Aaron B. Scarlett
Dynamic Contact Center Senior Leader
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

SELECTED HIGHLIGHTS
*Reduced Telecommunication Industry Ombudsman (TIO) complaints by 33% over a 3 month period through call analytics, internal process definition and leadership development
*Grew the Ford account within the Philippines by 20% by launching three additional programs
*Generated a productivity improvement of over 210% by collaborating with Microsoft and HP to design and implement process improvements for the internal content management system (Microsoft Dynamics - CMS)
*Successfully achieved over 110% to target average handle time, over 100% in quality assurance (client experience) and over 110% average in service levels
*Established and implemented an innovative national sales and quality training program for outsourced call centers yielding a 200% increase in sales within the first 30 days

Experience
Senior Manager, Customer Experience (Quality) (2014 - Present)
Convergys

*Directly oversee a team of 14 analysts, continuous improvement managers and quality customer insight consultants while monitoring for top productivity and efficiency – Supporting 3 lines of business and over 1000 agents
*Gather, analyze and develop a variety of continuous improvement models focusing on removing process, system/technology and people constraints to improve customer experience and reduce complaints
*Collaborate with all levels of Telstra leadership to develop key operational and business improvement strategies
*Improved Net Promoter Scores (CSAT) by 4 points (10%) over 3 months through the customer experience team’s insights and actions
*Reduced Telecommunication Industry Ombudsman (TIO) complaints by 33% over a 3 month period through call analytics, internal process definition and leadership development
*Successfully integrate risk management validations to call listening exercises to protect customers and ensure privacy regulations are consistently met
*Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer
*Utilize superior communication skills to motivate staff and develop effective working relationships with peers, executives and clients
*Handle escalated customer concerns/complaints and devise creative solutions to ensure customer loyalty
*Coach and develop customer service representatives to meet and maintain company goals