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Tia Ferguson
Lynchburg,VA
Summary
As a respected Team Lead serving as a collaborative partner with colleagues across the organization, effectively guiding and directing subordinates in the completion of assignments in accordance with established guidelines. Exhibiting a proactive approach to decision-making and take decisive action when necessary.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Service Senior Analyst
Accenture LLP
04.2023 - Current
- Monitor and evaluate key performance indicators (KPIs) such as customer satisfaction scores, resolution times, and first-contact resolution rates. Recommend and implement strategies to meet and exceed performance targets.
- Assess current customer service processes and procedures to identify inefficiencies. Design and implement process improvements to enhance service delivery and customer satisfaction.
- Mentor and support junior analysts and customer service representatives. Provide training and guidance on best practices and analytical techniques.
Customer Service Senior Analyst
Accenture Flex
01.2022 - 04.2023
- Ensure adherence to company standards and policies. Conduct regular audits of customer interactions to ensure high-quality service and compliance with established guidelines.
- Lead or participate in special projects and initiatives aimed at improving customer experience and operational efficiency. Collaborate with other departments to align service strategies with overall business objectives.
- Leverage CRM systems, data analytics tools, and other technologies to enhance data collection, analysis, and reporting. Stay updated on industry trends and advancements to incorporate best practices.
Team Lead
BC Forward
12.2020 - 01.2022
- Supervised a team of up to 27 customer service agents, providing guidance and support in both inbound call handling and claims support. Ensured that team members adhered to company policies and met performance standards.
- Analyzed team and individual performance data to tailor training and development initiatives. Utilized statistical insights to identify areas for improvement and implemented targeted interventions to enhance overall effectiveness.
- Provided individualized performance coaching to team members, implementing strategies to support career development and address specific performance issues. Developed action plans to help agents achieve their professional goals.
- Conducted regular quality assurance reviews to monitor and maintain high standards of service output. Evaluated agent performance against quality benchmarks and provided feedback to ensure continuous improvement.
Engagement Specialist
Startek
02.2018 - 08.2018
- Delivered prompt and courteous assistance to customers via phone, email, and chat, resolving inquiries and issues in a professional manner.
- Identified and addressed customer concerns, troubleshooting problems and providing effective solutions to ensure customer satisfaction.
- Gathered and documented customer feedback, reporting insights and suggestions to management for service improvement.
- Worked collaboratively with team members and other departments to address complex issues and enhance overall service delivery.
Education
Associate of Science - Information Systems Technology
Central Virginia Community College
Lynchburg, VA05.2026
Skills
Microsoft Office Suite
Data Analytics
Web Development
Computer Literacy
Communication Skills
Research
Certification
Front-end Developer
Interests
Timeline
Customer Service Senior Analyst
Accenture LLP
04.2023 - Current
Customer Service Senior Analyst
Accenture Flex
01.2022 - 04.2023
Team Lead
BC Forward
12.2020 - 01.2022
Engagement Specialist
Startek
02.2018 - 08.2018
Associate of Science - Information Systems Technology
Central Virginia Community College
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