In my current role, I drive the success of business initiatives through a multifaceted approach encompassing product development, strategy, management, reporting, and risk mitigation; specifically scaling Amazon's Network to avoid network impact/redundancy. I define core project requirements, ensuring optimal trajectory, required resources, and budget allocations. Identifying and addressing cross-functional and cross-team challenges, I devise effective strategies at both organizational and technical levels.Playing a pivotal role in resource management, I make critical decisions on task allocation and responsibility designation. I actively monitor and drive hiring efforts to fill skill and workforce gaps within the team. Leading budget allocations for technical projects, I make decisions on tools/software acquisition and necessary spending based on project requirements.I champion the adherence to project timelines, meticulously planning and monitoring progress to ensure timely project delivery. Collaborating with engineering leaders, I build consensus on project trajectories, regularly reviewing and apprising them of the impact of technical projects.Demonstrating analytical prowess, I regularly assess and mitigate potential project-related risks. Proactively planning effective strategies to ensure the smooth and timely delivery of project outcomes, I showcase a holistic approach to technical program management in my current role.I take pride in creating automated solutions for highly manual activities, saving hundreds, if not thousands, of hours of effort in the solutions I deploy. This strategic approach has not only increased efficiency but has also demonstrated my commitment to streamlining processes and driving innovation.

Led the implementation of best practices in data center capacity planning, emphasizing accuracy in asset data, including dimensions, power/network ports, and cabinet locations. Leveraged what-if analysis for simulating the impact of changes, optimizing existing capacity, and informing capital expenditure decisions. Analyzed rack unit fragmentation to optimize space capacity and deployment efficiency. Monitored power, cooling, and port/bandwidth capacity alongside space considerations, ensuring proper equipment provisioning.Tracked item quantities to reserve necessary space, power, cooling, and port capacities, enhancing precision in deployment planning. Monitored and managed stranded, budgeted, and actual power capacity, minimizing inefficiencies and ensuring optimal power use.Enabled a single source of truth by integrating tools and databases, mitigating data silos and inaccuracies. This integration improved workflow, productivity, and collaboration across functional teams, ensuring accurate and effective capacity planning in modern, distributed data center environments.

Led the development and execution of strategic plans, identified and capitalized on upsell/cross-sell opportunities, and implemented initiatives for exceptional service, resulting in substantial business growth. Successfully optimized lead management programs, drove efficiency within commission budgets, enhanced sales channel performance, and continuously improved commission structures for aligned business goals. Proven expertise in optimizing channel economics and commercial efficiency, generating comprehensive revenue reports, and driving enhancements in Business Intelligence and Analytics for sustained growth. Demonstrated proficiency in managing various P&L metrics, showcasing a comprehensive impact on cost, service revenue, channel economics, product mix, and distribution efficiency.

Led dynamic resource planning efforts by monitoring business, resource, and seasonal changes, developing plans for anticipated shifts in call profiles and staff workloads. Collaborated effectively with Centre Planning & Resource teams and the Management information systems (MIS) team, providing consultative support to the Central Customer Operations team to drive successful customer satisfaction and delivery. Delivered accurate reports on key performance indicators, workforce, and shift performance, while also forecasting for Enterprise Mobile + Fixed Lines and managing the Overall Enterprise Budget.

As the central figure for operational impacts, collaborated with the Insights team for quantification and analysis on key business metrics. Provided pivotal support to Customer Operations, overseeing credit management, campaign coordination, and Google Analytics administration for the Workforce Management Team. Optimized resources through effective collaboration with outsource partners, while strategically reviewing staffing plans and forecasts on a weekly basis. Cultivated strong business partner relationships and played a key role in Workforce Management analysis best practice in the organization. Contributed to strategic decision-making through OPEX project business cases and ensured financial accountability via monthly invoice reconciliation activities. Managed major incidents and invoked Business Continuity Plans across four countries on multiple occasions. Conducted comprehensive data analysis on diverse Key Performance Indicators for continuous improvement accross the organization.

- Providing both summarised and detailed customer reports showing project portfolio and service desk statistics. - Providing a point of escalation for technical support issues, such as PC support, LAN and other connectivity issues, and also to promote proactive support actions to prevent errors reoccurring.- Providing accurate and informative daily reporting on work order performance and trends. - Co-ordinating best WFM practice throughout the campaign- Leading the periodic review of Service Level Specification and Performance Monitoring to ensure alignment with evolving business requirements and negotiate changes- Managing and developing current business (key) stakeholder relationships at Director and senior executive level.- Proactively highlighting opportunities to improve performance in all areas of operational productivity - both procedural & financial, service levels and customer satisfaction.- Identifying and highlighting any anticipated impact on service performance through utilization of call forecasts and scheduling plans on a daily basis.- Using extensive experience of WFM systems including Totalview, NICE call analytics, Smart Sync, CC pulse, and Business Objects in order to increase productivity and performance.