At IntouchCX, I directed contact center operations supporting U.S.-based clients, with teams of more than 100 agents and frontline leaders. We consistently met SLA and KPI targets, and workforce optimization strategies improved staffing efficiency while reducing overtime by 25%.
I built KPI dashboards for leadership and clients that reduced report preparation time by 10–15 hours per week and improved data accuracy. I also coached 10–15 supervisors and developed performance and succession programs.
At Coates Group, I coordinated sales operations workflows, maintained CRM data and KPIs, and contributed to automation initiatives that cut manual reporting work by approximately 15–20%. I’m currently completing a Cybersecurity Analyst program, with a growing focus on security operations, risk, and compliance.
