Mark Puican
About Mark Puican
Mark Puican is the Sr. Director of Call Center Strategies, Reporting, Analytics, WFM & Call Forecasting at Maximus, with extensive experience in call center strategy and analytics.
Title
Mark Puican serves as the Sr. Director of Call Center Strategies, Reporting, Analytics, WFM & Call Forecasting at Maximus.
Current Role at Maximus
At Maximus, Mark Puican is the Sr. Director of Call Center Strategies, Reporting, Analytics, WFM & Call Forecasting. Appointed to this role in 2021, he oversees communication strategies and operational reporting. Mark is responsible for managing five teams that focus on developing and implementing both inbound and outbound call center strategies. His expertise extends to workforce management and call forecasting, ensuring optimal call center performance.
Previous Experience at Navient
Before his tenure at Maximus, Mark Puican served as the Sr. Director of Call Center Strategy and Analytics at Navient from 2010 to 2022. In this role, based in Wilmington, Delaware, he honed his skills in call center strategies, managing teams, and developing analytical frameworks to enhance call center performance over a period of 12 years.
Experience at Sallie Mae
Mark Puican worked as a Manager at Sallie Mae in 2010 for five months. During his brief tenure, he contributed to the management and operational workflows, gaining valuable experience in financial services.
Role at Bank of America
From 2008 to 2010, Mark Puican was a Portfolio Risk Management Analyst at Bank of America. Over a span of 2 years, he was involved in risk management strategies, helping to analyze and mitigate portfolio risks.
Education Background
Mark Puican earned a Bachelor of Science (B.S.) in Health and Physical Education/Fitness from the University of Delaware, where he studied from 1989 to 1994. His educational background provides a foundation of discipline and analytical skills applied throughout his career.