Brandon Aguilera Email & Phone Number

Los Angeles, Ca, Us

Chicago, Illinois, Us

Chicago, Illinois, Us

Seattle, Washington, Us

• Service Improvement and Business Analytics• Support Nordstromrack.com | HauteLook’s Event Management Process, in areas surrounding Analytics, Solution Transition and Continual Service Improvement• Deliver business value through the implementation of continuous improvement strategies• Liaise with Product Managers for Level of Effort (LOE)/Return on Investment (ROI) alignment• Responsible for accessing ROI of new initiatives using ROI model and analytics to recommend best practices for business project candidates• Work with Engineering teams to ensure the understanding of proper technologies which are critical to the BA decision making process• Publish trend analysis, sharing periodical reports to internal customers• Development and maintenance of policies, standards, and processes• Outline one sheets that demonstrate high-level metrics to distribute to Executive Teams• Validate business data for purposes of establishing guidelines, variance and discrepancy analysis to determine opportunities for improved operational efficiencies• Determine Business Impact of new functionality or bugs and prioritization• Responsible for managing the stakeholder relationships to ensure service improvement and service delivery activities take place• Ownership of project documentation, user stories and discovery activities to help facilitate Project Management activities• Understand root cause analysis on recurring problems that impact business services• Ensure all changes are recorded as required by compliance standards (PCI, SOX)• Implementation and ongoing process improvement of Change Management best practices• Technical documentation of steps needed to go live with new solutions

Seattle, Washington, Us

• Responsible for technology related to Customer Service department (contact center solutions, CRM, agent tools)• Provided ROI and analysis on potential solutions and improvement opportunities • Managed projects including retiring existing contact center and migrating to new solution while maintaining seamless customer experience.• Created, managed, and maintained all aspects of contact center design including call trees, ACD, workflows, messaging, etc• Improved overall Customer Service KPIs; Contact rate -12.9%, First call resolution +14.8%, CSAT +12% by addressing technical and procedural issues identified through data analysis. • Developed metrics and reporting to empower contact center Supervisors to effectively coach their teams• Provided summarized data to Executive Leadership to inform business decisions • Technical documentation of steps needed to go live with new solutions• Conducted SCRUM meetings for bi-monthly sprint cycles• Assisted in 24 x 7 Incident Management for high priority incidents• Developed, managed and maintained major incident process and associated procedures•Change Management best practices for Engineering Teams

Los Angeles, Ca, Us

• Supervised daily operations of an inbound call center in Los Angeles as well as providing support for offices in Honolulu and Orlando. • Responsible for training new contact center staff and making sure there is clear understanding of new and existing operation procedures, policies and products.• Supported key clients in additional duties including resetting account log-ins, investigating problem confirmation/black-out problems and responding to vendor inquiries (hotel no-shows/vouchers, etc.).• Provide exceptional customer service while processing inbound reservation requests, cancellations and passenger requests from internal reports via reservations system • Maintained profitability for the company while resolving customer service issues• Managed reports via Zendesk for ensuring consistent email volume, phone data, and customer satisfaction.• Provided a personal customer service experience for both international and domestic clients. • Oversaw a customer service program that assists in pre and post travel analysis and tracking.• Developed custom text and itinerary components of touring products• Managed all packaging and shipping of tour packets for international clients