Call Center Customer Service
Resume:
Aaron Giles
Fontana, CA
*****.*****@*******.***
SUMMARY
A seasoned professional with 10+ years of expertise in telecommunications and customer service, specializing in call center design, management, and optimization. Proven ability to enhance customer experiences through strategic planning, system improvements, and effective team leadership. Experienced in vendor management, cost-saving initiatives, and training development, ensuring seamless operations and client satisfaction.
CORE COMPETENCIES
Call Center Design & Management
Customer Relationship Management (CRM)
Vendor Negotiation & Management
Team Leadership & Training
VoIP Network Planning
Process Optimization & Cost Reduction
Advanced Troubleshooting & Support
Telecom System Conversions & Upgrades
PROFESSIONAL EXPERIENCE
Remote Consultant – Various Projects
7/2021 – 11/2024
Designed and optimized call center reporting tools and workflows for improved customer satisfaction.
Collaborated with teams to implement telecom solutions, ensuring seamless communication and minimal downtime.
Supported service inquiries and troubleshooting for enterprise-level clients.
Pomona Valley Hospital Medical Center
Sr. Telecom Engineer (Remote Consultant)
7/2020 – 11/2021
Led the transition from Avaya Red to Avaya Blue systems, enhancing service reliability and scalability.
Designed call center workflows to improve customer interaction efficiency.
Developed policies and procedures to standardize telecom operations.
Established disaster recovery plans to ensure uninterrupted customer service.
Telecare Corporation
Sr. Telecommunications Analyst (Remote Consultant)
1/2020 – 6/2020
Managed service requests and provided technical consulting to improve customer service operations.
Coordinated telecom equipment provisioning and inventory management.
Enhanced call center operations using 8x8, RingCentral, and Five9 platforms.
Torrance Memorial Medical Center
Telecom Manager/Telecom Architect
10/2014 – 7/2019
Oversaw major IT projects focusing on cost reduction and customer service improvements.
Developed call center training manuals, boosting employee efficiency by 50%.
Led a team in implementing SIP protocol, reducing costs by over 40% annually.
Directed integration of RightFax for improved communication with clients.
Negotiated vendor contracts, saving $156K in the first year.
Auction.com
Telecom Manager
4/2013 – 8/2014
Designed and programmed global call centers to enhance customer engagement.
Implemented LiveOps cloud-based solutions for virtual call flows.
Managed system integrations to ensure seamless customer communications.
PacTrust Bank / Banc of California
Telecom Manager
1/2012 – 4/2013
Converted and updated locations to new voice systems, ensuring reliable customer interactions.
Designed and administered Cisco-based call centers, enhancing service capabilities.
Achieved $152K in annual cost savings through strategic planning and contract negotiations.
EDUCATION & TRAINING
Mt. San Antonio College
Avaya Performance Complete Training
Cisco UCCX Training
Total Quality Management Course
USMC Telecommunications Wireman (1982–1986)
TECHNICAL SKILLS
Avaya (CMS, Aura, VoIP, PBX Systems)
Cisco (Call Manager, UCCX, Unity Admin)
8x8, RingCentral, Five9, LiveOps
Microsoft Lync
SIP Protocol, Trunking, and Telecom Circuits
Telecom Expense Management (TEM)
ACHIEVEMENTS
Led 3 corporate relocations with zero downtime.
Spearheaded telecom system upgrades, saving clients over 40% in costs annually.
Improved employee training processes, increasing call center efficiency by 50%.
Designed disaster recovery plans to ensure uninterrupted customer service operations.
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