Imre D. Veg Email & Phone Number

New York, Ny, Us

New York City Metropolitan Area

New Jersey, United States

New York, United States

Nicaragua

Nicaragua

Performance Management, Client relations, Client Business Reviews, Retention, DMT, Managers and coaches development, bridge planning, project planning and execution. Senior Operations Manager - SITEL Work at Home Solutions – September 2014 to June 2015 Managed Retail business accounts during the holiday and post-holiday seasons delivering outstanding results.• Staffing ramp up planning pre-holiday season and ramp down post-holiday season - keeping client cost under the expectation and reached GM% target• Quality Assurance – Developed quality assurance processes and procedures to catch issues that have big consequences on other key performance indicators such as AHT and CES (Customer effort scores / NPS) and the one that made a big difference is to catch possible fraud issues • Schedule adherence and interval staffing – Absenteeism issues resolved moving from a mind blowing and financially unhealthy 30% down to 9% in 3 months • Staff development and follow up – Developed managers and coaches to become the best in what they do or at least get the very best out of them in order to guarantee a motivated staff willing to go the extra mile, if you have an engaged and dedicated manager the rest will learn and follow the lead Senior Operation Manager November 2013 – August 2014• Client and Associate satisfaction – Client ranking from 9th to 4th place in the first 3 months on the prepaid side of the business – Associate satisfaction over 90% for the first time • AHT – New hire AHT issues were impacting overall performance and hitting glide path commitments, dedicated time and effort on new hire development that reduced learning curve for target AHT from 90 days to 70 days and addressed issues with middle performers ( Variation Base Management) • CSAT and Quality – Switched attention from outstanding service to issue resolution, timing and customer effort, CSAT, QA and AHT improved tremendously with the new approach.

Nicaragua

 Operations Manager – Retail account 2011- 2013Managua, NicaraguaLaunched new account from zero to deliver back office services (email) for one of the biggest retail stores in the US handling all dotcom contacts. Handled and supervised the recruitment process, created quality guidelines and delivered outstanding results on customer satisfaction and productivity, 150 agents 8 coaches. I was promoted to Senior Operations while managing this account • Outstanding financial results delivering 50% GM• Number 1 vendor for client • Highest associate satisfaction scores • Operational handout created and used as an example in the company to handle email accounts Operations Manager – US Wireless service account 2010 - 2011 Managua, NicaraguaPromoted to Operations Manager on May 2010 to help manage 600 agents 24 coaches. Successfully developed my team to become outstanding coaches who are now results driven and determined to succeed on coaching their team and delivering on the KPI expectations. Managed multiple brands and handled client relations regarding results on a weekly basis WBRs

Nicaragua

Lead a team of 20 agents who were specifically selected bottom performers, after the first month these associates became top performers for 11 months in a row always in the top 3 teams out of 24. Many of them have grown and moved on to management positions • Team building strategies • Engagement and motivation • KPI outstanding delivery• Associate Quality and customer service skills and knowledge development

Nicaragua

- Listen to all interactions with a low scored survey to find customer's dissatisfaction root cause - Deliver root cause analysis reporting to operations and suggest action planning- Call each dissatisfied customer and offer a solution to the unresolved issue or offer compensation to guarantee customer retention

Nicaragua

- As a team Mentor helped my peers to improve their KPI delivery and increase knowledge - As a team member:- Deliver outstanding customer service - Resolve basic cell phone technical issues - Cell Phone activation - Adjust and offer the best plan according to the customer's needs and budget - Meet and exceed KPI expectations such as QA, AHT and CSAT

Nicaragua

- Lesson Planning- Student motivation to engage and keep learning - Creative and fun activities creation - Guarantee students are ready to the next level in the Language Academy - Weekly Test and Quiz creation