Data Analyst And Work Management
- Data Analysis & Reporting: Analyzed and mined call volume data to create daily and monthly reports. Utilized VBA,macros, Power BI, and ICBM for report generation, providing insights into agent contributions and.
- Automation Projects: Developed automated tools including an Over Time Tracker, Vacation Calendar, and SchedulePlanner using VBA, ensuring compliance with Union rules and fair distribution of overtime shifts.
- Performance Reporting: Created comprehensive… Show more
- Performance Reporting: Created comprehensive reports for supervisors, detailing email counts, call analysis, and agentperformance trends to enhance visibility and track progress.
- Project Development: Developed the Care Hub—a platform for managing coaching, escalations, automated taskassignments with follow-up system, and feedback collection—leading to significant cost savings by eliminating the.