Aaron Aragonez: Head of Operations

Evaluate, innovate, and implement both front-end and back-end improvements focusing on the existing and new subscriber journey for Rachel Zoe's Box of Style, the high-end fashion and beauty subscription service delivering a new experience every season of the year. With a focus on subscriber experience, internal processes and procedures, logistic operations, and a stakeholder in marketing and social initiatives, Box of Style has found itself as one of the top luxury subscription services and received SUBTA's 2018 Women's Box of the Year award.

Managing company processes, procedures, and partnerships at Newegg Inc. as they relate to customer satisfaction and an unmatched experience. With a focus on the following areas: Project management o Manage up to 30 projects and initiatives in collaboration with several different departments for overall customer experience and corporate improvements. Project outcomes have provided: • 18% contact deflection YOY. • Cost savings of 14% on individual contact cost. • New contact channel implementation in 3 months, re-routing 3% of volume from higher-cost channels. • Efficient company-wide issue resolution processes and communication practices resulting in 45 minute resolution time involving as many as 4 different departments in each resolution. Operation Analysis o Utilized large data sets like sales, returns, customer feedback and surveys to decrease wait time and contact volume while increasing customer satisfaction. o Evaluating and forecasting contact volume, staff needs, and handle

Provided leadership and guidance for two sub-divisions of Customer Service at Newegg: • Public Image provided a customer service presence through social media, message boards, and retail rating websites, gathering customer feedback that missed normal contact channels and ensuring all issues were resolved. • Customer Service Helpdesk team acts as the gateway between Customer Service and other departments within Newegg, providing an avenue of communication that resolved customer’s issues as they related to external departments.

Refined and implemented the quality standards by which Newegg Customer Service Representatives were evaluated. Conducted training for the entire department to ensure standards were met. Performed supervisory duties for the Quality Assurance team by establishing goals, mentoring, and assigning daily workload.

Supervised the front-lanes for one of the leading discount stores, Target. Provided issue resolution to staffed Guest Service and Cashier employees and ensured customers received the exceptional service Target is known for.