Vanjeff Picar

As an Operations Manager for a US Telco with 24/7 operations for more than 4 years, I am well established with the following responsibilities: •Reviews and analyzes program performance to determine program needs •Manages 125 inbound customer service agents with a proven track record of achieving quality goals. •Approves personnel activities concerning hiring, training, development and performance management •Provides written performance appraisals •Acts when necessary as a problem solving escalation point for Supervisors and front line RAs •Meets forecasted or budgeted financial targets including occupancy and bill-to-pay percentage •Identifies and oversees program/problem resolution •Maximizes potential of subordinates through coaching, development and effective performance management methods •Tracks client issues and maintains client correspondence and issue resolution •Supports company goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved processes.