 In charge of providing self-service analytical dashboards to the Command Center using Alteryx for data mongering and Tableau for visualization. Provided management with Ad hoc reports using Visual Basic scripts, Visio and Excel macros and formulas.  Created a dashboard called ASA projections which forecasted the ASA/ Service Level with the current staffing. The Command Center was able to do “what if” analysis to see the projected ASA/Service Level if the staffing changed.

• Leading the preparation of call volume forecasts and capacity plans for ten Call Centers. Kept a 5% accuracy in the forecasts and capacity plans for 10 years. In charge of providing reporting services through Hyperion BI, SSRS, Visual Basic scripts, Visio and Excel macros and formulas. Effectively automated 180 reports and 5 dashboards sent to clients.  Pioneered a “Performance Incentive plan” which increased quality scores by 5%, improved adherence to 95% and decreased call length, while meeting client demands. Implemented a metric called “number of call intervals met” to enhance the customer experience 24 hours a day, 7 days a week.