Aaron B. Scarlett
About Aaron B. Scarlett
Aaron B. Scarlett serves as the Director of Customer Experience Global Solutions & Continuous Improvement at TELUS International, where he has significantly enhanced customer experience and employee satisfaction. He has a diverse background in customer service management, having held various roles across multiple companies, including Bell and Convergys, and has achieved notable improvements in sales and operational efficiency.
Current Role at TELUS International
Aaron B. Scarlett serves as the Director of Customer Experience Global Solutions & Continuous Improvement at TELUS International. He has held this position since 2019, contributing to the organization for five years in NCR - National Capital Region, Philippines. In this role, he focuses on enhancing customer experience strategies and implementing continuous improvement initiatives across global solutions.
Previous Experience in Customer Experience Management
Prior to his current role, Scarlett worked at TELUS International Philippines as the Director of Customer Experience & Coaching Excellence from 2015 to 2019. His experience also includes positions at Convergys as Senior Manager of Customer Experience & Complaints, and at Percepta as Business Operations Manager. Throughout his career, he has developed and implemented various customer experience programs that have significantly improved performance metrics.
Education and Professional Development
Aaron B. Scarlett studied at UC Irvine, Extension, where he completed the Fundamentals of Management program in 2015. He also attended York University - Schulich School of Business, focusing on Business/Corporate Communications. His educational background supports his expertise in management and customer relations.
Achievements in Customer Experience
Scarlett has a proven track record of improving customer experience metrics. He reduced Telecommunication Industry Ombudsman complaints by 33% within three months. He also established a customer experience accreditation program that impacted over 600 team members globally. His initiatives have led to significant improvements in sales and service levels, including a 200% increase in sales for outsourced call centers within the first 30 days.
Impact on Employee Engagement
During his tenure at TELUS International, Scarlett achieved a 93% employee satisfaction and engagement score as measured by Aon Hewitt. His leadership and innovative approaches have fostered a positive work environment, contributing to high levels of employee morale and productivity.