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Ralph Aguilar

@ralphaguilar

Customer Service, Quality Assurance, and Training Specialist with 9+ years of experience in high-volume support environments,

Mexico

Message

What I'm looking for

I’m looking for a customer support role where I can own QA and coaching, improve CSAT/FCR/SLA with data-driven insights, and help teams standardize workflows through process improvements, CRM systems, and continuous training.

I’m a Customer Service, Quality Assurance, and Training Specialist with 9+ years in high-volume support environments, logistics operations, and CRM systems. I’ve consistently improved CSAT to 92%+ and driven 95%+ first-contact resolution (FCR) while maintaining SLA compliance, reducing escalations through proactive issue resolution and cross-functional collaboration.

I strengthen teams through call quality monitoring, coaching, onboarding, and performance analysis—using QA scorecards, calibration sessions, and root cause analysis to turn feedback into measurable results. I’ve also supported CRM migration and system integrations by ensuring data accuracy and integrity, and I enjoy building process improvements that standardize service delivery.

Experience

Work history, roles, and key accomplishments

Customer Specialist

Teletrac Navman

May 2025 - Mar 2026 (10 months)

Delivered 95%+ first-contact resolution (FCR) in a high-volume customer support environment and reduced escalations by 25% through proactive issue resolution. Ensured CRM migration data accuracy and contributed to knowledge base and process improvements.

Customer Support First Contact Resolutions Escalation Management CRM Migration Service Recovery KPI Tracking Process Improvement Cross Functional Collaboration Call Quality Monitoring

Customer Service / QA

National Facility Contractors

Jan 2023 - May 2025 (2 years 4 months)

Managed end-to-end customer operations including inventory, dispatch, and order fulfillment while monitoring KPIs to drive operational efficiency. Ensured SLA compliance and on-time delivery through cross-functional coordination and improved workflows through process optimization.

Customer Service Operations KPI Reporting SLA Workflow Optimization order fulfillment Cross Functional Collaboration Performance Improvement

Customer Service / Trainer

Ultim Marketing

Dec 2021 - Jan 2023 (1 year 1 month)

Achieved 92%+ CSAT by delivering empathetic customer support and resolving complex issues to reduce repeat contacts and improve retention. Trained and onboarded new agents while maintaining HIPAA compliance and contributing to quality improvement through feedback and issue analysis.

Customer Experience (CX)CSAT Quality Improvement HIPAA compliance Training & Coaching Onboarding Knowledge transfer SOP Development

Customer Service / QA

Hexaware

Sep 2018 - Nov 2021 (3 years 2 months)

Managed high-volume customer interactions while meeting SLA, AHT, and FCR targets in a fast-paced support environment. Maintained accurate CRM documentation for compliance, supported team performance through peer coaching, and improved service quality through knowledge sharing.

SLA AHT Quality Assurance Knowledge Sharing Compliance