Ernie Aquino
Director, Customer Service & Technical Support @unWired Broadband
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WORK HISTORY
Director, Customer Service & Technical Support @unWired Broadband
Lead cross-functional teams that span technical support, customer service and sales. Ensuring seamless service delivery, top-tier customer satisfaction, and consistent revenue growth through high-performance team leadership and operational excellence. Implemented process improvements, elevated KPIs: NPS, first-call resolution, and fostered a strong culture of accountability, service, and sales success. I’m passionate about developing and empowering people, aligning them around clear goals, and creating environments where both employees and customers thrive.• Played a key role in achieving a 21.5% improvement in NPS (65 → 79), outperforming the ISP industry benchmark by over 150%, through team development, service quality coaching, and customer-centric support strategies • Implement team coaching, process improvements, and performance management to drive accountability and engagement.• Cultivate a customer focused culture that supports problem resolution, retention, and upsell opportunities.
EDUCATION
Landmark
Leadership, Communication & Performance
SKILLS
ABOUT ERNIE AQUINO
As a seasoned customer support and technical support leader, I align organizational purpose with employee actions to drive sustainable success; balancing long-term vision with actionable strategies, cultivating a positive, high-performance environment. Acting as a catalyst, I exist to empower teams, build trust, and foster engagement to achieve, rather than just manage, results. Also, I am fun and people like me! Specialties:Change ManagementStrategic ThinkingCustomer Support OperationsTalent Acquisition and OnboardingEmployee DevelopmentCustomer Relationship ManagementProgram ImplementationOperations EfficiencyBusiness Processing OutsourcingProject ManagementCost Reduction Quality Assurance Curriculum Development & TrainingSupport Process DevelopmentQuality Control Contact CenterPayroll ManagementBusiness Intelligence Reporting
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