Holly Ferguson
Lewisville,TX
Summary
Results-driven professional with 5+ years of experience in social media compliance, customer service, and team leadership. Proven expertise in resolving complex issues, optimizing workflows, and delivering results in fast-paced environments. Highly skilled in conflict resolution, technical support, and team management, with a focus on driving success and exceeding business goals.
Overview
12
12
years of professional experience
Work History
Team Member
HTeaO
Carrollton, TX
05.2025 - Current
- Provided outstanding customer service in a dynamic beverage setting.
- Ensured cleanliness and order through consistent maintenance.
- Collaborated on opening and closing tasks to support team operations.
- Enhanced upselling opportunities by marketing seasonal drinks.
Content Moderation
Genpact
Richardson, TX
03.2018 - 03.2023
- Monitored and reviewed user-generated content to ensure compliance with platform policies and guidelines.
- Investigated and resolved 500+ reported issues, maintaining a 99% accuracy rate in content decisions.
- Led a team of 10 moderators, ensuring adherence to KPIs and achieving monthly performance goals.
- Identified and addressed workflow inefficiencies, improving moderation efficiency by 15%.
Travel Agent
American Express
Dallas, TX
05.2015 - 03.2018
- Managed travel arrangements for over 200 customers monthly with a 98% satisfaction rating.
- Reduced customer complaints by 25% through effective de-escalation and issue resolution.
- Acted as a subject matter expert, providing training and resolving team discrepancies.
- Supported clients through virtual chat and technical troubleshooting.
Sales Associate
Michael’s
Watauga, TX
08.2014 - 05.2015
- Delivered excellent customer service by assisting with product inquiries and processing returns.
- Managed store displays for seasonal and promotional events.
- Handled cash drawer operations including opening and closing duties.
Housekeeper
Encompass Health (Formally HealthSouth)
Elizabethtown, KY
05.2013 - 06.2014
- Maintained cleanliness and organization of patient rooms and common areas, ensuring a safe and sanitary environment.
- Managed inventory for cleaning supplies, ensuring consistent stock availability for efficient operations.
- Practiced discretion and effective communication to respect the privacy of patients and families.
- Trained new staff members and conducted interviews in the absence of the manager, enhancing team performance.
- Assisted other departments as needed to support smooth facility operations.
Education
High School - undefined
John Hardin High School
Elizabethtown, KY01.2011
Skills
- Technical Skills: Advanced Excel, Microsoft Office, Zoom & Microsoft Office
- Core Competencies: Leadership & Team management, Conflict Resolution, Communication & Collaboration, Attention to Detail, Critical Thinking
LEADERSHIP
- Covered for lead housekeeper
- Conduct interviews
- Order supplies
- Scheduling
- Track attendance
- Assisted in training and precepting new employees
Timeline
Team Member
HTeaO
05.2025 - Current
Content Moderation
Genpact
03.2018 - 03.2023
Travel Agent
American Express
05.2015 - 03.2018
Sales Associate
Michael’s
08.2014 - 05.2015
Housekeeper
Encompass Health (Formally HealthSouth)
05.2013 - 06.2014
High School - undefined
John Hardin High School