A rising professional with a passion for delivering exceptional results in both workforce planning and call center/business analytics. Views challenges as exciting tasks, and is always on the look out for ways to better the business. • Research and define the metrics for the dashboard and reports I create• Use Extract, Transform, and Load (ETL) to further manipulate data, helping to analyze it• Provide management with succinct story-driven outputs of my analysis to better drive home Key Performance Indicators (KPIs)• Work with business partners to plan out call center staffing via forecasting volume through a combination of Erlang C and pattern analysis, and cross checking it with known attrition ratesAccomplishments: • Elevated the analytics of my department at SquareTrade, taking it from simple pivot tables to more advanced analytics through the use of SQL, Business Intelligence, ETL, and machine learning• Revamped Executive-level dashboard to drive a narrative, allowing it to be more easily digested• Developed agent scorecard to help drive home KPIs, along with being dynamically filterable for month/quarter/year, which eliminated the need for multiple releases