Ivan Vitale Email and Phone Number

• Managed KPI by maintaining and enhancing a robust KPI dashboard. Continuously identified, proposed, and integrated new KPIs to address emerging trends and drive performance improvements• Proactive approach to issue anticipation and resolution, resulting in improved operational resilience and minimized disruptions.• Led cross-functional teams to identify areas for process improvement, fostering a culture of continuous enhancement. Developed comprehensive project proposals, outlining scope, cost-benefit analysis, team composition, schedule plan, and project milestones.• Spearheaded Compliance Management for Contact Center Activities and Distribution Planning, ensuring adherence to regulatory standards and company policies.• Supervised planning and forecasting activities, optimizing resource allocation and enhancing operational efficiency.• Drove process quality management initiatives, identifying ways to standardize and improve processes. • Conducted in-depth customer trends analysis, leveraging market insights to identify growthopportunities. Linked insights with customer feedback to drive strategic decision making.• Developed comprehensive Business Cases, aligning strategies with organizational goals.• Prepare regular reports for management, highlighting performance, trends, and recommendations toenhance strategy effectiveness• Budget planning, workforce planning and cost management

• Management and planning of the contractual employee terminations • Resource planning to achieve and maintain customer call targets• Improve processes with a view to greater efficiency• Monthly revenue forecasts• Analysis of turnover, hours of production and margins. • Actions and solutions in line with the company's budget

• Financial reporting and analysis on a daily, weekly and monthly basis• Problem solving in the case of a drop in productivity, revenue, margins or operating performance • Team working

• Planning of activities and the proper allocation of resources to customer requirements. • Forecasting call and work volumes in collaboration with market units• Distribution of staff to optimize the workforce• Measuring activity of front end or back office with the help of statistical methods• Team working

I had the follow duties:• Troubleshooting network connectivity problems, both wired and wireless.• Maintaining technical relationships with 3rd party suppliers• Configuring, updating and installing network hardware• Configuring firewalls and routers• High knowledge of OS x, windows nt,xp,vista,7 and Linux.