Howard Ferguson

About Howard Ferguson

I have diverse experience from technical to supervisory. I have been in Operations both…

Experience

1. Associate Call Center Manager

   Famous Smoke Shop

   Jan 2017 — Present · Easton, PA, US

   Oversee day-to-day contact center operations and business planning, employee development, operational efficiency and service excellence• Analysis: ability to read and understand a wide range of reports concerning the performance of the contact center. Ability to perform basic analysis of data and statistical information from various database sources as it relates to performance and trends• Aids in setting and meeting performance targets for speed, efficiency, quality in order to meet internal SLA goals• A demonstrated ability to manage a diverse staff of up to 100 employees and floor supervisors• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale• Manage compliance and reporting for center operations including volume forecasting and staffing, client service commitments, budget, forecasted hours, actual hours, payroll, etc• Participate as a value-adding member of the management teamDemonstrated performance promoting standards of ethical and professional conduct.• Perform other related duties and assignments as required

Education

• Villanova University

  Certification

• Bryant and Stratton Business Institute

  Associates

Skills

• Business Process Improvement
• Forecasting
• Leadership
• Team Building
• Management
• Invoicing
• Team Leadership
• Billing
• Quality Assurance
• Customer Satisfaction
• Training
• Project Management
• Troubleshooting
• Telecommunications
• Analysis
• Customer Service
• Supervisory Skills
• Unix
• Problem Solving
• Operations Management
• Call Center
• Call Centers
• Contact Centers
• Vendor Management
• Crm
• Process Improvement
• Customer Relations
• Outsourcing