Arnold Erazo

Background

About Arnold Erazo

With over two decades of IT Contact Center management and consulting experience; in addition to, eight plus years of ServiceNow Admin exposure in various industry segments, I feel uniquely qualified to assess business challenges and engineer solutions designed to identify and streamline quantifiable process improvements. As a ServiceNow Solution Architect, I am able to effectively leverage my business acumen with ServiceNow platform deliverables. As a former IT Director, who worked in various industries that include, retail wireless provider, software development, healthcare, oil/gas, and higher education, I offer wide-ranging and diverse IT, Contact Center and Customer Support viewpoints. I take pride in the fact my contribution to each organization can be measured in project deliverables and tangible results with a distinct focus on the customer experience, process improvement and measurable ROI. Areas of expertise include: ServiceNow administration and consulting, Contact or Call Center design, implementation and management; call-flow and ACD design and reporting; Call Center staffing and training; procedure documentation; establishing effective performance analytics including KPIs, SLAs, NPS and VOC.