Spain. Responsibilities include the KPIs of all our channels like telephone, tickets and WhatsApp as well as pre-sales specialisms. Supporting my people through regular coaching 121s and daily meeting updates which is essential in an agile environment such as ours. Running the team through WFM, creating the rota and intraday planning to optimise the team's operational performance.

Berlin, Germany

Guiding patients through the processes, advising of how the service works and promoting the benefits of our products and services. Answering patient enquiries via telephone, email and WhatsApp chats. Providing excellent service and high quality of interactions. Process improvement feedback and introductions of better ways of working allowed me to develop into the Lead role.

Berlin, Berlin, Germany

Successful patient manager and treatment coordinator. Helped 100's of patients open their eyes and minds to affordable treatment options through medical tourism. Built bespoke package options for each patient through empathetic approach to explore their needs, means and concerns. Feedback provided from my patients was overwhelmingly positive due to my high level of care, attention and ability to explain all information in an easy to understand and jargon-free way.Actively suggested new processes & improvement to the current processes and I was also an inbound project specialist who handled all inbound traffic via WhatsApp, telephony, email, FaceBook and Instagram. I created templates for general enquiries as well as distribute workload of leads to the rest of the team.

Glasgow, United Kingdom

Further promotion to Team Manager in Vodafone's director's office for Consumer fixed line and broadband services. I lead a team that investigate and resolve high-level customer complaints; VIP, CEO, urgent, accessibility, bereavement, celebrities, MPs/ politicians among others. Our collective of teams are affectionately named the 'Relentless Resolvers'.This role is high level due to working on behalf of Nick Jeffrey, Vodafone UK CEO-Team Management-Team leader-Call quality calibration (Level 2 accredited)-HR meetings/ investigations/ disciplinary-SOP design and implementation-Scheduling & Forecasting-Real-Time Analysis-Compliance-KPI - Performance and delivery-Incentivesbeginning to develop towards senior team lead-Operational Management-KPI reporting to senior management-RDO

Various

Following an excellent track record as a transition specialist, I was promoted to Transitions Manager and overseen the upscaling and upskilling of new teams in a variety of locations and was proud to be an ambassador and leading floor support teams in the following locations:-Delhi (Webchat) FIS-Cairo (Telephony) Vodafone Egypt-Newcastle (Telephony) Convergys-Newark (Telephony) Vodafone UK-Glasgow (Social Media)In this role, I reported to various members of operational management and senior management and have various testemonials from them about how effective I was within this role and how my function played a huge part to the operation's ultimate success.Driving KPI PerformanceKPI ReportingChange ManagementDesigning Strategic Training MaterialsDelivering Additional TrainingCoach-The-CoachCall Calibrating

Glasgow, United Kingdom

Exceeded expectations during this opportunity -was actively involved in the Grad-Bay during the upscaling of the operation within the Glasgow Office:-Floor Support-Additional training provision & delivery-Driving KPI's-Coaching-Calibrating call quality-Basic HR procedure and policy

Glasgow, United Kingdom

Customer care and tier one technical support for Vodafone UK's consumer fixed line and broadband services: -Frequently top 5 NPS champion across the operation. -Diagnostics, -Complex billing problems, -Customer care Developed skillset/ function to:-Process specialist -SOP design and change -Cross-department liaison

Glasgow, United Kingdom