I've recently changed my focus from customer facing problems and call taking to data analysis and data management. My current role has allowed me to focus on agent development and business intelligence data. Using data and making it actionable to find areas of opportunity in agent development, company processes, work flows, and uptraining. I've recently finished a data analyst course which has allowed me to expand my skills and apply them in my day-to-day field. My current focus is on being able to expand my current role into a more data analysis role as well as spearheading projects and presenting data to stakeholders.