Customer Service / Call Center Quality Manager

When you have the chance, please check out my Linkedin profile. Here’s a quick review of some of my work experience: • My last position was the Supervisor - eCommerce Quality Control. I’ve had several years experience supervising a team of highly trained and motivated agents, quality analysts and documentation specialists which included delivering associate orientation, training, performance reviews, and development of agents. • My job was to monitor call volumes, average handle time, and agent level quality through trending reports. • Part of my responsibilities was reporting key performance indicator tracking and quality performance which included site and individual level tracking and any other customer required reporting. • I have multiple years of client management experience dealing with such companies as AT&T, Dell and Apple. • My responsibilities included meeting all agreed upon customer SLA’s and KPI’s • Effective verbal / written communication and negotiation skills • I have advanced computer skills which include Excel, Word, and PowerPoint. • Advanced capabilities in analyzing problem trends through reports, etc. Please keep me in mind if you do have anything that you feel may mirror my qualifications. Thank you in advance for your time. Sincerely, Howard Ferguson 610-570-4224 http://www.linkedin.com/pub/howard-ferguson/2/390/2b2

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