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Owned and administered all internal systems, including Salesforce, ShareFile, AWS S3, and middleware tools. Designed automation frameworks, regulatory email processes, and IVR integrations for over 20,000 clients. Led all internal data validation efforts, reduced errors by 40%, and delivered reporting tools that elevated visibility and compliance.
Directed a team of 10 WFM analysts across U.S. and offshore locations. Designed real-time dashboards, forecasting tools, and KPI trackers that improved SLA attainment and service delivery. Saved costs by reducing OT reliance 15% and exceeded client metrics with 95% adherence for 85% of daily intervals.
Redesigned workforce management processes, reducing staffing costs by 40% with no disruption. Integrated performance tracking and analyst SOPs to improve long-term stability. Used DMAIC methodology to eliminate redundant reporting and increase analyst effectiveness.
Delivered short- and long-term forecasts for five contact centers. Partnered with QA teams to align scheduling with performance expectations. Boosted service levels by 18% within 90 days by correcting agent data in CRM/CMS systems.
Maintained a 25% closure rate on 100+ loan cases per month. Provided coaching to team members and participated in mentoring, recruitment, and outreach. Recognized as “Top Motivator” for 100% team development participation.
Analyzed call data, service metrics, and compensation models across major telecom brands. Created dashboards and workforce reports supporting up to 10,000+ employees. Introduced early performance scorecard systems and training insights to reduce call volume and improve retention.
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