Michael Ferguson Email & Phone Number

Chicago, Illinois, Us

Foster City, California, Us

· Responsible for North America Technical Support for $900M/year book of business; also responsible for Global Customer Care· Grew the organization 3x and promoted dozens of team members into cross functional departments· Responsible for Knowledge Management processes that contributes to >20% contact deflection rate· Achieved >92% customer satisfaction ratings within the sites managed· Drove cross functional initiatives with Dev, Sales & Support to have a stronger end to end customer experience and increase renewal rates· Facilities site lead for over 100 personnel

Austin, Texas, Us

· Responsible for North America technical support for $600M/year book of business· Initiated and led multiple targeted customer success initiatives such as customer training, customer journey mapping, high touch onboarding and self service· Created a global customer success team responsible for strengthening customer engagement, finding expansion opportunities and securing renewals· Led the rollout of Knowledge Centered Support that led to >10% contact deflection rate in year one· Achieved highest customer satisfaction ratings within the sites managed (90%)· Facilities site lead for over 100 personnel

San Antonio, Texas, Us

· Responsible for $20M/month book of business· Utilized Lean Methodology to deliver projects that led to churn decrease, net revenue retention growth and NPS increase· Drove double digit cloud & dedicated hosting revenue growth (20% growth in 2014)· Achieved lowest churn numbers ever within the SMB segment (1.8% for the full year)· Attained the second highest overall NPS score within the company for 2013

Round Rock, Texas, Us

• Responsible for multi-site P&L• Led team of over 500 customer service & order processing agents (Twin Falls, ID; Hyderabad, India; Panama City, Panama; Porto Alegre, Brazil; Round Rock, TX)• Led teams that book & process billions in revenue annually• Drove ‘Lean’ methodology & culture into call center environment; Lean change agent • Attained highest customer satisfaction scores among all Dell customer service sites worldwide• Drove operational excellence by increasing productivity metrics, decreasing cost and raising customer satisfaction scores• Developed and exported key management talent to other Dell sites worldwide

Round Rock, Texas, Us

Services Marketing Manager (July ’02-Oct ’03) • Responsible for SMB Services P&L of $400M/yr • Worked with a sales force of 300 telesales & account executives responsible for delivering the $400M• Delivered key marketing programs & initiatives to drive 40% year over year growth• Regularly met with CXO level executives to discuss Dell’s services value proposition • Responsible for sales force training in services• Recognized as the services organizations Most Valuable Player in Q4’ 2002Professional Services Sales Manager (Nov ’03 – July ‘06) • Managed a professional services sales team with P&L responsibility of $45M/year• Achieved YoY growth of 75% while the overall business grew at 18%• Consistently overachieved quarterly quota • Managed partner relationships with key professional services partners• Proven relationship selling skills at the CXO level • Successfully established a pipeline of candidates to on-board in future quarters as the team expands• Provided opportunities for team growth and continued education through frequent service partner training sessions

Houston, Texas, Us

• Launched the global rollout of Compaq’s PC Lifecycle Solutions initiative • Managed key services within PC Lifecycle Solutions, including, PC Custom Configuration Service, Product Change Notification, Software Image Management, and Manageability Software • Generated over $120M of revenue through PC Custom Configuration Service• Exceeded customer usage projections for Product Change Notification (over 900 major accounts worldwide using the website in less than 1 year)• Trained sales teams on how to effectively sell ‘beyond the box’ PC services and solutions• Responsible for Solutions and Services market and competitive research

• Responsible for the agency business plan and P&L with regards to client satisfaction and revenue growth. CTS is a $4M/yr agency specializing in technology advertising• Produced over $1 million in revenue from new accounts• Managed customer relationships with large semiconductor industry accounts, namely ST Microelectronics, ASML, Speedfam/IPEC, Semy Engineering and Nimtec• Developed marketing communication plans for several CTS clients• Responsible for semiconductor market analysis and research for CTS clients

Mba

Ba, International Relations & Russian