Jeanine Ferguson
Senior Project Manager @Inspiritec, Inc
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WORK HISTORY
Senior Project Manager @Inspiritec, Inc
Philadelphia, PA, US
Reports to CIO and CEO -versatile senior leadership role with the dual responsibility of leading outsource implementations and providing contact center managers direction, support, and accountability. • Implement all new clients ensuring that staff is hired and trained, applications are functional, Q/A programs measure and drive FCR, and weekly and monthly reporting are operational by predetermined go-live date.• Ensures multiple queues for different contact center programs are managed effectively: SLAs are achieved, and managers respond and resolve service level drops and interruptions in service.• Creates and implements standard operating procedures, work policies, and procedures to meet organization, regulatory, and client objectives.• Interview hires and develops managers.• Oversees knowledge bases and leads implementations for clients changing SaaS applications.• Proactively communicates with leaders and successfully manages change.• Identify, research, and resolve complex technical problems. • Ensures that the use of business intelligence applications enhances business decision-making capabilities help to identify RCA to improve training, quality, and performance management to drive results meeting client requirements.• Manages hybrid, remote, and in-office departments. • Work with the Program Director and her/his staff in preparing weekly status reports (and • meetings) and for the customer and monthly Senior Management Reviews.• Travels to various sites
EDUCATION
The Call Center School
Workforce Management Certificate, Call Center
Point Park University
MBA - Master of Business Administration , Business Administration and Management, General
Villanova University
Certification, Strategic Project Management
Keller Graduate School of Management of DeVry University
Master of Arts (M.A.), Human Resources Management and Services
Point Park University
Bachelor's degree, Psychology
ABOUT JEANINE FERGUSON
As a Senior Project Manager at InspiriTec, I leverage my 20+ years of experience and expertise in contact center management, consulting, and operations to lead and implement complex and diverse projects for various clients. I report to the CIO and CEO and oversee all aspects of project planning, execution, quality assurance, and reporting, ensuring that deliverables are met on time, within budget, and in compliance with regulations and standards.I also provide direction, support, and accountability to the contact center managers, ensuring that multiple queues for different programs are managed effectively and that service level agreements are achieved. I create and implement standard operating procedures, work instructions, and best practices to drive customer satisfaction, first contact resolution, and operational efficiency. I enjoy collaborating with cross-functional teams, stakeholders, and clients, and contributing to the continuous improvement and innovation of InspiriTec\'s contact center services.
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