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Adam Vitalis

@adamvitalis

Data & Workforce Analyst driving operational efficiency and data-informed decision-making.

Trinidad and Tobago
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What I'm looking for

I seek a role where I can apply workforce analytics and QA to drive operational improvements, collaborate cross-functionally, and scale data-driven decision-making.

I am a Data & Workforce Analyst with over six years of experience optimizing workforce operations, quality assurance, and analytics across healthcare, SaaS, and BPO sectors. I transform complex datasets into actionable strategies that reduce costs, strengthen compliance, and improve customer experience.

At iQor I progressed from Escalations Agent to Team Lead and Workforce Management Analyst, managing scheduling and reporting for 50+ agents and reducing average handling time by 15% through process improvements. I launched a data analyst and chat support team and developed real-time monitoring strategies that reduced SLA breaches during peak demand.

As a Quality Assurance Analyst at CareNet Health I audited clinical and non-clinical interactions for HIPAA and NCQA compliance, led calibration sessions, and conducted root cause analyses that drove workflow redesigns and improved patient engagement. At Kajabi I provided SaaS support, maintained high CSAT scores, and influenced product roadmap changes to lower ticket volume.

I bring technical strength in SQL, Tableau, Power BI, workforce management tools, and a track record of aligning operational execution with executive priorities. I am passionate about coaching teams, building dashboards that enable timely decisions, and ensuring insights are translated into measurable business outcomes.

Experience

Work history, roles, and key accomplishments

Education

Degrees, certifications, and relevant coursework

University of Greenwich logoUG

University of Greenwich

Bachelor of Science (Hons) in Computing, Computing

BSc (Hons) Computing in final year (in progress), focusing on computing concepts and systems development.

SBCS Global Learning Institute logoSI

SBCS Global Learning Institute

Pearson BTEC HND, Computing & Systems Development

Activities and societies: Distinctions in Business Skills for E-Commerce, Systems Analysis & Design, IT Support for End Users, Networking Infrastructure.

Pearson BTEC Higher National Diploma in Computing & Systems Development with distinctions in key modules such as Systems Analysis & Design and Networking Infrastructure.

AA

Association of Business Executives (ABE)

Diploma in Business Management, Business Management

Completed a Diploma in Business Management covering foundational business and management topics.

NC

North Eastern College

CSEC (Caribbean Secondary Education Certificate), Secondary Education

Activities and societies: Subjects: Human & Social Biology, Principles of Business, Mathematics, English, Social Studies.

Completed secondary education with five CSEC passes including Mathematics, English, and Principles of Business.

Tech stack

Software and tools used professionally

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Adam Vitalis - Quality Assurance Analyst - CareNet Health | Himalayas