Hilario is the owner of ContactCentreSmart, an independent consulting practice, specialising in ‘dismantling frustration and engineering happinessTM’ in customer‐facing environments.
He has more than fifteen years experience, as an operations manager, facilitator and management consultant, across various industries, in the customer experience and contact centre space.
As a professional consultant, Hilario focuses exclusively on making customer serving professionals more successful and customer interaction experiences less frustrating and more rewarding.
Hilario started his formal work career at Discovery Health in July 1995 as a call centre agent. In the eight formative years at Discovery, he progressed from call centre agent into call centre management, managing people, rosters and incentives. A key highlight at Discovery was co‐receiving the prestigious Star award for Innovation for the development and implementation of the very successful ‘Reach4More’ rewards and recognition program for all Discovery contact centre agents and support staff.
Hilario then co‐founded Ascentys Consulting, a specialist contact centre consulting practice in July 2003. In his role as a senior consultant at Ascentys, he was instrumental in developing and implementing business cases, decision matrices and performance frameworks that allowed Ascentys’ clients to manage their customer‐facing environments more smartly.
Hilario has an academic background in Business Economics having completed a Bachelor of Commerce degree and having recently obtained his MBA. He is currently studying towards his CIAC Certification, a specialist industry certification for customer experience professionals.
Mobile: +27 (0) 82 606 0312
Office: +27 (0) 11 524 6109
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