Prepared and analyzed 9 daily reports and 4 weekly reports covering absenteeism, payroll, billable hours, connection time, auxiliary time, AHT, call volume, and staffing requirements. Monitored operational performance for approximately 180 employees to support service continuity and daily business objectives. Built and maintained reports and dashboards in Excel and Power BI to improve KPI visibility and reporting accuracy. Supported real-time operational decisions by reallocating agents, services, and call coverage based on business needs. Contributed to forecasting and schedule distribution to maintain staffing requirements across 30-minute service intervals. Provided operational insights to supervisors, account managers, leadership, and executive stakeholders, with approximately 20–25 users relying on reporting outputs. Identified inefficiencies related to lost productive time, absenteeism impact, non-operational agent time, and auxiliary usage to support better decisions.

Delivered customer support in a high-performance environment while consistently meeting required operational metrics. Ranked consistently within the top 10 performers out of approximately 150 employees. Handled complex customer situations, including escalated and high-frustration interactions, with professionalism and problem-solving focus. Maintained high standards in service quality, productivity, and goal achievement to qualify for career progression.

Provided customer service support in a high-volume environment while maintaining service quality and professional communication.