Analise Ferguson

Analise L. Ferguson BBA 47 Coral Gables Drive, Independence City, Gregory Park P.O., St. Catherine-- Career Objectives To motivate and shape the mind of individuals, young persons in particular, whilst building a successful and fulfilling career as a Business professional. Experience Senior Specialist- Quality (Microsoft) April 2016 to October 2018 Sutherland Global Services Maintain healthy working relationship with agents and colleagues with the aim of creating a relaxed and healthy work environment Conduct daily coaching sessions to facilitate skills transfer so as to meet client requirements in Key Performance Indicators (KPI). Identify business needs, resolve issues, and meet expectations of the client and company Create and carry out action plans geared at improving Key Performance Indicators Monitor and manage performance and service quality to guarantee customer satisfaction Keep management updated by relaying important and accurate information in the form of timely and accurate reports Impact the bottom line by producing solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations Subject Matter Expert (Microsoft) February 2016 to April 2016-Sutherland Global Services Establish and maintain communication with team members, while managing performance and service quality to guarantee customer satisfaction Assist agents in resolving escalated cases Increase participation in work related activities, and promote positive attitudes Support the team by maintaining superior knowledge of products and policies; ensuring consultants have the knowledge, skills, and tools to perform well Customer Service Associate (Microsoft) August 2015 to February 2016 - Sutherland Global Services Deliver amiable, efficient and professional solutions for customer inquiries via online chat. Document interactions with customers in a manner that helps the company to prevent future problems where possible. Provide multiple solutions so that customers receive the best one to solve their individual problems. Maintain broad knowledge of company products and services. Participate in meetings and activities held to improve customer satisfaction and hence business performance. Customer Service Supervisor (Amazon) June 2014 to August 2015 - Xerox ACS Assist agents in developing behaviours that lead to the maintenance of excellent KPIs. Monitor the team’s performance to ensure they match up to company standards Help with training and development intermittently Maintain records on agents’ and teams’ performance Engage in weekly coaching sessions with agents on negative and positive trends, with the aim of reducing the negative and increasing positive behaviours Handle complaints (from both staff and customers) Report to senior management / personnel when required Customer Service Associate (Amazon) October 2013 to June 2015 - Xerox ACS Deliver prompt, friendly and professional solutions for customer inquiries via online chat and phone. Provide excellent customer service to improve customer experience. Offered multiple solutions so that customers received the best one to solve their individual problems. Maintain broad knowledge of company products and services. Participate in meetings and activities held to improve customer satisfaction and hence business performance. Co-Chairman of UTech Marketing Seminar 2010/11 October 2010 to March 2011 Created a plan for the seminar body to be undertaken collaboratively by seven committees (total 130 members) Created agendas and chaired executive and general body meetings weekly Made formal presentations to the seminar body regarding our targets and progress Managed the progress of the seminar body to ensure targets (financial and organisational) were met Worked alongside committee  chairpersons to ensure goals were set and  worked towards by the entire group Coordinated a community service project to enable the seminar group to give back to society Generated reports on each fundraising event and the entire seminar planning and execution Collaboratively lead a team in organising the Media Launch of the UTech Marketing Seminar Sales Associate June to August 2008 – Universal Orlando Resort, Orlando, Florida Received in-depth training on customer service Provided customer service to guests before and when needed Operated cash register and ensured that store was correctly stocked throughout the day Encouraged visitors to the store to make purchases Education University of Technology, Jamaica September- Bachelor of Business Administration Major in Marketing and Minor in International Business Successfully complete courses in Research Methodology, French, Accounting, Financial Management, Statistics, Selling Strategies and Practices, Strategic Marketing Management, Consumer Buying Behaviour, Marketing Communication, Decision Science, International Business, Business Management and International Management, International Human Resource Management among other Business related courses. St. Andrew High School for girls September 2001-August 2007 CXC-CSEC General Proficiency Level Obtained Distinctions in English Language, Spanish and Principles of Business, Credits in History, English Literature, Mathematics, Biology and a Pass in Chemistry CXC-CAPE General Proficiency Level Obtained Distinctions in Communication Studies, Spanish (Units 1&2), Sociology (Unit 2) and Economics (Unit 2), a Credit in Sociology (Unit 1) and a Pass in Economics (Unit 2) Certificates and Accomplishments TMU (Team Manager University) certificate Trained as an Interview Specialist for Microsoft Program at SGS Lean Six Sigma Training (Yellow Belt) Training in Microsoft Outlook, Excel, PowerPoint and Word Co-Chairman of UTech Marketing Seminar 2010/11 Interests/Hobbies: Helping individuals to determine the best direction to take with their lives Reading and listening to books about self-development and leadership Travelling (in and out of the country) References: Mr. Michael Dixon Team Manager – Sutherland Global Services Phone:- Mr. Marcel Taylor Senior Team Manager – Sutherland Global Services Phone:-