Anna Deluna Ferguson

Experience

1. Director of Operations

   Edovo

   Jun 2018 — Present

   My role as Director of Operations allows me to execute as a utility player, wearing multiple hats after a number of successful years serving in business development and customer success. Current roles include managing both our Account Management team and Customer Services team who provide the following services for our business-Project Management: successfully delivered over 150+ projects in 2022 -Training and Onboarding: delivered 175+ trainings customer onboarding -Delivered customer service for agency administration, paying members of the public, and incarcerated population advocates -Business Development Efforts: forecasting sales pipeline opportunities with both existing and net new customers through sales conferences, cold calling, marketing and brand efforts -Product Enablement: fostering \"superfan\" customers to help us drive future product iteration -Developed a customer resource portal for business development, support and customer engagement Throughout this role I have-Managed HR for the Operations team; job descriptions, interviewing, hiring activities and employee onboarding -Launched and implemented a new CRM for both service management and customer relations -Decommissioned a portion of our business; impacting 50+ customers with clear change management plans and execution -Developed nationwide Covid response plans leading to 3M+ free phone calls and 5M+ free text messages between incarcerated individuals and their loved ones -Member of the Leadership team involving: HR activities, planning and executing bi-annual company conferences, strategic vision, and company communication Previous Operations responsibilities have included-Change Management Department -Maintaining functioning operations and customer relations through an acquisition in 2018; successfully ensured customer retention, support and revenue commitments -Information Management Strategies

Skills

• Analysis
• Strategy
• Crm
• Microsoft Office
• Social Media
• Cloud Computing
• Leadership
• Enterprise Software
• Research
• Program Management
• Strategic Planning
• Salesforce.com
• Sharepoint
• Project Management
• Business Process Improvement
• Business Strategy
• Business Analysis
• Content Management
• Account Management
• Public Speaking
• Management
• Saas
• Team Building
• Enterprise Content Management
• Process Improvement
• Security
• Document Management
• Business Development
• Business Intelligence