Aaron Feinberg Email & Phone Number

New York, NY, US

St. Petersburg, Florida, US

• Vice President Operations involves overseeing the overall operational strategy, including managing the Contact Center, Claim and Adjudication, Field Services, Vendor Management, Data Management and Analytics, Customer.
• Created ground up Customer Experience Journey driving 54-point improvement in NPS.
• Realized 25% gain in productivity through process reengineering and employee development
• Negotiated dozens of partner contracts
• Deployed multiple QOS and social reputation management approaches and systems to drive positive customer sentiment. 4.3 on Trust Pilot.
• Created and formalized distinct metrics within the operations.

Owned and managed a gym. This company is now sold.

Edison, NJ, US

• As the Vice President of Process Operations, I spearheaded the management of various functions, overseeing a workforce of more than 200 employees. My responsibilities encompassed Operations, Human Resources, Talent.
• Operations- Developed Center wide coaching, feedback and accountability program. Driving the following improvements: 45-65sec improvement in AHT, 15% improvement in transfer rates reducing redundant volume, 20%.
• Human Resources/Talent Acquisition- Developed employee relations, feedback, legal progressive discipline and documentation process, where none existed. Handled unemployment cases through proper documentation and.
• Process Improvement, Training and QA- Designed, Implemented and managed new Case Management process. Reduced repeat call volume by 300K annually, reduced complaints by 20%. Savings of nearly 900k in the first year..

Nashville, Tennessee, US

• Technology
• Worked collaboratively with developer, IT support, project manager, and operations management to architect SideKick tool suite to improve associate experience, call handle time and customer experience.
• Delivered 12+ specialized tools to drive improvement within key operational metrics.
• Achieved average handle time (AHT) reduction of 24 seconds, saving nearly $5M.
• Saved client 22M minutes in call time in 2015 while improving sales offer rates by 25%.
• Enhanced employee satisfaction rate by 20% and attained best in class NPS scores.

Nashville, Tennessee, US

• Directed new center opening including staffing, providing leadership, and managing HR; attained record setting performance for opening centers and surpassed performance of existing locations within 3 months.
• Exceeded tenure targets, enabling over $500K savings versus budget.
• Turned around failing contact center and led transformation to become premier center in organization.
• Improved attrition rates YoY including 150% (2004), 112% (2005), 104% (2006), 89% (2007), 67% (2008), 34% (2009); cumulative savings exceeded $1.1M.
• Increased employee attendance by 10.5% in first year, delivering annual savings of $250K.
• Led Steering Committees, realizing $2M in cost reductions and improved OSAT up to 80% for client.

Nashville, Tennessee, US

• Decreased absenteeism from 10% to 5% equating to $350K in savings.
• Slashed AHT by 40 seconds, achieving $400K in financial benefit.
• Created technical call handling practices, improving claims rates by 10%.
• Attained $750K in recruitment and retraining costs via coaching and employee relations programs.
• Earned recognition as Motivator of the Month.
• Surpassed 90% quality measurement contractual requirement.

• Increased attendance by 4%, resulting in $400K in cost reduction.
• Developed management development programs, fostering employee growth.
• Attained attrition gains of 47%, leading to $600K in savings.
• Realized 90% Quality Scores

Merrimack, NH, US

Education record

Education record