Workforce Management (WFM) professional with experience in real-time monitoring, intraday staffing, and capacity planning within high-volume contact center environments. Skilled in managing queue performance, SLA adherence, and supporting operations across multiple lines of business (150+ agents).
Experienced in Virtual Assistant tasks such as data entry, report generation, email support, calendar coordination, and administrative support. Proficient in tools like Verint, Genesys, Cisco Finesse, and Advanced Excel for data analysis, reporting, and performance tracking.
Strong background in data analysis, scheduling, workforce reporting, and KPI tracking, with the ability to identify trends, mitigate risks, and provide actionable insights. Detail-oriented, highly organized, and capable of working independently in fast-paced remote environments.
