Aron Sagun

With over Eight years of experience at SITEL/Foundever, including roles in customer service, coaching, and financial business analysis, I have developed a diverse skill set and a proven track record of success. In my current role as a Financial Business Analyst (FP&A) since April 2022, I have honed my analytical skills, assisting in budgeting, forecasting, and financial reporting. I work closely with cross-functional teams to drive business decisions by providing data-driven insights and strategic recommendations.

This experience has sharpened my ability to evaluate financial trends and perform complex analyses, ensuring that business objectives are met efficiently and effectively.

Customer Service Representative at SITEL/Foundever (2016-08 – 2019-09)

Delivered excellent customer service across phone, email, and chat, addressing inquiries and resolving issues promptly.

• Delivered excellent customer service across phone, email, and chat, addressing inquiries and resolving issues promptly.
• Managed high-volume interactions with professionalism, empathy, and a focus on solutions.
• Provided clear, accurate product and policy information to guide customer decisions.
• Identified customer needs and contributed to upselling and cross-selling opportunities.
• Maintained accurate records in the CRM system and ensured timely follow-up.
• Collaborated with team members and leadership to improve customer experience.

Coach at SITEL/Foundever (2019-09 – 2022-04)

Led and mentored a team of customer service representatives, providing coaching and feedback to enhance performance and customer satisfaction.

• Led and mentored a team of customer service representatives, providing coaching and feedback to enhance performance and customer satisfaction.
• Conducted training sessions and real-time performance monitoring to improve KPIs such as call quality and first call resolution.
• Developed training materials for onboarding and ongoing development of team members.
• Facilitated team meetings to discuss performance, share best practices, and foster a collaborative environment.
• Supported agents in handling complex customer issues and promoting team morale.
• Collaborated with leadership to implement process improvements and optimize performance through data-driven insights.

Financial Business Analyst (FP&A) at SITEL/Foundever (2022-04 – Present)

Led budgeting, forecasting, and financial reporting processes, ensuring alignment with company goals.

• Led budgeting, forecasting, and financial reporting processes, ensuring alignment with company goals.
• Analyzed financial performance to identify trends, variances, and opportunities for cost optimization and growth.
• Collaborated with cross-functional teams to provide data-driven insights for strategic decisions.
• Developed financial models to assess business scenarios and project future outcomes.
• Prepared detailed financial reports for senior management, offering actionable recommendations.
• Conducted variance analysis and recommended corrective actions for discrepancies.
• Monitored cash flow, capital expenditures, and working capital to maintain financial health.
• Contributed to the development of strategic financial plans through data-driven insights.
• Supported the implementation of financial systems to enhance reporting and decision-making.
• Ensured compliance with financial regulations and identified potential financial risks.

Bachelor of Science in Accountancy – Saint Louis University