GENE A.

PICCIANO
25961 Monte Carlo Way (949) 500-0033
Mission Viejo, CA 92692
gp86e70c@westpost.net
www.linkedin.com/in/geneapicciano
SUMMARY
I am an Operations & Call Center Professional with extensive experience in effec
tive team management, process improvement and client maintenance and retention.
Previous employers have benefitted from my ability to streamline processes and i
ncrease quality to a 99.2% efficiency rate. One of my strengths is building and
motivating teams that can visualize 'Big Picture' goals and accomplish above es
tablished standards.

PROFESSIONAL EXPERIENCE
ASSURANT SPECIALTY PROPERTY (formerly Safeco FIS), Santa Ana, CA 2003-2009
Operations Unit Manager
* Managing of Mail Services, Quality Control, Secure Check Printing, Distributio
n Center and Reception Desk in a team dynamic setting where the completion of da
ily established goals must be met and exceeded daily.
* Focus on team motivation, personal goals and competencies and driving business
results for company's Operations and Call Center.
* Various project completions including programs to increase business efficiency
and reduce cost
* Creation and implementation of departmental Policies and Procedures.
AT&T WIRELESS (formerly LA Cellular) 1993-2002
National Project Manager - Enterprise Risk Management, Cerritos, CA (2000-2002)
* Managed team to facilitate training of new product in Operations environment i
ncluding creation, scripting and implementation of departmental Policies and Pro
cedures including methods to standardize practices in two diverse work environme
nts (Los Angeles, CA and Paramus, NJ) to optimize resources.
* Accountable for successful delivery of products. Developed and trained new pr
ocesses emanating from the new applications. Write and assist with project docum
entation including business processes, training materials and progress reports.

Fraud Center Operations Supervisor (Call Center Management), AB Cellular (LA Cel
lular Transitional Holding Company), Anaheim Hills, CA (1998-2000)
* Supervised a highly productive team of employees that consistently exceeded al
l key performance indicators in a striving and complex call center environment.
* Coordinated and facilitated Subscription Fraud training: Fraud Department, Ret
ail stores, Sales Channels and Customer Care.
* Aided in reconstruction and documentation of departmental Policies and Procedu
res.
* Created and distributed daily informational updates that would impact the call
centers' performance or efficiency.
* Provided Fraud and Security presentations at quarterly sales and senior manage
ment meetings.
Customer Care - Call Center Operations Supervisor, LA Cellular Telephone Company
, Anaheim Hills, CA (1996-1998)
* Trained over 300 new Customer Service hires in business processes and procedur
es and facilitated their full acclimation to the new work environment.
* Successfully managed and motivated a team of thirty representatives in a high-
volume Customer Care call center for large-revenue customer base.
* Lead various teams in meeting and exceeding established enterprise goals to ma
intain customer loyalty while raising awareness to operational costs and encoura
ging "First Time Resolution" and decreased handle time.
* Chaired/ Co-chaired various ad hoc projects in addition to managing teams and
carrying out daily responsibilities.
Prior Positions:
Telemarketing/VIP Customer Service, Los Angeles Cellular Telephone Co.
EDUCATION
Bachelor of Arts, Business Communication, California State University, Long Beac
h, CA
Certification in Project Management courses, George Washington University School
of Business and Public Management
* Managing Projects
* Quality For Project Managers
* Scheduling & Cost Control
TRAINING
Call Center Management
Managing Lawfully
Performance Management
Inside/Out Coaching Employees
Behavioral Interviewing
Leading and Managing Change
Diversity in the Workplace
Power of Partnerships- Aligning with your cross functional partners
AWARDS
Los Angeles Cellular Telephone Company - President's Club
Los Angeles Cellular Telephone Company - Sales Performance recognition
AT&T Wireless - Circle Of Excellence