Carol Ponciano

I’m a bilingual operations and administrative professional with 10+ years of experience in workforce management, real-time operations, and process improvement. I’m known for building strong SOPs, improving execution through coaching, and using data to drive day-to-day decisions.

In my most recent roles, I’ve supervised real-time workforce operations across multiple teams, protected KPIs through intraday adjustments, and handled escalations to ensure service continuity. I also defined and tracked OKRs, aligned real-time performance with broader business objectives, and strengthened operational execution through root cause analysis.

I translate complexity into clarity by creating dashboards and reporting views in Power BI and Tableau, maintaining operational playbooks, and monitoring staffing, queue conditions, and schedule adherence. I regularly strengthen accuracy and compliance by managing quality controls, CRM records, documentation control, and confidentiality-focused digital recordkeeping.

I’m also automation- and enablement-driven: I streamline repetitive workflows using Zapier, Make, and Microsoft Power Automate, and I support learning and onboarding through LMS administration and training content management (including Articulate 360 and Adobe Captivate). I bring a practical, improvement-first mindset—always optimizing for reliability, visibility, and scalable operations.