I help businesses optimize workforce operations, improve efficiency, and make data-driven decisions through accurate forecasting, scheduling, reporting, and performance analysis.
With over 14 years of experience in the BPO industry, including 4 years as a Customer Service Representative and more than 10 years specializing in Workforce Management, I have developed expertise as a Real-Time Analyst, Scheduler, and Capacity Planner. Throughout my career, I have supported multiple programs in achieving service level targets, improving workforce utilization, reducing staffing inefficiencies, and maintaining operational performance while balancing business costs.
I am proficient in industry-leading WFM tools such as IEX, Aspect eWFM, CMS Avaya, Genesys, and CCPulse. My strong analytical, decision-making, and critical-thinking skills have enabled me to identify operational trends, recommend staffing strategies, and provide actionable insights that help drive business performance and profitability.
In addition to my Workforce Management experience, I have hands-on experience in Lead Generation, including prospect research, data collection, list building, and database management. I am highly skilled at following detailed processes, maintaining data accuracy, and delivering high-quality results.
I possess advanced Microsoft Excel skills, with extensive experience creating reports, dashboards, automated templates, and performance-tracking tools that improve reporting efficiency and support strategic decision-making. I enjoy turning complex data into meaningful insights that help leaders make informed business decisions.
Colleagues and leaders have consistently recognized me for being reliable, adaptable, and results-driven. I thrive in fast-paced environments, work effectively under pressure, and consistently deliver quality work on time. I am seeking a long-term opportunity where I can leverage my experience, analytical expertise, and commitment to excellence to help businesses streamline operations, improve productivity, and achieve sustainable growth.
