With 19 years of expertise in workforce management and call center operations, I bring a wealth of
experience as a seasoned Workforce Analyst. Skilled in scheduling, forecasting, and optimizing
staffing to achieve service level goals and enhance operational efficiency. Demonstrated success in
analyzing call volume trends, managing schedules, and implementing process improvements. A
proficient communicator known for fostering collaboration within diverse teams to elevate
performance and service standards. As an EWFM Administrator, I am responsible for configuring and
maintaining the enterprise workforce management system to support effective scheduling,
forecasting, and timekeeping for maximizing workforce productivity.
