- Supervise the Analytics Specialist, including coaching, mentoring, delegating work and conducting regular performance reviews- Oversee data being captured and managed from a variety of sources- Create models and employ predictive analytics to develop scenarios, and leverage a variety of statistical data to identify trends- Develop statistical models and frameworks that support the fair and equitable allocation of space across sports user groups - Oversee and support data visualizations, and month-end and year-end reports on attendance, revenue, utilization and other measures- Develop custom reports and provide Branch leadership with ongoing business performance updatesProvide advisement and analytical support for special projects, Council and Committee reports, Branch business planning, business cases, and other initiatives where making data-driven decisions are key - Advise and provide Branch leadership with recommendations on various strategic topics - Develop various strategies surrounding training as well as the adoption of reporting tools, such as Tableau and the Recreation and Attractions Management System (RAMS) - Recommend changes to business processes to ensure appropriate data is captured and reported consistently- Oversee the delivery of strategies surrounding training and reporting tool adoption

- Distribution of Knowledge and Capacity BuildingUtilize analytical tools to develop innovative and effective means of reporting data on outcomes and performance measures for reporting and planning purposes;Work collaboratively with operating units and leadership teams on developing knowledge products that best meet the specific needs of the operating branches;Provide assistance, if required, on Tableau dashboard development and other issues related to data and analysis, quantitative methodology, monitoring and evaluation;Manage surveys and lend assistance to those groups who require survey expertise.- Corporate LiaisonMonitor and report on the metrics and indicators as they relate to Section, Branch, Department, and Corporate objectives.;Provide expertise and advice to internal department data champions/contacts on how they should transform their data methodology/collection so as to keep current and relevant per new departmental direction; Improve the efficiency, effectiveness and reliability of branch data systems through efforts to implement standardized and consistent processes;Be a focal point for the department in relation to CoE’s Open Data Working Group.- Developing the framework and processes for business intelligence:Assists in the development of policies, processes and functions for data governance to help build towards Business Intelligence within the department.

• Responsible for all aspects of real-time resource management across 3 regions• Monitored performance metrics, resource requirements and utilization from an enterprise to analyst level• Analyzed resource capacity and overhead, making strategic decisions when planning workforce related activities• Maintained workforce database by ensuring accurate data entry and importing• Developed spreadsheet reports and tools to convert raw data from various sources into readable and strategic summaries• Maintained and prepared monthly analyst/team leader scorecards• Facilitated weekly meetings with Management, covering topics such as forecast variance, business performance, upcoming initiatives and making planning recommendations• Maintained a close working relationship with all levels of Management, Human Resources and Training.Key Achievements: - Received “Shining Star” award, December 2013 - Received the “League of Excellence” award, April 2015

• Conducted analysis to determine causes for performance gaps. Reviewed and analyzed data to identify gaps and trends. • Measured actual performance relative to established targets. • Prepared performance reports including observations of performance gaps and trends.• Participated in the review of performance reports with operations team. Provided suggestions for corrective actions.Key Achievements: - Designed and developed employee/team leader/program manager Performance Scorecard - Revamped and automated HR Attrition Tracker - Revamped employee and team leader incentives by shifting the focus from seniority to rewards-per-performance

• Managed agent attendance and monitored performance.• Coached and evaluated team members productivity.• Conducted performance analysis on the work the team produced, discussed trends with the client and identified areas for improvement. • Drove ownership and accountability among the team.• Identified team members career goals and provided them with the tools and resource needed to help achieve them.Key Achievements: o Successfully led the team in achieving and surpassing all KPIs targets on regular basis. o Implemented an Efficiency Improvement project to streamline the work process and to maximize employee utilization ratio. o Led a small team to achieve a big result: won the company-wide absenteeism contest with a rate of 1.2% in January 2012.

· Monitored call routing and flow real time · Provided approval on all real-time offline activities (training, meetings, coaching, etc.)· Monitored agent adherence / compliance to schedule and escalates to Team leader for investigation · Automated WFM reporting using Excel and VBA

· Administered processing of employee payroll hours a daily/weekly basis· Assist in processing Record of Employments as required· Processed weekly and/or semi-monthly payrolls for assigned payroll entities· Prepared and reviewed payroll validation reports and payroll exception reportsKey Achievement:· Developed my own system to cut down the payroll processing time· Remained error-free on payroll processing completed

· Monitored agent contacts with customers and conducted quality evaluations according to set standards· Generated Quality data and created reports defining trends and coaching opportunities· Participated in the amendment of quality guidelines to make sure they meet client and company’s requirements· Prepared Quality performance reports for senior managementsKey Achievements:- Nominated for Support of the Month in November 2009- Winner of employee recognition program in April 2010

· Acted as a front-line Customer Service Representative taking escalated inbound calls· Being a subject expert by educating customers on features and benefits of available products and servicesKey achievements: - Subject expert on client’s products - Perfect attendance year after year - Consistently met or exceeded performance metrics with a CSAT score of 95% or above - Won the “Team Leader’s Choice Award” in December 2007