Enthusiastic and adaptable Workforce Management professional with over 4 years of experience in real-time queue management, SLA/KPI reporting, and performance optimization. Adept at utilizing tools like Excel (with basic macros), Power BI, and Zendesk to track, analyze, and report on key performance metrics. Proven ability to work effectively across cross-functional teams, ensuring smooth scheduling, operational efficiency, and adherence to service level agreements (SLA). Known for delivering accurate and actionable insights that drive operational improvements and exceed customer expectations
