Open to opportunities

Adam Vitalis

@adamvitalis

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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

Current

Quality Assurance Analyst

Current

CareNet Health

Audited clinical and non-clinical interactions for HIPAA, NCQA, and client standards, delivering data-driven performance insights that improved coaching and reduced patient communication risk.

Quality Assurance HIPAA)Root Cause Analysis Coaching Data Analysis Reporting HIPAA

Workforce Management Analyst

iQor

Jan 2018 - Jan 2024 (6 years)

Managed scheduling and reporting for 50+ agents, optimized staffing to reduce AHT by 15% and improve SLA adherence, and led a team of real-time analysts to support strategic workforce planning.

Workforce Management Scheduling Forecasting Reporting Coaching SLA Excel

Customer Service Team Lead

iQor

Jan 2018 - Dec 2018 (11 months)

Oversaw 20+ agents across multiple clients, implemented coaching frameworks that raised CSAT and reduced escalations through targeted training in empathy, tone, and resolution skills.

Team Leadership Coaching Customer Service CSAT Escalation Management Training Client Relations Performance Management

Technical Support Analyst

Kajabi

Jan 2024 - Present (1 year 9 months)

Provided SaaS platform support across automations, payments, and integrations, maintaining high CSAT and identifying recurring product issues that informed engineering roadmap improvements.

SaaS Support Troubleshooting CSAT Onboarding Zendesk Integration Product Feedback

Education

Degrees, certifications, and relevant coursework

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

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.