Bob Ferguson Email & Phone Number

Canada

Saint John, New Brunswick, Canada

Commissionaires is Canada’s largest private sector employer of veterans and the only national not-for-profit physical security company whose mandate is to provide meaningful work to ex-military personnel, while providing our clients with quality service at competitive rates.

Carmel, Indiana, United States

Responsible for identifying, spearheading and enhancing business models, developing product, technology and service innovations that enable growth; drive post-launch product growth through monetizing strategies. Accomplishments include:> Expanded capability maps for Salesforce Service Cloud to diversify across several business units> Conceived transformative digital collaboration platform to foster global innovation> Reimagined and launched a enterprise approach to customer experience delivery> Recognized for cross-functional influence, collaboration and engagement to achieve goals

Carmel, Indiana, United States

Appointed by President to lead integration of recently acquired company in addition to existing responsibilitiesAccomplishments include:> Assigned as the operations lead for due diligence ahead of phased acquisition> Post-acquisition led successful onboarding and integration of a phased acquisition while also driving strategies to realize synergies and drive revenue/margin growth globally> Spearheaded the development of new business model and strategic plan for acquired brand

Carmel, Indiana, United States

Led strategies to drive business growth through improved customer and channel experiences. Accomplishments include:> Appointed by President as executive lead of “World Class Experiences”, RCI’s global customer experience strategy:> ROI/IRR target exceeded by 30% > Led vision and capability mapping to drive innovation, transformation and top-line growth through simplification, personalized experiences and added customer value > Global Salesforce Service Cloud strategy and development lead developed focused on omni-channel sales & service capability with text and chat, improved customer experience in case issue resolution, personalized the experience through a 360-degree view of the customer driving $9.0MM in chat sales and $2MM in annual contact center savings > Improved Net Promoter Scores (NPS) +16%

Carmel, Indiana, United States

Based in Indianapolis, led people, process and tech strategies to transform 15 global contact centers, servicing 4MM+ members in 30+ countriesAccomplishments include:> Relocated from Canada to US to design and develop global contact center and talent transformation strategies; led planning, technology innovations, business process optimization and change within organizational behavior drivers> Enhanced business process and technology initiatives to drive contact center sales and service strategies including upgrading telephony platform, globalizing of performance and incentive management platforms and initiatives to increase “trading power protection” resulting in ongoing incremental revenue generation of $12MM> Launched Center of Excellence including analytics platform creating 1st time visibility to global channel performance> Chosen by President to lead two culturally-sensitive assignments resulting in the successful consolidation of RCI’s Pacific (AUS/NZ) and Asia business operations into its Singapore location as well as the unwinding and repatriation of a Japan-based franchise relationship

Saint John, New Brunswick, Canada

Based in Saint John, tapped to drive change management and business readiness of global contact centers in preparation for significant technological and product enhancements while ensuring key business objectives and results were achievedAccomplishments include:> Significantly increased digital transaction mix from 15% to 50% within 24 months and realized substantial operational efficiencies (footprint consolidation) while creating new revenue streams.> Led planning, coordination and business readiness globally to consolidate business processes from multiple platforms into a new single system resulting in $10MM in annual operational expense savings

Saint John, New Brunswick, Canada

Based on Saint John, Canada headed up North America Member Servicing P&L responsibilities for generating $500MM revenue, managing departmental operating budget of $60MM while servicing 3.5MM customers in United States and CanadaAccomplishments include:> Led the development and implementation of a new Sales & Service Excellence training across the North America member services organization to optimize contact center engagements with members> Restructured/optimized the servicing division by introducing blended skill capabilities driving efficiencies and cost savings for the organization> Introduced web-advocacy compensation structures to push member web adoption> Through various efficiency initiatives, was able to maintain profitability during economic downturn

Saint John, New Brunswick, Canada

Lead the B2C Sales and Service delivery organization for the North America region of RCI, a division of Wyndham Worldwide.

Saint John, New Brunswick, Canada

Responsible for RCI WEEKS Member Services for North America

Saint John, New Brunswick, Canada

Responsible for Saint John Canada servicing location and its contributions to the achievement of financial and contact center results for RCI North America

Greater Toronto Area Metropolitan Area

Greater Toronto Area Metropolitan Area

Greater Toronto Area Metropolitan Area

Dartmouth, Nova Scotia, Canada