Aaron Corn, MBA, Six Sigma BB
Director Of Customer Service at Rue Gilt Groupe
Director Of Technical Engineering at Nuvolo
Contact center implementation and management expert.  Six Sigma Black Belt Senior Program Manager for Rue Gilt Groupe in Boston.  I have overall program management responsibility for the implementation of customer service contact centers and day-to-day operations support.  I have extensive experience working with C-Level management, organizational budgets in the 8-figure range, and managing contact centers over 300 agents.  Specializing in process improvement and developing short and long-term road-maps.   I approach business with a customer-centric, consultative approach, which has helped me form lasting, valuable relationships throughout my career. I also maintain an extensive background in technology with technical proficiency in various cloud computing and software applications, including Salesforce, Servicenow, SharePoint.  I also have operational experience with ACD and workforce management applications. 

Please feel free to reach out with any questions regarding my background or future business opportunities. I look forward to connecting with you.
Rue Gilt Groupe
https://www.linkedin.com/company/rue-gilt-groupe
Boston, Massachusetts, United States
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Director Of Customer Service
Rue Gilt Groupe
https://www.linkedin.com/company/rue-gilt-groupe
Boston, Massachusetts
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Senior Program Manager
Road Scholar
https://www.linkedin.com/company/road-scholar
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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Assistant Vice President of Operational Excellence
Harvard Partners, LLP
https://www.linkedin.com/company/harvardpartners
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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Consultant
1A Auto
https://www.linkedin.com/company/1a-auto
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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Director of Customer Support and Inside Sales
Wallace Hill Studios
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
Director of Sales and Operations
Modis, Inc.
https://www.linkedin.com/company/modis
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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Program Director
Progress Software
https://www.linkedin.com/company/progress-software
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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Sr. WW Operations Mgr.
Mangosoft
Designed and Implemented Technical Support department for MangoSoft startup software sales.
Director of Technical Support
Applix
https://www.linkedin.com/company/applix
Manged Global CRM customer support team.
Technical Support Manager
Fidelity Investments
https://www.linkedin.com/company/fidelity-investments
Implementation Manager with Fidelity to design and deliver outsourced HR/PR services to Enterprise customers and their employees.
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Implementation Manager
corporate software
Managed teams of up to 350 CSRs on various Windows based applications
Group Manager
Stream International
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.
Group Manager
Swan Technologies
Responsible for implementation and management of Swan Technologies UK technical Support Center.
Technical Support Manager - London, UK
Bachelor’s Degree
Political Science
Political Science
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Penn State University
https://www.linkedin.com/school/penn-state-university/
Master of Business Administration - MBA
International Business
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Regis University
https://www.linkedin.com/school/regis-university/
Executive Sponsor for Salesforce.com Implementation
Salesforce.com Implementation
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
Program Manager for Contact Center Implementations
Children
Townsend Ashby Youth Soccer Association
Coach
Arts and Culture
Townsend Memorial Library
Board of Trustees Co President
Six Sigma Global Institute
www.credential.net
11625092
Lean Six Sigma Black Belt
https://www.credential.net/f57dgdzt
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.
Shared by Aaron Corn, MBA, Six Sigma BB
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Want to connect your hospital’s support teams, assets, workflows, and applications while protecting your OT assets? Come talk to Tom Stanford and the…
Shared by Aaron Corn, MBA, Six Sigma BB
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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…
The Project Manager Network - #1 Group for Project Managers
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https://www.linkedin.com/groups/37888
Photography Industry Professionals
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https://www.linkedin.com/groups/66373
Wildlife Photography Worldwide
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https://www.linkedin.com/groups/2966249
Worldwide Contact Center Executives
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https://www.linkedin.com/groups/4345287
Call Center Managers (4052219)
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Customer Support Professionals
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https://www.linkedin.com/groups/1807901
Knowledge Management Best Practices
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https://www.linkedin.com/groups/2122279
Customer Service Innovation Group
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https://www.linkedin.com/groups/1763357
eBikeNewZ
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https://www.linkedin.com/groups/4121967
Aircraft Owners and Pilots
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ITIL 4 & ISO20000 Service Management ITSM SIAM SRE DevOps Agile
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Knowledge Management Association (KMA)
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https://www.linkedin.com/groups/4130788
Association of Support Professionals
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https://www.linkedin.com/groups/2748808
Regis University MBA Alumni
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