Data Analyst and Workforce Analytics Specialist with 8+ years of experience across customer service, e-commerce, and insurance industries. Proven track record in transforming complex datasets into actionable insights that drive operational excellence, improve SLA performance, and enhance customer experience.
Experienced in developing automated reporting systems, real-time performance dashboards, and data monitoring frameworks using tools such as Excel (Power Query, Pivot), Looker Studio, and CRM platforms. Strong background in workforce management, quality assurance, and vendor performance analysis, with a focus on identifying gaps, optimizing processes, and supporting data-driven decision making.
Demonstrated ability to collaborate with cross-functional teams, deliver impactful insights to stakeholders, and implement continuous improvement initiatives that increase productivity, reduce operational errors, and improve overall business efficiency.
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