Sep 2025 – Present · 7 mos

• Managed the end-to-end shift bidding lifecycle, utilizing advanced logic to align agent availability with forecasted interval requirements (O/U) and Service Level targets.
• ​- Engineered custom VBA algorithms to automate complex rostering tasks, reducing manual processing time and eliminating human error in shift assignments.
• Achieved 0% scheduling violations by implementing rigorous logic checks for labor standards, ensuring strict adherence to maximum consecutive workdays and minimum rest periods (12h).
• ​- Analyzed capacity heatmaps to execute high-impact PTO/Bid swaps, neutralizing staffing deficits in critical intervals while accommodating operational demands.
• ​- Developed priority-based scheduling models to protect high-risk agents (e.g., late-night shifts), directly contributing to workforce retention and long-term engagement.

Apr 2024 – Aug 2025 · 1 yr 4 mos

• Oversaw daily queue health and agent distribution across multiple campaigns, flagging deviations and ensuring service levels are met.
• Communicated with Team Leads and OMs to resolve real-time challenges (e.g., excessive breaks, AHT spikes, shrinkage threats).
• Supported Coaching & QA scheduling, conducted proactive root-cause analysis for missed intervals, and presented actionable findings in staffing calls.
• Praised for flawless email etiquette and precise, professional communication, setting a new bar for internal correspondence and TL escalation.
• Delivered performance insights clearly to non-WFM audiences while retaining technical integrity.

May 2023 – Apr 2024 · 11 mos

• Delivered exceptional customer service while consistently exceeding monthly performance metrics.
• Built strong relationships with management, leading to continuous self-improvement and mentorship.
• Participated in multiple internal interviews, showcasing growth, adaptability, and a drive for career advancement.