I improve operations through data-driven planning, hands-on workload management, and practical leadership. I build systems that help teams work smarter, not harder — whether I’m leading people, developing forecasts, optimizing staffing, or creating tools that drive decision-making.
I combine frontline experience with analytical planning, which allows me to understand both the people doing the work and the data behind it. I lead by doing: analyzing trends, solving problems at the source, building tools that increase accuracy and efficiency, and supporting teams with clear processes that make their jobs easier.
Improved team and program performance by analyzing workflow gaps, simplifying processes, and building clear systems that increased accuracy, accountability, and ease of work for staff.
Developed reporting and planning tools that gave teams clear visibility into performance, staffing needs, and priorities—supporting faster decisions, better alignment, and stronger results across departments.
Strengthened team performance by coaching with clarity, setting measurable expectations, and using data to support growth—helping employees improve accuracy, confidence, and ownership in their work.
Reporting & Analytics
• Weekly reporting on AHT, service level, shrinkage, adherence, and utilization
• Trend and variance analysis for root cause discovery
• Executive summaries and Excel dashboards for leadership
Data Analysis & Tools
• Excel (advanced formulas, pivot tables, macros, Power Pivot)
• Power BI (data pulls, light visual exploration)
• SQL (basic queries; self-taught and currently improving)
• Looker (basic usage – data access and visual filtering)
• NICE IEX, Genesys Cloud, Cisco (WFM tool proficiency)
Process Improvement
• Report optimization, cleanup, and automation
• Cross-team collaboration on data workflows and planning processes
• Scheduling and workforce planning enhancements
• Real-time operational support