A highly organized and results-driven professional with over 5 years of experience in workforce management, scheduling, and customer support in high-volume BPO environments. I specialize in optimizing agent schedules, aligning workforce plans with service-level goals, and ensuring operational efficiency across global teams.
As a former Workforce Management Team Manager at Quantrics (Bell Canada account), I led a team of schedulers in creating, analyzing, and optimizing workforce plans. My day-to-day work involved close collaboration with Real-Time Management, Operations, and Forecasting teams to deliver accurate schedules and staffing strategies.
Before that, I handled schedule coordination across multiple partners and gained hands-on experience with tools such as NICE, IEX, and Agent Suite. My proficiency in Excel, Google Sheets, and data reporting allowed me to develop effective staffing models and support strategic decision-making.
I also have experience in customer-facing roles, including as a Customer Service Representative and Retention Specialist, where I built strong communication and problem-solving skills—key assets for virtual assistant roles, chat support, or account management.
