Open to opportunities

Christian Vargas

@christianvargas1

I lead contact center operations, quality, compliance, and performance improvement across financial and healthcare services.

United States

Message

What I'm looking for

I'm looking to lead operations or contact center teams where I can strengthen quality, compliance, service delivery, and performance through coaching, process improvement, and data-driven KPI management.

I've led contact center and service operations across healthcare and financial services, most recently at Infinite Computer Solutions supporting care coordination for military veterans and a national client account.

At Allianz Partners USA, Bank of America, Mission Square, Abbtech, and Capital One, I've improved workflows, monitored calls, strengthened compliance, and used KPI and CSAT data to improve service delivery. I've managed dispute resolution, financial disbursements, BPO operations, and high-volume customer service teams.

I build practical quality assurance frameworks, coach teams toward stronger performance, and turn operational data into clearer accountability, faster resolution, and better customer experiences.

Experience

Work history, roles, and key accomplishments

Operations Supervisor

Infinite Computer Solutions

Feb 2025 - Jun 2026 (1 year 4 months)

Led a team of healthcare Case Managers providing person-centered support to military veterans, ensuring rigorous adherence to service delivery standards and care coordination. Managed a high-performing, remote customer service team and engineered daily operational KPIs to elevate service delivery standards.

Healthcare Case Management Performance Management KPI Management Data Analysis Call Monitoring Audit Coaching Continuous Improvement Remote Team Management

Operations Team Leader

Allianz Partners USA

Jan 2023 - Oct 2024 (1 year 9 months)

Championed operational excellence for a fully remote operations department, consistently exceeding targeted SLAs and corporate KPIs. Audited and re-engineered legacy workflows to reduce average handling times and eliminate systemic processing errors.

Operational Excellence SLA Management KPI Management Process Improvement Workflow Reengineering Compliance Coaching Call Monitoring Data Analysis CSAT

Associate Recruiter

Russell Tobin

Sep 2021 - Jan 2023 (1 year 4 months)

Orchestrated full-cycle talent sourcing and screening strategies to build robust candidate pipelines across multiple corporate functions. Managed stakeholder communications and negotiated complex contract terms while maintaining records within ATS platforms.

Talent Sourcing Screening Candidate Pipelines Stakeholder Management Contract Negotiation ATS Data Integrity Time To Hire Reduction

Service Team Manager

Bank of America

Jan 2020 - Sep 2021 (1 year 8 months)

Directed a specialized customer service team delivering premium financial and banking solutions, focusing on customer experience and high-value client retention. Optimized call center workflows and analyzed CSAT trends to implement targeted service delivery improvements.

Customer Service Financial Services Call Center Operations Workflow Optimization CSAT analysis Performance Management Compliance Customer Retention

Operations Supervisor

Mission Square

Oct 2018 - Dec 2019 (1 year 2 months)

Supervised complex financial disbursement operations and asset reconciliation workflows, ensuring high-quality output and regulatory compliance. Designed targeted compliance coaching modules and Quality Assurance Frameworks to drive process accuracy.

Finance Operations Disbursements Asset reconciliation Quality Assurance Compliance Coaching Process Accuracy Contact Center

Operations Manager

Abbtech

Nov 2016 - Oct 2018 (1 year 11 months)

Controlled large-scale contact center operations and BPO management, mandating and auditing strict adherence to Standard Operating Procedures. Formulated and deployed rigorous KPI frameworks using tools like Verint to track and elevate team performance.

Call Center Operations BPO Management SOP Compliance KPI Frameworks Verint Performance Management Onboarding Continuous Improvement

Unit Manager, Internal Disputes

Capital One

Oct 2011 - Nov 2017 (6 years 1 month)

Earned rapid promotion to Unit Manager based on exceptional leadership and successful call center operations management. Commanded a dispute resolution business unit, analyzing root-cause trend data and deploying system updates including Genesys platform enhancements.

Dispute Resolution Root Cause Analysis Risk Reporting Quality Insights Genesys System Deployment Coaching Call Center Operations