A Contact Centre professional and strategist, with over 20 years experience in B2B, B2C and BPO environments. Known for taking on a challenge to improve customer experience and financial results. With a particular ability to translate business needs into tangible actions, achieving top results. Experienced in development of business systems, database design and analysis with understanding of Software Development Life Cycle (SDLC) methodologies. Skills to analyze technical and non-technical problems, troubleshooting and debugging and I have a reputation as a reliable, skilled team player. Posses extensive experience and knowledge of various reporting platforms from design to deployment, WFM, Customer Satisfaction, change management. Looking to leverage knowledge and contribute to an organizations long term value proposition.Specialties: Reporting • Business Analysis • Workforce Management • Data Collection, Validation & Analysis • Contact Center Strategy & Operations • KPI Metrics • Customer Experience • Relationship Management • Change Management