Kiersten Ferguson
Summary
Dynamic Senior Manager with a proven track record at Freeman, excelling in strategic planning and program development. Expert in cross-functional collaboration, I successfully led initiatives that enhanced operational efficiency and elevated customer satisfaction. My analytical thinking and creative problem-solving skills drove significant improvements in team performance and quality assurance standards.
Overview
12
12
years of professional experience
Work History
Senior Manager, Exhibitor Support
Freeman
10.2021 - Current
- Manage large-scale projects and introduce new systems, tools, and processes to achieve company-wide objectives.
- Lead a team of supervisors and managers as they support the frontline, ensuring department KPI's are met.
- Manage department Quality Assurance program and initiatives.
- Manage department Training program and initiatives.
- Conduct performance evaluations and employee development initiatives.
- Assist with hiring to maintain appropriate staffing requirements.
- Implement and develop operational standards, policies and procedures.
Manager, Exhibitor Support
Freeman
06.2021 - 10.2021
- Cross-trained existing employees to support business functions post-Covid.
- Maximized frontline agent performance by monitoring daily activities and mentoring team members.
- Conducted weekly Quality Assurance evaluations, coaching frontline agents to elevate customer experience.
- Facilitated new employee training.
- Crafted employee training content and resources.
Supervisor, Exhibitor Support
Freeman
09.2018 - 06.2021
- Evaluated customer needs and feedback to drive product and service improvements.
- Conducted weekly Quality Assurance evaluations and provided coaching to address inefficiencies.
- Supported frontline agents as they assisted customers.
- Analyzed contact center volume, contact center scheduling, and workforce planning.
Customer Support Representative
Freeman
09.2017 - 09.2018
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Pay-Per-Click Specialist
Stubgroup Marketing
11.2016 - 08.2017
- Built and managed digital advertising campaigns for multiple clients
- Formulated digital marketing strategies consistent with client goals
- Managed bids consistent with client budgets
- Maintained Google AdWords certification
- Maintained Facebook Advertising certification
Customer Support Representative
Freeman
06.2015 - 11.2016
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
Family Nanny
The Bruce Family
05.2014 - 01.2015
- Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
- Taught children everyday skills and language.
- Involved children in caring for household pets and chores.
- Prepared healthy age-appropriate meals
- Coordinated school drop-off and pick-up for school-aged children
AVID Tutor
Birdville Independent School District
01.2014 - 05.2014
- Encouraged students to develop perseverance mindset while teaching long-term visualization of success.
- Conducted private and group instruction to improve academic performance, enhance occupational skills and prepare for standardized tests.
- Served as academic and social resource for middle school students, leading writing process improvements, study skills, note-taking, test-taking skills and overall stress management.
- Developed positive reinforcement techniques to provide feedback to students while building individual confidence levels.
ASPIRE Program Facilitator
Birdville Independent School District
09.2013 - 04.2014
- Planned and facilitated art, media, and nutrition classes in accordance with ASPIRE Program curricula, employing varied methods to maximize participation.
- Fostered a safe and fun learning environment for students before and after school.
Education
Bachelor of Science - University Studies
The University of Texas At Arlington
Arlington, TX12-2016
Skills
- Strategic planning
- Cross-functional communication
- Data-driven decision making
- Cross-functional collaboration
- Analytical thinking
- Program development
- Creative problem-solving
Awards
True Blue Start of Excellence winner - 2022
Timeline
Senior Manager, Exhibitor Support
Freeman
10.2021 - Current
Manager, Exhibitor Support
Freeman
06.2021 - 10.2021
Supervisor, Exhibitor Support
Freeman
09.2018 - 06.2021
Customer Support Representative
Freeman
09.2017 - 09.2018
Pay-Per-Click Specialist
Stubgroup Marketing
11.2016 - 08.2017
Customer Support Representative
Freeman
06.2015 - 11.2016
Family Nanny
The Bruce Family
05.2014 - 01.2015
AVID Tutor
Birdville Independent School District
01.2014 - 05.2014
ASPIRE Program Facilitator
Birdville Independent School District
09.2013 - 04.2014
Bachelor of Science - University Studies
The University of Texas At Arlington
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