Cynthia Ferguson
About Cynthia Ferguson
Cynthia Ferguson serves as the Information Technology Service Desk Manager at Synovus, where she has implemented various initiatives to enhance service efficiency and user satisfaction. With a background in IT management and a strong focus on workforce optimization, she has consistently achieved high user satisfaction rates throughout her career.
Work at Synovus
Cynthia Ferguson has been working at Synovus as the Information Technology Service Desk Manager since 2020. In this role, she leads a two-tiered team responsible for managing approximately 6000 break/fix contacts and 150 software fulfillment requests each month. Her focus is on improving response times and enhancing user experience. She has implemented various initiatives, including the ServiceNow Virtual Agent for the top 15 call sources, and is aligning AI initiatives with corporate tool decisions. Additionally, she has eliminated the need for external resources to meet service and quality goals within 18 months, even during cost-cutting measures in 2023.
Education and Expertise
Cynthia Ferguson studied at Lee University, where she focused on Mathematics and Computer Information Systems. Her educational background has equipped her with the skills necessary for her roles in information technology and service management. Throughout her career, she has gained expertise in workforce optimization, user satisfaction measurement, and service consistency through various implementations, including Verint Workforce Optimization and Knowledge Centered Service.
Background
Cynthia Ferguson has a diverse professional background in information technology and service management. She began her career at BI-LO, where she held multiple positions, including Business Systems Analyst and Manager of Store Solutions. She later worked at Lowe's Companies, Inc. as Support Manager and Sr. Manager of IT Support. Before joining Synovus, she served as IT Service Desk Manager at Hudson's Bay Company. Her experience spans various roles that emphasize user satisfaction and service efficiency.
Achievements
During her tenure at Check Into Cash as Support Services Manager, Cynthia Ferguson achieved a user satisfaction rate of 97-99% on a monthly basis through the implementation of a User Satisfaction Survey. She has also completed Workforce Management and Knowledge Centered Service implementations, which enhanced service consistency and employee engagement. At Synovus, she established a monthly Analyst scorecard and regular one-on-one meetings to facilitate individual development goals.