I am a highly skilled and tenured workforce operations professional with experience overseeing headcount planning and facilitating scalability strategies to achieve short- and long-term objectives. My career has been marked by a relentless pursuit of excellence demonstrated through my proven ability to drive operational efficiency and enhance customer support processes.My in-depth industry knowledge has allowed me to spearhead all facets of project management, workforce management, team building, and training to drive consumer satisfaction. Recognized for my forward-thinking approach, I have been a driving force in assessing business needs and coordinating initiatives for positive change across diverse businesses. As an influential leader, I am known for aligning workforce capabilities with objectives and executing talent acquisition and retention programs. My track record reflects my robust expertise in operational excellence, business analytics, program management, and organizational transformation.A few of my recenrt career highlights include:• Achieved 28% cost reduction with $10M savings by incorporating new live channels and deploying workload levers while preparing the 2024 support budget.• Elevated post-launch adherence to 95% and revamped email productivity tracking through an AUX code program.• Succeeded in providing a robust workforce plan for the inaugural live chat channel, resulting in a 98% service level agreement from launch and optimized staff allocation for sustained email support productivity.• Expanded email support team from 100 to 300 members and reduced the cost per contact by 20%.