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JESÚS AGUILAR

@ralph-aguilar

Bilingual Customer Experience and Quality Assurance professional with 10 years of relevant experience, SaaS support, contact center operations, CRM

Mexico

Message

At Teletrac Navman, I raised first-contact resolution to 95%+ and reduced escalations by 25% through proactive triage, troubleshooting, and root-cause analysis. I also supported CRM migration by auditing, cleansing, and validating customer records.

Across customer service and quality roles at National Facility Contractors, Ultim Marketing, and Hexaware, I've improved SLA compliance, CSAT, workflow visibility, onboarding, and agent readiness. I bring 8+ years of bilingual SaaS support, CRM operations, KPI reporting, coaching, and customer communications experience.

Experience

Work history, roles, and key accomplishments

Customer Specialist, SaaS Support & Customer Experience

Teletrac Navman

May 2025 - Mar 2026 (10 months)

Raised first-contact resolution to 95%+ by implementing proactive triage and troubleshooting protocols. Reduced escalations by 25% through root-cause analysis and cross-functional collaboration.

SaaS Support Customer Experience CRM Troubleshooting Root Cause Analysis Escalation Management Knowledge Management SOP Development Data Cleaning Data Validation

Customer Service / Quality Assurance

National Facility Contractors

Jan 2022 - May 2025 (3 years 4 months)

Maintained SLA compliance and on-time delivery by coordinating dispatch, inventory, order fulfillment, and customer communications. Built recurring KPI reporting using Power BI, Excel, and Salesforce.

SLA Compliance KPI Reporting Power BI Excel Salesforce Customer Service Coordination Training

Customer Service / Trainer

Ultim Marketing

Jul 2020 - Jan 2022 (1 year 6 months)

Achieved 92%+ CSAT by delivering empathetic customer support, complaint resolution, and service recovery in a HIPAA-compliant environment. Accelerated new-agent readiness through onboarding, training, coaching, and knowledge transfer.

Customer Service CSAT Complaint Resolution Training Coaching Knowledge transfer HIPAA

Customer Service / Quality Assurance

Hexaware

Sep 2017 - Jul 2020 (2 years 10 months)

Consistently met SLA, AHT, and FCR targets while managing high-volume customer interactions across multiple client accounts. Strengthened quality and compliance through accurate CRM documentation, quality feedback, peer coaching, and best-practice sharing.

SLA AHT FCR CRM Quality Assurance Customer Service Peer Coaching