MC – Looking In
Fergus is responsible for Ergon Energy’s Retail Operations including vital customer service channels and back office functions. He is responsible for the company’s contact centres which provide a broad range of support services – from billing inquiries, to market services, solar support and beyond.
Fergus is in charge of the Retail Transformation Program of work across the Retail business as the company prepares to introduce a greater range of self-service products and services including the implementation of a new Oracle Customer Care & Billing system and a new Cisco and NICE contact centre technology across both the Retail and Distribution Contact Centres.
Fergus’s deep experience of the energy industry includes national management of the customer billing, credit and hardship functions of EnergyAustralia where he has led large teams across multiple geographies.
At Origin Energy and AGL, Fergus led key retail customer operations management functions where he delivered many high quality and cost-effective business improvement outcomes. Fergus also played a key role in establishing and reforming their BPO delivery centres in India and the Philippines.
Fergus has a Diploma of Management from the Mount Eliza Business School, and is currently completing a Graduate Certificate in Change Management with the Australia Graduate School of Management (AGSM).