Summary
Overview
Work History
Education
Skills
Websites
References
Hobbies and Interests
Timeline
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Kristy Ferguson-Power

Adelaide,SA

Summary

Dynamic and results-oriented Senior Workforce Optimization Manager with extensive experience in forecasting, building operational frameworks, optimizing workflows, and enhancing service levels. Proven track record in developing dashboards, implementing KPIs, and effectively managing contact center operations. Demonstrating strong leadership skills, excelling at building relationships and positively influencing stakeholders to drive desired results. Effective leader and problem-solver, focused on streamlining operations to decrease costs and promote organizational efficiency. Highly committed and hardworking, dedicated to maintaining the quality of services and products.

Overview

13
13
years of professional experience

Work History

Senior Workforce Optimisation Manager

MPM Group
05.2023 - Current
  • Developed operational frameworks from scratch, enhancing efficiency and productivity across 190 employees.
  • Developed and implemented robust forecasting models using statistical analysis and historical data to accurately forecast supply and demand fluctuations.
  • Implemented robust dashboards and reporting systems, providing real-time insights into performance metrics.
  • Established key performance indicators (KPIs) aligned with business objectives, resulting in measurable improvements and efficiencies.
  • Led platform migration initiatives, ensuring seamless transitions and minimal operational disruptions.
  • Designed and implemented workflow allocation tools, optimizing resource utilization and improving service delivery.
  • Reduced customer waiting times from 21.5 days to 2.5.
  • Prepared and presented reports and recommendations to executive, CEO and other key stakeholders, highlighting key performance metrics and actionable insights.
  • Implemented and scheduled training programs to upskill team members on new platforms and processes.
  • Conducted regular performance reviews and implemented performance improvement plans as needed.
  • Analyzed trends and data to identify opportunities for process improvement and operational excellence.

Team Manager

BT Financial Group
10.2020 - 05.2023
  • Coordinated team collaboration to share ideas and build best practices.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Implemented workflow strategies that reduced leading indicators by up to 15 days.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Successfully managed team within allocated budgets and resources to maximize productivity and profitability.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees and stakeholders to boost company morale and promote employee retention.
  • Promoted positive, productive team environments, resolving conflicts quickly.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Workforce Manager

BT Financial Group
10.2016 - 10.2020
  • Reduced costs by fostering strategic partnerships, effective employee engagement and KPI management.
  • Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
  • Maintained current knowledge of industry regulations and legislation to amend policies and targets to promote compliance.
  • Developed complex reporting to track resourcing supply and demand levels for over 200 employees both on and offshore.
  • Detailed understanding of Workforce Management tools and reporting capabilities.
  • Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.

Resolution Analyst

BT Financial Group
10.2013 - 10.2016
  • Investigated and resolved service and delivery concerns.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Cross-trained and provided support to other employees.
  • Complex financial calculations for compensation claims.
  • Engagement with stakeholders from around the business in the capacity as a consultant to assist in providing solutions to complex problems.

Customer Relations Consultant

BT Financial Group
10.2011 - 10.2013
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Exhibited high energy and professionalism when dealing with clients and staff.

Education

MBA: Business Administration -

Australian Institute of Management
Online

Bachelor of Business: Commercial Law -

University of South Australia
Adelaide, SA
04.2016

Skills

  • Collaborates effectively with stakeholders in order to build strong relationships to deliver on business objectives & enhanced customer outcomes
  • Proven ability to balance competing priorities & work well under pressure
  • Highly competent with MS excel & workforce management reporting tools and systems
  • Ability to learn new skills, techniques, and systems quickly
  • Analytical approach to problem solving
  • Highly developed research & time management skills
  • Excellent communication skills, both written and verbal
  • High attention to detail

References

Available on Request

Hobbies and Interests

  • Reading
  • Live music
  • Yoga
  • Community Involvement
  • Beach Walks
  • Cooking
  • Journaling

Timeline

Senior Workforce Optimisation Manager

MPM Group
05.2023 - Current

Team Manager

BT Financial Group
10.2020 - 05.2023

Workforce Manager

BT Financial Group
10.2016 - 10.2020

Resolution Analyst

BT Financial Group
10.2013 - 10.2016

Customer Relations Consultant

BT Financial Group
10.2011 - 10.2013

MBA: Business Administration -

Australian Institute of Management

Bachelor of Business: Commercial Law -

University of South Australia

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Kristy Ferguson-Power