 Pioneered the establishment of the Business Intelligence department, leading its growth and strategic direction. Administered and optimized multiple Microsoft SQL Server databases and managed Tableau Server. Developed complex SQL queries on various platforms including Oracle, T-SQL, PostgreSQL, and IBM Informix. Implemented Python scripts for data analytics and ETL processes, enhancing data processing and reporting capabilities. Spearheaded the migration and integration of legacy systems into modern, scalable BI solutions. Conducted regular training and development sessions for BI team members, fostering a culture of continuous learning and professional growth. Collaborated with cross-functional teams to align BI initiatives with broader organizational goals. Initiated and led the adoption of agile methodologies within the BI department, improving project turnaround time and responsiveness. Led the development and implementation of a Peer to Peer Feedback Application, widely adopted across the company to enhance employee engagement and communication. Extended leadership to managing the Call Center Workforce team, demonstrating adaptability and multifaceted team management skills. Improved Service Level KPIs for the Call Center Workforce team from below 30% to above 80% on average, demonstrating effective strategic management and operational optimization.

 Led KYC Population development, focusing on reporting automation and SQL/database development, employing tools like SSMS, SSIS, Business Objects, Cognos, VBA, and C#. Engineered ETL processes from various data sources, enhancing data accuracy and efficiency. Mapped and optimized data process flows, identifying and implementing key improvements. Collaborated effectively with global teams to ensure successful project completion, demonstrating strong remote teamwork and communication skills.

 Established and led the Business Intelligence team, focusing on data analytics and process improvement, enhancing operational efficiency and decision-making. Managed and developed a diverse team of 8 Business Analysts and 2 Data Analysts, driving documentation of business processes and preparation of operational reporting for senior management. Spearheaded extensive research and response processes related to default servicing claims, ensuring adherence to regulations and optimizing service quality. Orchestrated end-to-end process improvement projects, from initial analysis and mapping to UAT and post-production quality control/training. Orchestrated end-to-end process improvement projects, from initial analysis and mapping to UAT and post-production quality control/training. Innovated real-time performance monitoring through automated employee scorecards, integrating Excel and SQL data connections. Identified and addressed operational gaps and risks, proposing solutions that significantly improved customer experience and operational controls.