Victor Avakian

Specialist Master

Los Angeles, 90071, USA


Contact Center Technology

IT to Business Communication

Contact Center Operations

Contact Center Assessments


Seasoned contact center professional with extensive experience working on various technical and business related initiatives. Projects in the past have included enterprise-scale call center design, architecting various technical solutions to business problems, outsourcing, process improvement, operations mangement and working with leading technologies and practices.


Loyola Marymount


July 1998 - July 1998

California State, Los Angeles

B.S. Business , B.S. Business

July 1996 - July 1996


Specialist Master

Deloitte , Los Angeles

September 2012 - January 2012

As a Specialist Master, I lead and deliver large, complex client engagements that identify, design, and implement creative business and technology solutions for large companies

Technology Strategy
Operational Planning
Solutions Consultant

Kaiser Permanenter , Pasadena

July 2007 - October 2012

Core team member of the Contact Center of Excellence group within Kaiser Permanente IT. The team is responsible for executing large scale/enterprise class projects and deployments for the contact centers as well setting long term IT strategy.

Technology Design
Project Lead
Vendor Management
Senior Principle

Private Real Estate Development Firm , Los Angeles

January 2006 - June 2007

Managed various real estate development projects at all levels from inception to completion.

Financial Analysis
Project Management
Project Assessments
Contact Center Technology Lead

Washington Mutual , National

July 2003 - December 2005

Responsible for leading various business and technology initiatives for the home loans contact centers within the bank. Lead project efforts from conception, initiation to implementation.

Project Management
Technical Designs
Project Assessments
Director of Call Center Operations

Freedom Media , Irvine

February 2000 - October 2002

Managed operational and technology aspects of the contact center and conducted a feasibility assessment for outsourcing efforts, vendor selection, legal/financial review and provided project leadership for the outsourcing efforts.

Strategic Planning
Project Execution
Principal Consultant

eLoyalty , National

December 1997 - January 2000

Led teams on contact center technical/operating improvement implementations, architected various telephony solutions, determined staffing and resource requirements, managed the client-vendor-partner relationship and developed project plans, timelines, specifications, as well as business and technical requirements.

Technical Architect
Project Management
Client Relations
Call Center Operations Manager

LA Cellular (now AT&T Wireless) , Anaheim Hills

May 1996 - December 1997

Managed projects for the operating and technical aspects of the company's contact center. This included the implementation of various technologies for the company's brand new center. Established an Operation Department to work with budgeting, process improvement, and staff and resource planning, along with various technical project management roles.

Operations Management
Technical Planning
Project Managment
Senior Call Center Analyst

GE Capital - Rescom , Los Angeles

November 1995 - May 1996

Primarily responsible for conducting performance reporting and analysis, process reviews, and establishing performance benchmarks and guidelines.

Process Design
Call Center Operations Analyst

McKesson Water Products , Pasadena

October 1989 - October 1994

Managed the budgeting, performance, and financial analysis for the Customer Service Department, along with leading initiatives in work force management, root cause analysis, business reporting, and quality control.


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