Operations and workforce management professional with 9+ years of experience across BPO operations, real-time analytics, and project-based research environments. I bring a strong technical foundation in data monitoring, reporting, and system management, combined with hands-on leadership in both operational and research-driven workstreams.
My core expertise includes real-time adherence and queue monitoring, intraday performance analysis, and SLA tracking using tools such as NICE inContact, Clearview, Quickbase, and Microsoft Excel (including basic automation and reporting workflows). In lead and SME roles, I have been responsible for validating data accuracy, producing executive-level dashboards, and ensuring operational visibility for stakeholders and clients.
In parallel, I have served in project management and research leadership roles within market research and healthcare-related studies. This includes overseeing end-to-end survey projects, managing datasets from collection through client delivery, maintaining project trackers and documentation, coordinating with U.S.-based stakeholders, and ensuring data completeness, accuracy, and compliance with study requirements.
Across both operations and research environments, I have led through process discipline, data integrity, and cross-functional coordination—supporting teams through escalations, mentoring peers, managing structured workflows, and delivering reliable, insight-driven outputs. I am highly detail-oriented, systems-focused, and comfortable operating in regulated, data-sensitive contexts.
