Data-driven and proactive Workforce Management professional with 6 years of combined experience in frontline Customer Support, Real-Time Analysis, and Workforce Scheduling. Proven track record of monitoring live inbound contact queues, building high-accuracy staff schedules, and optimizing queue coverage to consistently meet strict SLA targets.
My core expertise lies in transforming historical data patterns into efficient operational schedules while managing intraday fluctuations, real-time schedule adherence, and shrinkage tracking. As a recipient of multiple service excellence and top agent honors, I bring a unique blend of frontline empathy and backend technical strategy to keep multi-channel operations running smoothly.
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