MICHELE FERGUSON
Business Support Manager
Sarver,PA
Summary
AVP with over 23 years of banking experience. Extensive experience in banking covers multiple areas including Branches, Contact Center, Quality Assurance, Risk, and Project Management allowing knowledge in a wide range of banking processes by crossing multiple channels. Excellent communication skills have provided experiences to influence and interact at multiple levels within the organization. This experience lead to being part of Citizens Influencer network.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Business Support Manager
Citizens Bank
01.2021 - Current
- Implemented data-driven decision-making processes to identify areas for improvement in business operations and customer service delivery.
- Created and enforced detailed organization processes to increase quality and service standards.
- Supported business management projects by monitoring and tracking risks, issues and action items.
- Established strong relationships with stakeholders through transparent communication channels that enhanced collaboration across departments.
- Led change management initiatives that resulted in seamless transitions during corporate restructuring efforts or systems implementations.
- Coordinated efforts between various departments to ensure successful completion of large-scale projects on time and within budget constraints.
- Drafted reports and documents to improve correspondence management, schedule coordination and recordkeeping.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Managed time efficiently in order to complete all tasks within deadlines.
- Cultivated interpersonal skills by building positive relationships with others.
Consumer QC QA Manger
Citizens Bank
01.2018 - 01.2021
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Implemented risk-based testing strategies that prioritized high-risk scenarios, enabling efficient use of resources during tight deadlines.
- Determined quality department standards, practices, and procedures.
- Oversaw vendor relationships to ensure adherence to quality standards during outsourced projects or collaborations.
- Optimized test case coverage by identifying gaps in existing test plans and devising new strategies for comprehensive testing.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Quality Assurance Customer Service Team
Citizens Bank
01.2017 - 01.2018
- Trained new personnel regarding company operations, policies and services.
- Strengthened communication skills through regular interactions with others.
- Demonstrated leadership skills in managing projects from concept to completion.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Gained strong leadership skills by managing projects from start to finish.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Excellent communication skills, both verbal and written.
- Developed and maintained courteous and effective working relationships.
- Escalated issues to proper supervisors when standard processes were not effective.
- Maintained up-to-date knowledge of product and service changes.
- Sought ways to improve processes and services provided.
- Trained staff on operating procedures and company services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Operations Analyst
Citizens Bank
01.2009 - 01.2017
- Completed detailed quality observations on Contact Center Colleagues.
- Assessed operational performance to identify areas for improvement.
- Identified issues, analyzed information and provided solutions to problems.
- Developed strong communication and organizational skills through working on group projects.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Learned and adapted quickly to new technology and software applications.
- Worked well in a team setting, providing support and guidance.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
Contact Center-Customer Service Representative
Citizens Bank
01.2006 - 01.2009
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Some College (No Degree) -
Community College of Allegheny County
Pittsburgh, PASkills
Project Management
Certification
Project Manger, Bryant University - 2024
Timeline
Business Support Manager
Citizens Bank
01.2021 - Current
Consumer QC QA Manger
Citizens Bank
01.2018 - 01.2021
Quality Assurance Customer Service Team
Citizens Bank
01.2017 - 01.2018
Operations Analyst
Citizens Bank
01.2009 - 01.2017
Contact Center-Customer Service Representative
Citizens Bank
01.2006 - 01.2009
Some College (No Degree) -
Community College of Allegheny County