Ariel Solano
About Ariel Solano
Ariel Solano is a Manager at Alight Solutions in Toronto, Canada, with extensive experience in contact center supervision and quality assurance.
Current Role at Alight Solutions
Ariel Solano serves as a Manager at Alight Solutions in the Toronto, Canada area. In this role, he is responsible for maintaining client contract agreements related to Service Levels, First Call Resolution, Abandoned Rates, and Customer Satisfaction Surveys for all channels. He also manages escalated calls from BMO employees and those that have reached executive levels within BMO management, investigating root causes. Additionally, Ariel works closely with Client Managers to ensure that operations meet client visions, expectations, or concerns.
Previous Experience at DHL
Prior to his current role, Ariel Solano held multiple positions at DHL in Brampton, Ontario, Canada. From 2008 to 2014, he served as a Contact Centre Supervisor, overseeing day-to-day contact center operations. From 2008 to 2010, he also had the role of Head of Quality Assurance, where he was responsible for ensuring the quality standards of interactions within the contact center.
Experience at TAFE NSW and Department of Commerce
In 2007, Ariel Solano worked as a Commercial Coordinator at TAFE NSW in Sydney, Australia for four months. Prior to that, he served as an Information Officer at the Department of Commerce from 2006 to 2007 for six months, also in Sydney, Australia.
Early Career in Call Center Supervision
Ariel Solano began his career supervising call centers at various organizations. From 2003 to 2006, he worked as a Contact Centre Supervisor at Ford Motor Company. Earlier, he served as a Call Center Supervisor Outsourcing (Direct Energy) at Total Credit Recovery Limited from 1999 to 2002 in the Toronto, Canada area.
Responsibilities and Skills
Ariel Solano is skilled in using the Nice system to capture and evaluate 100% of calls for quality management and agent coaching. He conducts huddles and team meetings to provide updates on policy, procedures, or behavioral trends. Additionally, he partners with the Training Manager to address coaching needs identified during sessions, ensuring continuous improvement in service quality.