Dedicated analyst with over 8 years of experience in real-time data analysis, workforce planning, and operational reporting within the contact center industry. Proven track record of improving resource utilization, developing automation solutions, and supporting large-scale call center processes....
Utilized analytical tools to monitor and interpret live data streams, supporting operational decisions in contact centers.
Created schedules, analyzed volume patterns, and optimized agent deployment to meet service targets and resource constraints.
Developed and automated reports using Excel, Power BI, and other tools to track KPIs and operational metrics.
Handled diverse customer inquiries across multiple channels, providing technical assistance and product information.
Concentrix
Responsible for real time data analysis and report generation., Monitoring compliance with planning, schedule programming, and real time use and distribution of tools to achieve resource optimization based on service agreements stipulated in different service channels., Review call flow in each...
Telus International
Responsible for providing Agents with a working schedule for the business week, incorporating all client requirements (retraining, coaching and feedback) as well as forecasting and scheduling assumptions., Analyze volume arrival and other pertinent patterns by gathering data from WFM tools.,...
Telus International
Pioneer of the Shrinkage department., In charge of analyzing, approving, and coordinating the TI billable and non billable shrinkage hours that come though internal requests such as training, non training requests, huddles, surveys, focus groups and meetings, in other words manage the non...
Bachelor’s Degree
Advanced Excel
English Classes
Bachelor’s Degree
High school diploma
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