I am a highly analytical and results-driven Remote Professional with nearly 10 years of solid BPO and administrative experience. My core expertise lies in Workforce Management (WFM) Real-Time Analysis and Data/Reports Automation.
For over 5 years, I have helped operations maintain peak efficiency by managing queues, ensuring service level agreements (SLAs) are met, and tracking team adherence across multiple Lines of Business (LOBs).
Beyond workforce operations, I specialize in eliminating manual workflows through advanced MS Excel and Google Sheets automation, including VBA commands, Macro creation, and custom dashboard development. Having handled diverse campaigns—ranging from Financial and Advertising to Ride-sharing and Technical Support—I adapt quickly to fast-paced environments and seamlessly navigate complex tech stacks.
If you are looking for a specialist who can optimize your team’s staffing schedules, monitor live productivity, and transform raw data into automated, actionable business insights, I am ready to add value to your organization.
🛠️ Skills & Expertise
Workforce & Queue Management
• Real-Time Monitoring & SLA Securing
• Interval Hours & Staffing Management
• Schedule Adherence & Queue Management
• Task Distribution & Performance Tracking
Data Analysis & Spreadsheet Automation
• Advanced MS Excel & Google Sheets
• Basic VBA Commands & Macro Creation
• Automated Reports & Template Creation
• Custo-----------trics & Dashboard Analytics
Omnichannel Customer Support & Operations
• Non-Voice Support (Chat, Email, SMS)
• Account Management & Customer Care
• Risk, Fraud & KYC Verification Management
• Subject Matter Expert (SME) & Team Support
Tools & CRM Systems
• WFM / Telephony: Avaya/Avaya CMS, Verint, Nice IEX, eWFM/eAspect, Getty, Ujet
• Help Desk / System Admins: Zendesk, Rackspace
