Delivered daily, weekly, and monthly reports to stakeholders, showcasing key findings, performance metrics, and actionable recommendations for boosting workforce productivity. 

Analyzed daily workforce data, used stats for precise test session predictions, optimizing resource use.

Supported agent performance in the 4 sites (Philippines, USA, South Africa, and Japan) by analyzing key metrics like AHT, ASA, utilization, and adherence, for operational gains.

Managed attendance across 4 sites (Philippines, USA, South Africa, and Japan) by tracking and addressing absenteeism and tardiness patterns, ensuring optimal staffing and high service standards. 

Reviewed and moderated 50+ podcasts, playlists, and user-generated videos, ensuring compliance with company policies. 

Developed a Google Sheets dashboard for monitoring content operations performance, leveraging data visualization to pinpoint areas for enhancement.

Provided technical support and assistance to 50+ customers a day, troubleshooting various issues related to landline and cellular phones.

Collaborated with telecommunication and IT departments to resolve complex technical issues, ensuring timely and efficient support to program participants.