Anthony Aguilar
Heath,TX
Summary
Performance driven operations and customer experience executive with expansive experience in creating and scaling global contact centers via internal employees and BPO. Persistent leader offering an array of skills within budget management, team building and management, coaching, vendor contract (BPO) negotiations, procedural design, KPI evaluation, competitor analysis and quality control. Consistently engages in creative problem solving and promoting employee empowerment. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
16
16
years of professional experience
Work History
Director, Contact Center Operations
Radnet
Tulsa, OK
03.2023 - Current
- Motivated, engaged and developed high-performing leaders and created highly desirable working environment over 3 centers.
- Verified fulfillment of contract requirements, developed internal relationships with various teams and coordinated performance.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Built and managed processes for tracking and monitoring department performance.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
Vice President, Strategy & Service Delivery
Aura
12.2019 - 11.2022
- Head of contact center (in-house & BPO) operational and budget goals (Multi-tiered Service/Support, Sales, WFM, Training, Quality, Vendor, Communications).
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Initiated strategy to drive company growth and increase market share and profitability.
- Drove the team in meeting and/or exceeding corporate goals and objectives within QA and NPS/CSAT scores
- Implemented gamified KPI dashboard leading to 20% improvement across all metrics.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Executed strategic incorporation of multiple $BN acquisitions.
- Successfully created and executed companywide Voice of the Customer program that lead to multiple product and marketing initiatives.
- Collaborated with senior management to create multiple, revenue generating, business partnerships (B2B/EB/D2C).
- Identified, partnered and negotiated call center tools/resources (CRM, CSAT/NPS, chat, telephony, social media & BPO solutions).
Head of Global Service & Technical Support
Reputation.com
03.2017 - 12.2019
- Created and developed a global client experience and support organization via internal staff and BPO
- Created, implemented, and managed departmental KPI's.
- Reduced company service and support SLA's by 50% year over year.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Provided strategic and cross-functional leadership across department verticals.
- Sourced universal global CRM solution.
- Promoted career progression by developing clearly defined upstream path.
- Identified, negotiated, implemented and led BPO solution to successfully launch 24x7x365 support model.
Director, Member Services
NortonLifeLock
09.2007 - 03.2017
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
- Created KPI dashboard for the entire contact center, ensuring statistical transparency for all staff
- Provided a strong focus on establishing staff recognition programs and career development initiatives
- Drove the team in meeting and/or exceeding corporate goals and objectives within QA and NPS/CSAT scores
- Collaborated with product and marketing staff to integrate acquired business and provide better products
- Lead a company-wide initiative to improve productivity, efficiency and communication, saving the company nearly $2.3MM in one year.
Education
Bachelor of Arts - Communications, Business Administration
Arizona State University
2003
Skills
- P&L Responsibility
- Corporate Strategy and Development
- Executive Global Team Leadership
- Change and Growth Management
- Mergers and Acquisitions
- Process Improvement
- Policy and Procedure Development
- CRM Software
- KPI Establishment & Management
- Contract Negotiation
- Revenue Growth
- BPO leadership
- Procedural Design
Timeline
Director, Contact Center Operations
Radnet
03.2023 - Current
Vice President, Strategy & Service Delivery
Aura
12.2019 - 11.2022
Head of Global Service & Technical Support
Reputation.com
03.2017 - 12.2019
Director, Member Services
NortonLifeLock
09.2007 - 03.2017
Bachelor of Arts - Communications, Business Administration
Arizona State University