Designed and maintained Excel dashboards to monitor KPIs including AHT, CSAT, transfer rates, and sales performance. Automated reporting processes, reducing report generation time by 30%. Conducted trend analysis across teams, identifying key performance gaps and opportunities for improvement. Provided actionable insights to supervisors and management, supporting data-driven decision-making.

Monitored call center operations to ensure adherence to client and regulatory standards, reducing compliance risks. Created detailed Excel reports and dashboards to track performance metrics and identify areas for operational improvement. Collaborated with management to implement process enhancements that improved efficiency and accuracy.