Ron Ferguson Email & Phone Number

SENIOR MANAGER with 30+ years leadership experience and proven abilities in analyzing situations, presenting information, making decisions and initiating action. Recognized for team building skills including motivating, training and coaching to develop relationships, both internal and external to provide customer focused service. Over thirty five years working and management experience in data analysis, application support, systems support, customer support and Quality Control groups. Fifteen years of my experience has been managing Customer Service/Call Center's with International Paper, City of Memphis/ACS and Memphis Branch, Federal Reserve Bank. The previous five years at Stratas Foods, responsible for internal and external customer sales activities (contracting, pricing, market information). Also focus on both an assigned Book of Business and cross-functional support other co-worker’s customers. There is a high concentration on pricing and cost analysis.Worked with IBM to implement their Systems Management Framework Design methodology in International Paper's IT Customer Service. IBM’s methodology is very similar to ITIL’s methodology of delivering cost and process efficiencies through best practice standards. By following this methodology, I managed a team of 90 employees to analyze and improve 3 processes, Customer Service, Change Management and Problem Management.Past President of Memphis Chapter of American Institute of Banking, achieved “Joseph Chapman” award by steering the Memphis Chapter in making the most significant improvements out of 600 plus chapters nationwide.Past President of NETMAN User Group International.Past Board Member of Help Desk Institute, Memphis Chapter.Past Board Member for International Order of Rainbow Girls, Collierville TN.Tennessee State Board Member for International Order of Rainbow Girls.Current Board Member for International Order of Rainbow Girls, Bartlett TN.Specialties: > Data research & analysis> Information technology management> Inbound telephone support center> Employee supervision & development> Management information systems> Needs analysis & assessment> Performance management> Budgeting & resource management> Client relationship management> Coaching, motivating, training> Customer service needs assessment> Program/Project management> Quality management> Workflow analysis & design

Listed skills include Process Improvement, Program Management, Cross Functional Team Leadership, Management, and 25 others.