Arnold Ybañez
Call Center Operations - Vice President of Customer Experience @Spruce Power
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WORK HISTORY
Call Center Operations - Vice President of Customer Experience @Spruce Power
Houston, TX, US
Lead customer success, inside sales, and customer support operations, accountable for customer satisfaction, retention, upsell, and service delivery across residential solar portfolios.• Own P&L for service support and O&M functions, managing operating budgets, cost-to-serve, and revenue protection initiatives.• Increased CSAT by 100%+ by redesigning customer journeys, IVR workflows, escalation paths, and cross-departmental operating processes.• Reduced cost per transaction by up to 75% by implementing digital self-service channels, including chat and SMS, and optimizing contact strategies.• Oversaw onboarding of new solar organizations via Spruce Pro, aligning CRM tools, service workflows, and customer support models to ensure seamless adoption.• Led the enterprise integration of acquired solar assets by coordinating Legal, IT, Finance, and Customer Service to align contracts, billing, and CRM platforms, minimizing customer disruption.• Implemented Zendesk and ServiceNow across internal teams and third-party vendors, standardizing workflows, enhancing operational visibility, and strengthening SLA compliance.• Developed executive dashboards and board-level performance packages that link KPIs to customer satisfaction, margin, and revenue outcomes.• Built leadership bench strength through succession planning and manager development across multiple organizational layers.
EDUCATION
University of Phoenix
BA, Business Management
SKILLS
ABOUT ARNOLD YBAÑEZ
With 20 years of experience, I specialize in building high-performing teams and driving customer experience, quality, financial, and production metrics results. My expertise lies in fostering strong employee and client relationships through exceptional interpersonal skills and clear communication at all organizational levels.I am adept at managing large-scale programs and projects in fast-paced environments, consistently delivering outcomes that align with organizational goals. I am passionate about creating collaborative, results-driven cultures that enhance team performance and client satisfaction.Specialties: Call Center Consolidation & Standardization Balance Scorecard Implementation People Management and Development Client Development & Relationship Building Support Center Design and ImplementationSales Strategy Design Curriculum Development Project Management Product Growth & Development Key Metric Identification & Reporting Incentive Pay for Performance Vendor Relationship ManagementPartner Performance Management
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