Data Analyst | Operations Support

I specialize in turning raw operational data into clear, actionable insights. At ECE Contact Centers, I monitored real-time metrics across 200+ agents and independently built the dashboards and automated trackers the team now runs on daily — cutting 1–2 hours of manual reporting work every day. My toolkit includes Excel (Pivot Tables, XLOOKUP, automation), Google Sheets, Power BI, and Looker Studio for dashboard design and data visualization, paired with strong fundamentals in data validation, cleaning, intraday reporting, and KPI/SLA monitoring.

I work across the full G Suite ecosystem daily — Google Sheets is where I build most of my custom tools, including automated trackers, data validation systems, and reporting templates that teams can use without any technical background. I connect Sheets data directly to Looker Studio to produce interactive, real-time dashboards for management reporting. Beyond Sheets, I use Google Docs for SOP creation and process documentation, Google Drive for organized file and data management, Google Forms for structured data collection, and Google Calendar for scheduling and operations coordination.

Similar with my experience in Google Suite. I utilize Microsoft daily to reflect data to dashboards for real-time updates.

I bring a high level of precision to data entry and management, honed through years of maintaining operational accuracy in fast-paced environments. In my time as an RTA, I performed daily data validation and reconciliation to ensure 100?curacy across all operational reports. Beyond simple entry, I specialize in data cleaning and processing, having independently built automated trackers in Excel and Google Sheets that eliminated 1–2 hours of manual data work daily. My background also includes managing high-volume data tasks such as lead generation, client prospecting, and financial reporting, where I consistently delivered structured data for management decision-making.

I have extensive experience using ServiceNow WFM to drive operational efficiency in high-volume environments. During my time as an RTA, I utilized the platform to manage a workforce of over 200 agents, consistently maintaining SLA compliance above 95%. By monitoring real-time metrics—including agent adherence, call trends, and queue performance—I was able to identify and mitigate service risks before they impacted the business. I also leverage ServiceNow data to analyze interval-level metrics such as AHT, ASA, occupancy, and shrinkage to optimize scheduling and ensure target compliance across all shifts.

I successfully managed high-volume inbound inquiries via voice, email, and chat, consistently meeting quality assurance and customer satisfaction targets through accurate and timely resolutions. This foundational experience allows me to approach service challenges with empathy and adaptability while maintaining a strong focus on relationship management and building client trust.

I have refined my ability to provide comprehensive administrative and operations support by building custom trackers and automated templates that streamline daily workflows. I bring a versatile skill set that includes managing lead generation campaigns, client prospecting, and social media management, ensuring all tasks are handled with high accuracy and attention to detail. By creating standardized SOPs and process documentation, I ensure that operational tasks are not only completed efficiently but are also structured for long-term consistency and ease of management.

As an RTA I specialized in converting raw operational data into actionable insights by independently designing and building automated dashboards using Power BI and Looker Studio. These tools are engineered to reflect real-time service levels, call trends, and agent adherence, effectively bridging the gap between WFM operations and business intelligence.

I have prioritized meticulous record management by performing daily data validation and reconciliation to maintain the integrity of all operational reports. I specialize in creating standardized SOPs and process documentation that ensure data is handled consistently and accurately across the entire team. By building custom automated trackers and reporting workflows, I maintain organized, real-time records of service levels and agent performance, which reduces manual errors and ensures that historical data is always available for informed management decisions.

In my time as an RTA, I have specialized in transforming raw operational data into actionable insights by independently designing and building automated dashboards in Power BI and Looker Studio. These tools are engineered to reflect real-time service levels, call trends, and agent adherence, effectively bridging the gap between WFM operations and business intelligence.