Aaron T.
Senior Customer Experience Representative @Whataburger
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WORK HISTORY
Senior Customer Experience Representative @Whataburger
San Antonio, TX, US
As a Senior Customer Experience Representative at Whataburger’s corporate office, I play a key role in optimizing customer interactions, resolving complex issues, and identifying trends to enhance overall satisfaction. My responsibilities include:• Customer Resolution & Support: Manage and resolve customer complaints for both mobile orders and in-unit transactions, determining the best course of action through refunds, mobile points, or escalation.• Process Optimization: Spearheaded a transition from standard response templates to AI-enhanced, personalized guest communications, leading to an increase in post-resolution survey scores.• Data Analysis & Trend Identification: Track and analyze customer complaint patterns to pinpoint deeper-level issues, contributing to operational improvements and strategic decision-making.• Cross-Functional Collaboration: Work closely with operations, delivery service providers, marketing, digital, and retail teams to develop customer-centric solutions.• Fraud Prevention & Risk Management: Partner with the treasury department to investigate and mitigate fraudulent activity.• Digital Support & Troubleshooting: Assist in resolving mobile app issues, ensuring a seamless user experience.• Promotional Offer & Loyalty Program Oversight: Collaborate with the digital team to ensure proper functionality of mobile offers and coupons, identifying and addressing redemption issues.• Brand Engagement & Customer Loyalty: Engage with fans and supporters of Whataburger, overseeing the distribution of branded merchandise to enhance customer relationships.
EDUCATION
The University of Texas at San Antonio
Master of Science (M.S.), Kinesiology and Exercise Science
Texas Christian University
Bachelor of Science (B.S.), Kinesiology and Exercise Science
ABOUT AARON T.
Passionate about customer experience, problem-solving, and process optimization. I thrive on finding innovative ways to enhance operations and drive efficiency. With experience in customer care, digital troubleshooting, and cross-functional collaboration, I have developed a strong ability to identify trends, improve workflows, and implement solutions that positively impact both customers and internal teams.At Whataburger’s corporate office, I have led initiatives to personalize customer interactions, streamline response processes, and troubleshoot technical issues for both guests and restaurant teams. Whether it’s resolving complex customer concerns, analyzing data to uncover deeper issues, or collaborating with internal departments to improve digital experiences, I am always looking for ways to create meaningful improvements.I’m excited to continue growing in roles that allow me to leverage data-driven insights, enhance operational strategies, and contribute to a company’s long-term success. Let’s connect!
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