Collect, analyze and summarize data in preparation and generation of statistical and analytical reports. Act decisively to solve account specific/individual issues related to data. Develop constant communication with client, support areas and account leadership team on what is expected based on client forecast, service level percentages, staffing plans and agent schedules. Work closely with resource planning analysts, supervisors and account managers to assure all assigned accounts have proper staffing. Validate track and report agent schedule compliance indexes to measure overall and specific performance. Implemented performance metrics to assess staff productivity, identifying areas for improvement and recommending targeted solutions. Reduced overtime costs by devising effective time management strategies and monitoring staff hours. Generated and analyzed reports to monitor employee engagement and attrition trends. Prepared and maintained reports, dashboards and monthly packages. Reduced expenses by analyzing compensation policies and implementing competitive programs while ensuring adherence to legal requirements. Managed overtime, shift swaps, breaks and PTO requests. Optimized schedules, forecasts and other tools to present to management. Assisted with day-to-day operations, working efficiently and productively with all team members. Excellent communication skills, both verbal and written. Enhanced, innovated and improved existing processes and controls to manage risk. Developed and implemented financial models to analyze complex information and assess health of organization. Created and maintained precise and accurate models, charts and reports. Enhanced overall business performance by providing timely and accurate financial insights to inform strategic decision making. Developed monthly variance reports to track actual performance against projected budgets, facilitating corrective action when necessary. Improved financial operations with careful, in-depth analysis and proactive recommendations for improvement. Supported long-term strategic planning initiatives, providing critical financial data for informed decision making. Expedited financial close process with diligent preparation of supporting documentation for month-end reconciliations. Supported management by processing invoices and documents with consistent on-time delivery. Assisted management in making informed decisions by generating detailed reports highlighting key financial metrics related to accounts receivable/payable operations. Processed and recorded accounts receivable transactions to facilitate prompt collection of customer payments.

Update schedule adherence tracking tools with necessary information as it becomes available from agents and operations personnel. Interact with support areas to alert for system issues affecting the operation of the account and its ability to service the customer of Expedia LOBS. Identified areas of inefficiency, streamlining processes to increase productivity and reduce costs. Assisted in the recruitment process for new hires, providing valuable insights on candidate selection based on real-time analytics expertise. Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.

Followed up on assigned cases and notified about irregularities that are present in service. Updated account information to maintain customer records. Supported cross-functional teams in developing strategies to enhance customer experience across various touchpoints. Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales. Developed and updated databases to handle customer data. Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.