Customer Service Leader & Remote Support Specialist

Aaron Giles

Fontana, CA 909-***-**** *****.*****@*******.***

Professional Summary

Customer service–oriented professional with 10+ years of experience supporting clients in call center and remote environments. Skilled at resolving issues, managing escalations, and improving customer satisfaction through effective communication, training, and process optimization. Experienced with CRM and call center platforms (8x8, RingCentral, Five9, Avaya, Cisco), and highly adaptable to virtual collaboration tools. Recognized for improving team efficiency, reducing downtime, and ensuring seamless customer experiences.

Core Skills

Customer Service & Support (Phone, Email, Chat)

Remote Work & Collaboration (Teams, Zoom)

Call Center Operations & CRM Platforms (8x8, RingCentral, Five9)

Conflict Resolution & Escalation Management

Training, Mentorship & Knowledge Base Creation

Process Improvement & Workflow Optimization

Strong Written & Verbal Communication

Professional Experience

Remote Consultant – Customer Support & Telecom Projects (7/2021 – 11/2023)

Delivered remote customer support, handling inquiries, troubleshooting, and resolving client issues.

Designed workflows and reporting tools that increased customer satisfaction and improved response times.

Partnered with cross-functional teams to streamline service operations and reduce escalations.

Pomona Valley Hospital Medical Center – Sr. Telecom Engineer (Remote Consultant) (7/2020 – 11/2021)

Supported call center operations during a major telecom transition, ensuring continuity of service.

Created policies and procedures that standardized customer service interactions.

Designed call flows that reduced wait times and improved patient and staff communication.

Telecare Corporation – Sr. Telecommunications Analyst (Remote Consultant) (1/2020 – 6/2020)

Handled service requests, providing responsive support for staff and clients.

Improved call center functions through platforms such as 8x8, RingCentral, and Five9.

Coordinated provisioning and inventory to enhance customer response and staff efficiency.

Torrance Memorial Medical Center – Telecom Manager (10/2014 – 7/2019)

Developed customer service training manuals, improving agent efficiency by 50%.

Oversaw call center and IT projects that improved customer experience and reduced costs.

Led implementation of new communication tools that streamlined customer interactions across departments.

Auction.com – Telecom Manager (4/2013 – 8/2014)

Supported global call center operations, ensuring seamless customer engagement.

Implemented cloud-based solutions for virtual customer support across multiple regions.

PacTrust Bank / Banc of California – Telecom Manager (1/2012 – 4/2013)

Designed and supported call center systems to improve customer experience.

Negotiated vendor contracts, reducing costs by $152K annually while maintaining service quality.

Additional Experience

Earlier roles in telecom engineering and customer support leadership across BSH, ACS/Disney Travel, Encore Credit, New Century Mortgage, and Long Beach Acceptance Corp, with a focus on call center management, customer support, and technical issue resolution.

Education & Training

Mt. San Antonio College

Avaya & Cisco Call Center Systems Training

Total Quality Management Course

USMC – Telecommunications Wireman (1982–1986)

Key Achievements

Improved customer service efficiency by 50% through training and process optimization.

Prevented downtime during 3 corporate relocations, maintaining uninterrupted customer support.

Designed service recovery plans ensuring seamless remote customer operations.

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