Real-Time Analyst with 4+ years of experience in contact center operations, specializing in workforce management, real-time monitoring, queue management, adherence tracking, and operational reporting. Experienced in using Zendesk and Google Sheets to monitor performance, manage workload distribution, and support service level goals.
Known for building dashboards and workflow tools that improve visibility and reduce manual effort in daily operations. Currently expanding skills in SQL, Excel, and Google Apps Script to strengthen data analysis and automation capabilities.
