► Facilitated Charles Schwab's acquisition of TD Ameritrade by delivering critical insights using complex data, collaborating with cross-functional teams, including data engineers to align metrics, and creating daily data packages using SQL.► Fostered strong relationships with new business partners at Schwab to build new Tableau dashboards for organization-wide consumption, delivering real-time insights and actionable data to support informed decision-making.► Transformed IVR insights through data-driven analysis and visualization, utilizing SQL to identify performance improvement opportunities, including up to a 15% increase in call identification rates and 2-5% higher client experience scores.► Developed comprehensive reports using newly available data, yielding significant improvement in data understanding that enhanced support for critical business initiatives using SQL and Tableau to visualize.► Functioned as a leader on a team of analysts in data strategy decisions, including automating data delivery queries to Schwab, ensuring efficient future data requests, and streamlining data request processes.

► Formalized workforce management team's requirements for intraday and real-time reporting, ensuring timely and accurate insights by on-the-job training using advanced reporting tools and technologies such as SQL/Tableau/Excel, resulting in over 50% reduction in manual data input parts and decreasing error instances from 20-30 to less than 10 in the first year.► Led multiple ongoing cross-functional meetings with business partners, provided ongoing support for new and updated reporting needs, and provided ad-hoc analysis as needed.► Upgraded and managed WFM automation, drove sales funnel insights for ToS sales team from Salesforce, and developed people report tools, including an associate timeline tool detailing daily tasks for managers.

► Led intraweek management of TD Ameritrade's contact center, bridging complex forecasting data and stakeholders by providing actionable insights, resulting in substantial improvement in operational efficiency and informed decision-making.► Delivered ad-hoc reporting using Excel, automated functions with macros, monitored real-time phone queues, and collaborated with leaders on schedule management.► Revamped same-day WFM reporting by leveraging real-time contact data in Tableau, automating report generation, and reducing the time needed to run daily intraday reporting from 1.5 hours to 30-40 minutes, enhancing efficiency and eliminating human errors.► Implemented advanced intraday forecasting models, optimizing staffing levels, and managed ad-hoc situations while maintaining service level.

► Managed and optimized day-to-day operations of PayPal’s contact center, including monitoring queues, adjusting schedules, and escalating emergent technical issues to relevant teams, driving operational excellence.► Heavily involved in PayPal's rollout of Genesys for their contact center, including creating several custom CCPulse reports for monitoring virtual queues on our large video wall. Educated other teammates on the automated process to access and boot up these reports.► Spearheaded the EMEA division of the WFM team, as well as provided data and technical support to NA teams.

► Analyzed client accounts for high-risk behaviour for account takeover and took action to prevent unauthorized activity.► Communicated directly with clients to re-establish account control and to reverse relevant unauthorized payments.► Collaborated with risk teams across the organization to keep up to date on the latest trends in risk and how to use them in day-to-day work.