aaron corn , mba , six sigma bb
Director Of Customer Service at Rue Gilt Groupe
director technical engineering nuvolo
contact center implementation management expert . six sigma black belt senior program manager rue gilt groupe boston . overall program management responsibility implementation customer service contact center day-to-day operation support . extensive experience working c-level management , organizational budget 8-figure range , managing contact center 300 agent . specializing process improvement developing short long-term road-maps . approach business customer-centric , consultative approach , ha helped form lasting , valuable relationship throughout career . also maintain extensive background technology technical proficiency various cloud computing software application , including salesforce , servicenow , sharepoint . also operational experience acd workforce management application . please feel free reach question regarding background future business opportunity . look forward connecting .
Rue Gilt Groupe
https://www.linkedin.com/company/rue-gilt-groupe
Director Of Customer Service
Boston, Massachusetts, United States
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Rue Gilt Groupe
https://www.linkedin.com/company/rue-gilt-groupe
Senior Program Manager
Boston, Massachusetts
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Road Scholar
https://www.linkedin.com/company/road-scholar
Assistant Vice President of Operational Excellence
Oversee operational support for company’s four contact centers for budget, technology, staffing, workflow, and reporting. 

Control costs and oversee budgets for the organization's four contact centers with over 150 agents.
 
Devise short-term and long-term roadmap to guide department expansion, which is utilized by executive leadership for facility growth planning and budgeting.

Manage reporting and metrics department to deliver automated dashboards and valuable real-time data to key stakeholders. 

Key Achievements:

Increase productivity by 15% across all call centers as a result of changes in overhaul direction of ACD call routing and post-call functionality.

Reduce manual effort for report generation by 75%.

Lead department in development of KPIs, capacity planning, resource scheduling, and long-range forecasting.

Direct productivity studies for each functional group within contact centers and implement improvements based on findings, resulting in up to 15% efficiency gains.
Greater Boston Area
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Harvard Partners, LLP
https://www.linkedin.com/company/harvardpartners
Consultant
Provided technical leadership to CIO and senior executives through end-to-end assessment of IT End-User Services Group.

Focused on maintaining excellence in areas including workflow, policies and procedures, documentation, knowledge management, leadership, and staff development.

Oversaw ServiceNow implementation; established workflow, processes, and requirements.

Delivered 5 year technical and process roadmap to support organizational growth to C-Level Management.

Restructured global support teams to drive efficiency and timely resolution of issues.
 
Key Achievements:

Reduced backlog of two weeks to 24 hours, and increased initial response time from 24 hours to 30 minutes with no increase in headcount.
 
Orchestrated global end-user support team across ten countries.
Greater Boston Area
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1A Auto
https://www.linkedin.com/company/1a-auto
Director of Customer Support and Inside Sales
Grew Customer Service and Inside Sales team from approximately 20 to over 80 support agents.  Increased per person weekly sales from $3500 to $5300.  
Built training department, and expanded role of new hire and on-going training.
Established Gamification program.
Oversaw the build out of 2 new contact centers do to expansion and relocation of CS department.
Pepperell, M
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Wallace Hill Studios
Director of Sales and Operations
Established and formalized business operations and best practices for photography business.

Planned and led employee training and mentorship opportunities to advance staff understanding of product and service offerings.

Created sales strategies and marketing materials for B2B and B2C products and services.

Spearheaded company's primary photography services, including photography and editing, sales, and customer service.

Key Achievements:

Led business to achieve over 98% customer satisfaction.

Developed sales team to target corporate and educational accounts, leading to key account acquisitions within first six months.
Townsend, MA
Modis, Inc.
https://www.linkedin.com/company/modis
Program Director
Design, Implementation, and Management of Outsourced IT Help Desks and Contact Centers.

Directed implementation of program software for pharmaceutical, financial services, and high tech clients. Software and technology implementation included Help Desk, Desk Side, Citrix Support, MS and Unix Admin, Packaging.

Established long-term relationships with clients, including C-level executives, through superior customer service and day-to-day support.

Key Achievements
Introduced and guided design and delivery of new Remedy and ServiceNow CRM solution.

Executed pre-sales solution-based selling strategies for outsourced IT engagement opportunities. 

Successfully implemented three major accounts generating $12M in annual revenue within 18-month period.
Burlington, ma
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Progress Software
https://www.linkedin.com/company/progress-software
Sr. WW Operations Mgr.
Utilized Primus/ATG in oversight of Knowledge Center Support for Technical Support Department.

Managed Software as a Service (SaaS) distribution model; fostered relationships with third party vendors.

Headed company's worldwide operations department with direct oversight of critical areas including case management, knowledge management, reporting systems, technical support, and relationship management.

Collaborated with cross-functional teams across various sites, including customer service teams based in international locations.
  
Key Achievements:

Implemented Knowledge Centered Support model for Global Contact Centers, resulting in a 10-fold increase in knowledge-based contact and 300% increase in self-service usage.

Diverted 30K support calls per year to self-service after implementation of new support model.
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Mangosoft
Director of Technical Support
Designed and Implemented Technical Support department for MangoSoft startup software sales.
Applix
https://www.linkedin.com/company/applix
Technical Support Manager
Manged Global CRM customer support team.
Fidelity Investments
https://www.linkedin.com/company/fidelity-investments
Implementation Manager
Implementation Manager with Fidelity to design and deliver outsourced HR/PR services to Enterprise customers and their employees.
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corporate software
Group Manager
Managed teams of up to 350 CSRs on various Windows based applications
Stream International
Group Manager
Implemented and managed large-scale call centers in an outsourced environment.  Stream (previously Corporate Software) provided software technical support for most of the major developers in the 1990's.
Swan Technologies
Technical Support Manager - London, UK
Responsible for implementation and management of Swan Technologies UK technical Support Center.
Political Science
Bachelor’s Degree
Penn State University
https://www.linkedin.com/school/penn-state-university/
Political Science
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International Business
Master of Business Administration - MBA
Regis University
https://www.linkedin.com/school/regis-university/
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Salesforce.com Implementation
Executive Sponsor for Salesforce.com Implementation
Program Manager for Contact Center Implementations
Program manager for three contact center implementations over a five-year span.  Oversight included complete turn-key solution of staffing, technology, work-flow design, training, and deployment
Children
Townsend Ashby Youth Soccer Association
Coach
Arts and Culture
Townsend Memorial Library
Board of Trustees Co President
https://www.credential.net/f57dgdzt
Lean Six Sigma Black Belt
11625092
www.credential.net
Six Sigma Global Institute
Cathleen Thier
      
          



            
              
        
              
  

    
        I enjoyed being on Aaron's team.  Aaron was always anticipating needs, inspiring us to find the best solution and lead proactively.  Aaron has an amazing ability to build relationships, collaborate and leverage diversity, and provide visionary thinking. Stephen Slayton
      
          



            
              
        
              
  

    
        I’ve had the pleasure of knowing and working with Aaron for many years. What distinguishes Aaron Corn from other achievers is that he puts a high value on pushing the potential of not only himself, but of ALL those around him. His ability to translate the complex into simple terms with visual impact makes him an ideal asset to any company looking to solve customer support problems in creative ways. 

He leads by example. He follows through on his commitments. He manages chaos with a calming, empathic, centered approach. His systematic method for getting things done allows him to tap into reserves of energy in himself and others to really get creative and get jazzed about the work at hand, when it’s needed most. His positive energy is consistent and empowering to those around him and makes the game that much more fun 
 
Aaron and I have worked together on the very large pursuits for outsourcing as well as other major client contracts.  Aaron pulls together all elements of the solution, understands how the components work and how they must fit together and aggregates all the inputs to complete the solution.  His client relationships are strong, built on understanding of the client's needs through careful listening and attention to detail  I enjoy working with Aaron and will always consider him to be a trusted business partner because the results are always a win for our customers and for the company.
Want to connect your hospital’s support teams, assets, workflows, and applications while protecting your OT assets? Come talk to Tom Stanford and the…
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If you're attending #WEST2022 on February 16, make sure to visit us at Kiosk 6 in the Carahsoft Partner Pavilion!We're excited to share a demo of…
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We are pleased with our decision to affiliate with Lamacchia Realty. Here we are with the man, the myth, the legend…..and it’s all true. Anthony…
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Liked by Aaron Corn, MBA, Six Sigma BB
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The Project Manager Network - #1 Group for Project Managers
https://www.linkedin.com/groups/37888
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Photography Industry Professionals
https://www.linkedin.com/groups/66373
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Wildlife Photography Worldwide
https://www.linkedin.com/groups/2966249
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Worldwide Contact Center Executives
https://www.linkedin.com/groups/4345287
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Call Center Managers (4052219)
https://www.linkedin.com/groups/4052219
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Customer Support Professionals
https://www.linkedin.com/groups/1807901
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Knowledge Management Best Practices
https://www.linkedin.com/groups/2122279
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Customer Service Innovation Group
https://www.linkedin.com/groups/1763357
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eBikeNewZ
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Aircraft Owners and Pilots
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ITIL 4 & ISO20000 Service Management ITSM SIAM SRE DevOps Agile
https://www.linkedin.com/groups/51930
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Knowledge Management Association (KMA)
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Association of Support Professionals
https://www.linkedin.com/groups/2748808
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Regis University MBA Alumni
https://www.linkedin.com/groups/84579