I am a detail-oriented Workforce Analyst with 11+ years of experience, supporting both onsite and remote operations through real-time monitoring, schedule adherence, queue management, and performance reporting. Since 2017, I have supported remote workforce environments while ensuring service level performance and operational stability in fast-paced customer service and sales operations.

I have strong experience in Five9 administration, including managing users, skills, campaigns, and lead uploads, as well as supporting real-time actions needed to maintain coverage and productivity. I also create workforce and operational reports such as attendance, service level, AHT, and AUX usage, helping teams make data-driven decisions that support organizational goals.

In addition to workforce analytics, I bring valuable experience in coaching, training, quality monitoring, SOP creation, and process improvement, which strengthens my ability to support agent performance and service delivery. My background also includes customer service and technical support roles, giving me a solid understanding of customer experience and frontline operations.

I am tech-savvy, reliable, and highly adaptable, with hands-on experience using tools such as Five9, Zendesk, BrightPattern, Genesys, IEX, eWFM, CMS, Zoho, Lofty, and Excel. I take pride in being organized, accurate, and proactive—consistently contributing to workforce efficiency and operational success.