• Effectively perform cleansing, transforming, loading, exporting and reporting of contact lists for health campaigns which require high attention to detail and advanced data wrangling skills in Excel. • Driving success by focusing on the quality of call outcomes, improving processes and providing technical guidance on operations, management of tactical plans post-implementation and issue resolution.• I have received positive feedback from executives, managers and other team members for using Victorian Department of Health data to build and produce operational reports and dashboards which provide insights on call centre operations, workload efficiencies, vaccination and outbreak management campaign results.

• Productively coordinated a large and evolving team of business process outsourcing resources by demonstrating excellent organisational abilities, effective communication and professionalism in all interactions to accomplish great results while adhering to strict KPIs.• When required, successfully analysed data and gave contact centre insights to executives and other teams members.• Maintained historical queue metrics and maximised resources by conducting data analysis to make recommendations and forecast future dialling needs as well as planning capacity for future months.• Interpreted data and devised ways to continually improve the accuracy of management reporting on operational KPIs through data analysis to enable informed decision-making regarding contact centre resourcing and performance.

Workforce Management Team