Summary
Overview
Work History
Education
Skills
Timeline
References
Generic

Kim Ferguson

Summary

Operations Specialist with over ten years of experience in customer support and project execution across various sectors. Skilled in developing test plans, executing system updates, and collaborating with teams to deliver customer-centric solutions. Led major projects including Qantas Cash and MasterCard Cash Passport, and integrated 3DS authentication for travel card products.

With previous experience in administration roles in real estate, legal and physiotherapist settings, I am seeking a new opportunity where I hope to apply my skills and grow.

Holds certifications in PRINCE2 Foundation and First Aid.

Overview

11
11
years of professional experience

Work History

Specialist, Implementation

Mastercard
09.2020 - 09.2024
  • Conducted User Acceptance Testing (UAT) prior to deployments and performed production testing post-deployment to confirm system stability
  • Collaborated with multiple teams to coordinate and execute system updates and implementations efficiently
  • Implemented 3DS (3-D Secure) authentication across multiple travel card products to enhance security and compliance
  • Identified and resolved system and data discrepancies during testing, preventing errors before deployment
  • Developed test plans and test cases to ensure system functionality and accuracy
  • Utilized tools such as API Testing (SoapUI) to monitor and support system updates
  • Updated rates for sales processes, ensuring data accuracy and compliance
  • Maintained and updated merchant records, ensuring accuracy of addresses and bank details across systems
  • Documented testing outcomes and system issues, providing comprehensive records for future reference
  • Assisted colleagues in understanding and adopting new system processes through guidance and support
  • Contributed to process improvement initiatives and workflow optimization to enhance operational efficiency
  • Maintained up-to-date workflow documentation to support training and process improvements

Specialist, Customer Operations Support

Mastercard
09.2019 - 09.2020
  • Collaborated with team members to resolve customer issues and operational inquiries, enhancing overall customer satisfaction
  • Monitored customer accounts and operational data to maintain accuracy and compliance
  • Identified and resolved account or system discrepancies, preventing errors and improving operational efficiency
  • Contributed to workflow documentation and process improvement initiatives, streamlining operational efficiency
  • Guided and supported colleagues on operational processes and system updates, fostering team knowledge and continuity
  • Assisted with system testing and updates, ensuring accuracy and compliance of production data
  • Prepared and validated test cases as part of implementation activities, supporting smooth system deployments

Consumer Operations Consultant

Mastercard
09.2013 - 09.2019
  • Managed customer accounts and resolved operational inquiries, ensuring high-quality service standards and customer satisfaction
  • Coordinated with internal teams to troubleshoot and resolve operational or account issues, facilitating timely resolutions
  • Responded to escalated customer inquiries, collaborating with internal teams to resolve issues
  • Assisted in process improvements and documented operational workflows to enhance clarity and efficiency
  • Processed eCommerce payments onto prepaid travel cards accurately and efficiently
  • Maintained records and reports for audit and compliance purposes
  • Supported onboarding and training of new team members. Sharing knowledge of processes and systems

Education

Education and Care + Provide First Aid -

St Johns Ambulance (NSW)
08-2025

Foundation 6th Edition Certificate -

Prince2
06-2023

Business Administration Certificate III -

TAFE NSW
NSW
10-2007

Skills

  • Time management
  • Task prioritization
  • Multitasking Abilities
  • Attention to detail
  • Document management
  • Effective communication
  • Customer management
  • Self motivation
  • Adaptability and flexibility
  • Quality assurance
  • API testing (SoapUI)
  • Test case development
  • Process improvement
  • Change management
  • Stakeholder engagement
  • Team leadership
  • Team collaboration
  • Training support

Timeline

Specialist, Implementation

Mastercard
09.2020 - 09.2024

Specialist, Customer Operations Support

Mastercard
09.2019 - 09.2020

Consumer Operations Consultant

Mastercard
09.2013 - 09.2019

Foundation 6th Edition Certificate -

Prince2

Business Administration Certificate III -

TAFE NSW

Education and Care + Provide First Aid -

St Johns Ambulance (NSW)

References

  • Kristen Broderick, Manager, MasterCard, 0420 927 219
  • Nasir Khan, Vice Director, Implementations, MasterCard, (02) 9466 3871
  • Dana Chatfield, Clinical Trials Study Start-Up & Project Manager, Ramsay Health Care, 0432 156 185

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Kim Ferguson