About

Dynamic Contact Center Senior Manager
NCR - National Capital Region, Philippines | Consumer Services
Summary

Results-producing management career demonstrating year-over-year improvements in sales efforts, customer service ratings and team productivity. Strong and decisive operations and customer service leader with excellent analytical, organizational, team building and planning skills. Maintains an uncompromising focus on high-quality standards and bottom-line profit improvement. Excels at turning under-producing individuals into teams that work efficiently and exceed all expectations. Customer service oriented and excellent at performing crisis management while ensuring customer loyalty and increasing bottom line revenues. Detail-oriented self-starter with outstanding oral and written communication, interpersonal, time management and presentation skills.

I look forward to meeting you! You can reach me at phone or email
contact@aaronscarlett.com
+63 917 620 2709

Experience
Senior Manager, Customer Experience (2014 - Present)
Convergys
Business Operations Manager, Voice and Non Voice Programs (2012 - 2014)
Percepta
Senior National Manager, Employee and Customer Programs (2011 - 2012)
Rogers Communications
Partner/Vendor Performance Manager (2010 - 2011)
Bell
National Coach Consultant (Internal / External) (2007 - 2010)
Bell
Team Manager (2006 - 2007)
Bell
Quality Assurance, Training, Inbound Agent and Support (2003 - 2006)
Bell
Sales Consultant (2000 - 2003)
Close-Link Communications / Bell World
Skills & Expertise

Management, Program Management, Quality Assurance, Call Center, Telecommunications, Customer Experience Management, Call Centers, Continuous Process Improvement, Customer Experience, Team Leadership, Outsourcing, Leadership Development, BPO, Employee Training, Team Building, Sales, Management Consulting, Sales Management, Expatriate Management, Strategic Communications, Communications Strategy, Training & Development, Customer Service, Leadership, Process Improvement, Net Promoter Score, Customer Satisfaction, Operations Management, Change Management, Analytics, Quality Management, Innovation Management, Culture Change, Senior Program Management, Employee Engagement, Workshop Facilitation, Vendor Management, Team Management, Customer Retention, Training, CRM, Coaching, Performance Management, Project Management, Business Analysis, Mobile Devices

Languages
  • English
  • French
Recommendations
Aaron and I have worked together on multiple project while managing the Mobility-Solo queue at Bell Mobility. Out of all the colleagues I have had in the last 11 years at Bell, he is the strongest partner I could ever be paired with. Aaron is very organised, goal oriented and striving to get the job done right the first time. We have put together multiple projects and he was always there to listen, guide and share and do what was best for the business and the team. Very motivated and a great motivator, he knows how to convey the message in the right format to the right people. I have learnt a lot from him and appreciated working with him as it also made me grow as a person and employee.
Aaron is innovative and analytical. He is solution and team oriented : a great asset anywhere he may shoose to go.
Aaren is a well-organized and detail oriented Manager. He has the ability to develop professional working relationship with his direct reports, colleagues and superiors. He is very respectful of others and knows how to earn their respect in return. Aaron is always eager to learn and take on new challenges. He is a pleasure to work with and I would recommend Aaron to any organization.
I had the pleasure of managing Aaron during his employment at Close-Link Communications. Aaron has an extreme passion for sales. A true performer. Highly motivated loyal employee. I would highly recommend Aaron Scarlett.
Very flexible manager and provided valuable support in transitioning from my current role to a Program Analyst role which is more closely aligned to my ultimate career goals.
Aaron has been instrumental and exceptional in delivering loyalty and retention offers to Solo Mobile clients through the Client Care channel. Aaron continuously takes ownership of his team's performance and has leveraged his own skills and experience to improve save rates. His charismatic nature, analytical skills and positive outlook have helped shape a stronger and more efficient relationship between the Marketing and Operations team. It is a always a delight to work with him to convert challenges into opportunities for success.
As a Manager, Aaron is supportive and encouraging. Highly dedicated to employee growth and development, Aaron takes the time to guide/shape the skills of his team members into the a career they can love. His colourful approach to problem resolution in combination with his diverse skill-sets and experience, makes him a great addition to any team.
Aaron is a great coach, has outstanding facilitation skills and an actor. He created a development program for front line representatives in Bell TV. It was a great initiative that helped motivate agents and develop leadership attributes. He is very organised and passionate about his work. It was a pleasure working with him.