Professional Profile
- 20 consecutive years working in a BPO call center for major Fortune 500 clients.
- Experience in Data Analytics, Call Center Operations, and Workforce Management.
- Skilled leader in HR recruiting, technology, financial, retail, and communication verticals.
- Managed account portfolios generating $10+ million in revenue annually.
Skills
- Leadership: Over 19 years of experience driving change and building employee relations.
- Team Management: Built SharePoint libraries and automated lists for better collaboration.
- Time Management: Designed dashboards and reports to increase employee productivity.
- Performance Management: Developed coaching models to assist management with evaluations.
- Customer Service/Quality: Automated customer feedback processes to improve service.
- MS Office Suite (Excel with VBA), Power BI, Tableau, MicroStrategy, Power Automate, SQL Certified.
- Experience with SharePoint, Workday, PeopleSoft, Avaya CMS, NICE IEX, and Verint.
Education and Certifications
- AS in Data Science Technology (2024 – Present) - Florida State College at Jacksonville, FL
- Lean Digital Six Sigma Certification (Oct 2020) - Genpact, Jacksonville, FL
- Six Sigma Greenbelt Certification (Aug 2019) - Genpact, Jacksonville, FL
- High School Diploma (May 2003) - Echols County High School, Statenville, GA
Relevant Work Experience
Data Analyst I, Talent Curation | The Adecco Group (Jan 2023 – Aug 2024)
- Developed interactive dashboards in Power BI and MicroStrategy to visualize sales performance.
- Automated data cleaning processes with Excel VBA, reducing manual effort by 50%.
- Designed SQL queries to extract insights and optimize database performance.
- Streamlined workflows by automating email notifications with Power Automate.
Front Line Manager, Operations | Genpact (Apr 2019 – Aug 2021)
- Managed a team of 15 moderators for a Fortune 500 client during the pandemic.
- Developed KPI dashboards and trained 20+ managers on Excel and SharePoint.
- Implemented morale-boosting activities, including scavenger hunts and team games.
Manager, Operations | Concentrix (2016 – 2019)
- Managed Service Level Agreements and implemented process improvement plans.
- Maximized revenue through forecasting, budgeting, and invoicing.
- Built pivot tables and reports to enhance team performance.
Supervisor, Workforce Management | Concentrix (2009 – 2016)
- Analyzed metrics such as AHT, Billable Hours, and Service Level to improve client satisfaction.
- Built agent schedules and managed real-time adherence.
Team Leader, Operations | Concentrix (2005 – 2009)
- Supervised 18-20 call center agents, ensuring adherence to performance targets.
- Coached agents and handled escalated customer issues.