Results-driven Workforce Management Analyst and Project Manager with 10+ years of experience in global command center operations across BPO and in-house environments. Expert in real-time performance management, forecasting, scheduling, capacity planning, and multi-channel workforce optimization (voice, chat, email). Six Sigma Green Belt–certified professional recognized for driving operational efficiency through data-driven insights, automation, dashboards, and process improvement. Also brings 5 years of experience as a university professor, bridging academic rigor with practical, people-centered operational leadership.
