Open to opportunities

Arcelie Agustin

@arcelieagustin

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Customer experience and operations leader driving CX transformation and team performance.

United States

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What I'm looking for

I seek roles where I can lead CX and operations teams to scale service, drive retention, and implement data-driven, cross-functional improvements in a collaborative, growth-oriented culture.

I am a seasoned customer experience and operations leader with 15+ years building high-performance teams, scaling global support operations, and delivering measurable improvements in retention, CSAT, and revenue through process improvement and data-driven strategies. I have led large call centers, managed offshore vendor relationships, and implemented AI-enabled tools and governance frameworks to reduce response times and escalations while improving quality and employee engagement.

My background spans B2B, B2C, nonprofit, and retail environments where I have launched loyalty programs, optimized lifecycle campaigns, and partnered cross-functionally to translate Voice of the Customer into product and service innovation. I am known for coaching and developing teams, instituting SOPs and Six Sigma-informed initiatives, and delivering executive reporting that aligns service delivery with strategic business goals.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Consultant

Current

AKA Consulting

Jan 2019 - Present (7 years)

Provided consulting to improve customer service strategy, reduce service costs, and modernize call center tools and QA protocols, delivering measurable CSAT and efficiency gains for clients.

Consulting & QA Training Development CSAT

Director of Customer Experience

Jonathan Louis International

Jan 2024 - Jul 2025 (1 year 6 months)

Led CX and service operations for a national furniture brand, improving CSAT and NPS while optimizing FCR, AHT, and service level through scalable SOPs and cross-functional initiatives.

Customer Experience Strategy SOP Development CSAT NPS FCR AHT Vendor Management

Head of Customer Service

Juvia's Place LLC

Mar 2021 - Jan 2024 (2 years 10 months)

Managed global support operations and vendor partners, launched loyalty programs and training that boosted retention and reduced response time while enhancing customer journey mapping.

Loyalty Programs Vendor Management Training Development Customer Journey Mapping CSAT Escalation Management CRM

Customer Experience Manager

ProSites

Nov 2019 - Mar 2021 (1 year 4 months)

Led CX strategy for digital healthcare solutions, improving onboarding and retention through scalable service processes and cross-functional product and marketing alignment.

Onboarding Retention Strategy CSAT NPS Cross Functional Collaboration Process Design Customer Advocacy Coaching

Customer Service Manager

HydraFacial LLC

Jul 2018 - Nov 2019 (1 year 4 months)

Managed service teams supporting skincare clients and distributors, implementing protocols that reduced escalations and improved satisfaction across lifecycle touchpoints.

Lifecycle Management Training B2B Support Customer Feedback Analysis Cross Functional Collaboration CSAT

Senior Customer Experience Manager

SitOnIt Seating

Aug 2016 - Jul 2018 (1 year 11 months)

Drove customer journey and post-sale support improvements for workplace furniture, streamlining order, fulfillment, and escalation processes to boost retention and service KPIs.

Escalation Management Training Development KPI Analysis Process Improvement

Call Center & Warranty Manager

Living Spaces

Aug 2015 - Aug 2016 (1 year)

Led customer service and warranty operations for retail furniture, improving response times and coordination with logistics and showroom teams to reduce service complaints.

Logistics Coordination Training CSAT

Assistant Call Center Director

The Salvation Army

Apr 2012 - Aug 2015 (3 years 4 months)

Supported operations and HR for a high-volume mission-driven call center, implementing training and compliance processes that improved service quality and employee retention.

HR Management Training Development Compliance Recruitment Employee Relations Performance Coaching

Call Center & Inside Sales

Waste Management

Apr 2004 - Feb 2012 (7 years 10 months)

Managed high-volume call center and inside sales operations, improving conversion rates and customer satisfaction through coaching, performance tracking, and coordinated field support.