Les-Lee Ferguson

Operations and Quality Control Professional

Operations and process-focused professional with a track record of moving from hands-on execution into quality control and process design within a fast-paced, remote property research environment. Experienced in supporting high-volume U.S.-based property research operations. Skilled in managing complex research workflows, coordinating cross-functional communication, and delivering decision-ready information to leadership. Tech-proficient, system-oriented, and proactive in identifying efficiencies.

[Remote] Cape Town, South Africa
0+
Years experience
0
Languages
0
Skills
Work Experience
Remote Process & Quality Analyst - SOP Development
Lien One, Inc
Mar 2025 — PresentCurrentFlorida, USA
  • Design, write, and maintain 142 Standard Operating Procedures used by a research team of 15 , translating day-to-day research workflows into clear, repeatable, and teachable processes.
  • Promoted twice within the first 18 months, from research and information requests, to QA matching of responses to research files, to current SOP ownership, reflecting consistent trust in accuracy and judgment.
  • Reviewed and matched 3550 incoming responses to the correct research files daily, improving quality-control accuracy from approximately 65% to 80% by catching inconsistencies and errors before they reach clients.
  • Coordinate title search activities and property documentation for 30-35 files daily, reviewing legal descriptions, liens, and encumbrances, and liaising with 30-50 clients, agents, and municipalities to gather required information
Title Coordinator / Trainer
Lien One, Inc.
Mar 2024 — Mar 2025Florida, USA
  • Manage complex U.S. property research workflows involving public records, code enforcement, permit violations, and utility verification
  • Deliver structured, decision-ready research summaries to internal stakeholders
  • Coordinate cross-functional communication across departments
  • Track time-sensitive requests and ensure strict deadline adherence
  • Train new team members on internal systems and research processes
  • Identify workflow gaps and recommend efficiency improvements
  • Handle sensitive documentation with high levels of discretion
Snr Associate (Inbound Sales)
WNS Global Services
Aug 2022 — Jan 2024Cape Town, Western Cape
  • Provided world-class customer service by responding to customer queries by telephone, email, and online chats
  • Built and maintained customer relationships through effective communication and problem resolution processes, enhancing customer retention rates
  • Handled a high volume of inbound calls, consistently achieving service-level agreements in response and resolution times
  • Cross-sold products and services during customer interactions, contributing to overall sales targets
  • Monitored and documented customer interactions accurately to support service improvements
  • Received commendations for exceptional customer service and support from management and peers
  • Identified and reported on customer service priorities impacting efficiency and quality
  • Collaborated with cross-functional teams to ensure integrated service delivery
Skills
Customer Service ExcellenceCommunicationProblem SolvingTime ManagementCross-SellingSports Betting Knowledge
Education
National Diploma, Tourism Management
Nelson Mandela University
Languages
English
Fluent
Afrikaans
Fluent
Isixhosa
Basic
References available upon request.
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