Rashad Ferguson
@rashadferguson
I cut onboarding 75% via GenAI and bridge the gap between support and engineering to scale high-volume departments.
United StatesWhat I'm looking for
Customer Support Specialist with a proven track record in scaling operations and enhancing customer satisfaction through innovative AI solutions and workflow optimization. At FCR, I slashed onboarding time by 75%—reducing a four-week ramp to just one week—by architecting a centralized AI-assisted workflow repository. I specialize in engineering custom prompt frameworks (ChatGPT/Claude) that reduced ticket resolution time by 20% while maintaining a 95%+ CSAT across 1,000+ monthly interactions.
Experience
Work history, roles, and key accomplishments
AI Operations Specialist with extensive technical support experience, rapidly progressing from Tier 1 to Tier 3 Leadership. Expert in leveraging Python, SQL, and GenAI (ChatGPT/Claude) to automate workflows and reduce ticket resolution times.
Education
Degrees, certifications, and relevant coursework
Henry Ford College
Associate of Applied Science, Business Management
Completed an Associate of Applied Science in Business Management with coursework focused on business operations and management principles.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
ZimbabweWebsite
the-gonzo-project.vercel.appPortfolio
portfolioofrashad.vercel.appJob categories
Interested in hiring Rashad?
You can contact Rashad and 90k+ other talented remote workers on Himalayas.
Message RashadFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
