Analise Ferguson

With over 7 years of experience in customer service, I am a well-rounded individual with different skills and experiences which will be of benefit to the next team which I have the privilege of joining. Throughout the years, I have worked in different areas of customer service. As a customer service agent I provided best-fit solutions to customers by chat, phone and email. I have also worked in the capacity of a Team Lead and also Quality Analyst, with the aim of coaching agents around best practices, leading to increased productivity and meeting of company KPIs. I am ready to join another team and to add value to that team in the best way possible.

Regarding my educational background, I hold a Bachelor of Business Administration, with a major in Marketing and a minor in International Business. As a result, I am able to view business processes from a multi-dimensional perspective, with an understanding of the importance of the customer service experience in retaining customers and hence growing a business, and I also have first-hand experience with resolving customers’ issues by way of phone conversations, chat or instant messaging conversations and email interactions.

Having had the opportunity to lead a team of about 15 agents, this helped me to become more appreciative of the value of personal relationships with team members, and also the need to be empathetic with customers who feel that they are at their breaking points due to their experiences with a product, service or company overall. Leading a team of customer service agents helped me to deliver better customer service myself.

Working as a Quality Analyst for the duration of 2 years and 7 months was a very rewarding experience for me. I was able to benefit from formal training in relation to Microsoft Word, Excel and PowerPoint, which enabled me to perform my duties-which included daily reporting, in an efficient manner. Moreover, it was very gratifying to be able to assist the members of the Phone and Chat teams to hone their customer service skills and to align themselves closer to the KPIs which our clients had week over week. In coaching agents, I myself had the realization that any information which one could need can be found once the right searches were done in the right areas. This combination of auditing, reporting, planning and coaching helped me to develop and even great love for the customer service arena.

Additionally, I was able to receive training as a Team Manager whilst service as a Quality Analyst, as my managers saw where I could excel in this area and would be an asset to the company in this way. During that time, I also received training as an Interview Specialist, where I learned about interview styles and techniques, as well as how to read interviewee’s body language to properly gauge their responses. It was a great experience being able to hand select agents who would join the team, based on skills which some had and the potential in others.

I look forward to speaking to you in greater detail about how I can use my skills and experience for the betterment of your organization. I also look forward to growing with a team and having a mutually beneficial relationship.