Data Analyst with over seven years of experience supporting workforce operations and business decision-making in fast-paced BPO environments. Highly skilled in Microsoft Excel, including advanced formulas and VBA Macros, to analyze large datasets, automate reporting, and improve operational efficiency.
Proven ability to manage data accuracy, generate actionable insights, and streamline administrative and office processes. Experienced in workforce management and call center tools such as IEX, eWFM, CSC Tool (Call Center Manager View), Avaya CMS, and Live Engage, with a strong understanding of scheduling, forecasting, and real-time performance monitoring.
Detail-oriented and results-driven, with a track record of optimizing workflows, enhancing reporting systems, and supporting teams in achieving service level targets and operational goals. Adaptable to remote and hybrid work environments, with strong communication and organizational skills.
