I managed intraweek/intraday and short terms tactical forecasts for customer channels, collaborating with various teams for effective resource planning. I focused on delivering accurate forecasts, conducting scenario modeling, and identifying optimization opportunities.

I oversaw the real time monitoring and daily operations of 60+ queues across multiple channels and multiple BPO partners, ensuring consistent customer experience and service level outcomes on a daily basis by managing internal and external stakeholders and leveraging data-driven insights to optimize queue performance and resource allocation, resulting in increased efficiency and customer satisfaction metrics.

As Service Assurance Team Leader, I managed technical specialists supporting frontline agents and overseeing HFC network operations. Acting as a technical expert, I facilitated documentation and product launches. Prioritizing critical faults and implementing best practices, we maintained high service quality. Through coaching, I fostered team agility to navigate changing priorities effectively.

As Major & Critical Incident Manager, I oversaw planned and unplanned fixed-line network events, including BCP & DRP responses to natural disasters and diverse unplanned incidents. Additionally, I managed Executive incident SLA reporting, change approval, and incident reporting, while also providing support in problem management.

As a Service Events Coordinator, I managed incident responses for low-level network events and communicated all planned and unplanned network events. Additionally, I provided support to primary incident managers during critical and major events.