Experienced Workforce Management professional with progressive roles in Real-Time Monitoring, Scheduling, Traffic Analysis, and Workforce Planning within a high-volume BPO environment. Currently working as a Workforce Management Planner responsible for capacity planning, and optimizing staffing levels to meet service level targets and operational demands.
Skilled in analyzing historical and real-time data to support staffing decisions, improve efficiency, and maintain service performance. Experienced in coordinating with operations teams to manage intraday fluctuations, scheduling requirements, and workforce optimization strategies.
Early career background in healthcare customer service supporting Anthem Blue Cross Blue Shield, handling eligibility, benefits verification, and claims inquiries. This developed foundational knowledge of U.S. healthcare processes, insurance workflows, and member/provider support.
Highly detail-oriented, analytical, and adaptable in fast-paced environments. Seeking remote opportunities in Workforce Management, Capacity Planning, Operations Support, or Administrative/Virtual Assistant roles where I can contribute to process efficiency and data-driven decision-making.
