SFStephen Fernie

Hello, I'm

Stephen Fernie

Operations
I like figuring things out.
AI
I like creating things.
Data
I like numbers.

What I've built

Each has a working demo on invented data.

In daily use at Equifax

Knowledge Hub

What it is

  • A knowledge bank of processes, scripts and email templates.
  • Version control and document governance on every change.

What it changed

  • Quick search across shared articles.
  • Agents research hundreds of topics fast, connected to AI for deeper research.
Try the demo

Search, read, copy a macro

In daily use at Equifax

Operations Dashboard

What it is

  • Every queue on one screen, oldest tickets first.
  • Agent, team and executive scorecards: service levels, CSAT, productivity.
  • Automated reporting on live data.

What it changed

  • Faster triage, with the oldest tickets up front.
  • Replaced reactive with proactive.
Try the demo

The live queue board

In daily use at Equifax

WFM Operations Hub

What it is

  • Automated monthly rostering, planned from the forecast.
  • A clear view of the day for leaders and agents.

What it changed

  • Rosters out faster, and live for agents to plan around.
  • Peak times covered automatically.
Try the demo

Stagger a day's breaks

My own product · free and public

QueueMath

What it is

  • How many people you need to hit your service level.
  • Plans a full day, interval by interval.

What it changed

  • Staffing answers in seconds, not spreadsheets.
  • Plans update the moment the numbers change.
Try the demo queuemath.com

My own business

Winston Gray

What it is

  • Procedures, contacts and jobs in one place for small businesses.
  • A live demo used in consulting sales.

What it changed

  • Turns demo visits into sales leads for the consulting business.
  • Prospects book a meeting straight from the demo.
Open the live demo winstongray.com.au