Christopher Aullet Arias

Christopher Aullet Arias

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México, Mexico

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Résumé


Jobs verified_user 0% verified
  • SpotOn
    Quality Excellence - Senior Manager
    SpotOn
    Dec 2023 - Sep 2024 (10 months)
    Led the Quality Assurance team responsible for evaluating the performance of Field Operations, ensuring compliance with internal standards, and identifying areas for process improvement. Increased QA accuracy in audits to 95%, ensuring thorough review of field operations' work. Implemented a compliance tracking system to monitor adherence to company policies and service protocols. Developed a feedback loop with field operations, leading to a 20% improvement in first-time compliance. Reduced error rates in Field operations by 15%, ensuring better execution and service delivery.
  • SpotOn
    Restaurant Tech Support Senior Manager
    SpotOn
    Jun 2022 - Mar 2024 (1 year 10 months)
    Managed end-to-end restaurant support operations, aligning service delivery with business objectives and client needs. Maintained CSAT >= 4.5, reflecting consistent high satisfaction levels. Ensured 90% of escalations were resolved within 3 hours, with other grades resolved within 8 hours. Enhanced E-survey performance to >=4.0, leveraging feedback for continuous improvement. Optimized backlog processes, leading to a 15% improvement in resolution times across restaurant support teams.
  • SpotOn
    Customer Support Manager
    SpotOn
    Apr 2021 - Jun 2022 (1 year 3 months)
    Managed end-to-end Customer support operations, aligning service delivery with business objectives and client needs. Maintained CSAT >= 4.5, reflecting consistent high satisfaction levels. Ensured 90% of escalations were resolved within 3 hours, with other grades resolved within 8 hours. Enhanced E-survey performance to >=4.0, leveraging feedback for continuous improvement. Optimized backlog processes, leading to a 15% improvement in resolution times across restaurant support teams.
  • F
    Manager of Strategy and Customer Experience
    Feedbackly
    Feb 2018 - Jan 2021 (3 years)
    Led the development and execution of customer experience (CX) strategies for key clients, aligning CX initiatives with business objectives and client needs. Increased market share by 400%, delivering strategic solutions for top clients such as GNP, InnovaSport, and Merck. Established the CX Academy, a dedicated internal department for training and certifying teams in CX best practices. Implemented KPI tracking systems for NPS and CSAT, driving significant improvements in client performance. Led the development of customer journey maps (CJM), improving first-time resolution rates by 25%.
  • Aeroméxico
    Voice of the Customer & Quality Supervisor
    Aeroméxico
    Mar 2015 - Sep 2017 (2 years 7 months)
    Supervised the Voice of the Customer (VOC) and quality initiatives, ensuring consistent monitoring of customer feedback and driving improvements across customer service channels. Increased CSAT by 19 points, leading to a significant boost in customer satisfaction across multiple touchpoints. Improved quality of service performance from 72% to 91%, through consistent monitoring and process refinement. Implemented a comprehensive NPS/CES structure, enabling better insights into customer behavior and satisfaction drivers. Implemented the First Internal Network for VIP clients increasing 60% the CSAT and 150% the CES. Enhanced real-time survey tools using Medallia and QuestionPro, improving responsiveness to customer feedback.
Education verified_user 0% verified
  • Universidad Tecnológica de México
    Licenciatura en Publicidad y Medios, Fotografía, Diseño, e Idealización
    Universidad Tecnológica de México
    Jan 2012 - Dec 2015 (4 years)
    He desarrollado habilidades para el desarrollo, comprensión e implementación de campañas publicitarias; He participado en diferentes ferias y talleres como "Bengala" (Festival de Premiación de Audiovisuales). Análisis de datos y estrategias de mejora continua logrando hacer una convergencia entre la estadística, el marketing y la publicidad. Finalmente logré graduarme de la universidad con el promedio más alto de mi carrera 97.6
  • Universidad Tecnológica de México
    Licenciatura, Publicidad
    Universidad Tecnológica de México
    Jan 2012 - Dec 2015 (4 years)
    Skills: Resolución creativa de problemas · Establecer prioridades del trabajo
  • Universidad Nacional Autónoma de México
    Idioma Francés, Lengua Francesa
    Universidad Nacional Autónoma de México
    Jan 2006 - Dec 2008 (3 years)
    Aprendí el idioma Francés.