Are you looking for an operational powerhouse who can balance real-time workforce management with high-level team leadership? With significant years of experience supporting US-based fintech and technical platforms, I specialize in keeping operations running smoothly, efficiently, and on target.
As a WFM Real-Time Analyst and Operations Lead, I don't just monitor queues, I build the systems that optimize them. From managing real-time adherence and staffing optimization to automating complex Weekly and Bi-weekly Business Reviews (WBR/BBR), I turn raw data into actionable insights for leadership.
Core Expertise:
- Workforce Management & RTA: Expert in monitoring service levels, optimizing schedules, and adjusting intraday staffing using tools like AT&T/Five9 Community and Zendesk.
- Data Automation & Visualization: Advanced proficiency in Google Sheets (formulas/automation) and dynamic KPI dashboarding for trend analysis and reporting.
- Operations Leadership: Extensive background in handling complex escalations, root-cause analysis, coaching, and optimizing SOPs to reduce resolution times.
- Creative & Visual Documentation: Skilled in Canva for processing images and creating clear, engaging visual technical documentation and presentations.
Technical Toolkit:
- CRM & Ticketing: Zendesk, Salesforce, Talkdesk, Zoho, Mission Control
- Productivity & Reporting: Google Workspace (Expert Sheets), Looker Studio, Microsoft Office Suite
- Innovation & Design: AI-Assisted Case Handling, Canva, Notion, Slack
I thrive in fast-paced environments where proactive problem-solving and clear, professional communication are essential. Whether you need someone to manage intraday staffing, build automated reporting trackers from scratch, or ensure your customer operations hit their KPIs, I have the technical skills and leadership background to deliver from day one.
Let's connect to discuss how I can help streamline your operations and elevate your team's performance.
