At Securitas Direct España, I design agent shift patterns, multi-skill schedules, and capacity requirements for inbound and specialized CRA queues. I use SQL and Power BI dashboards to give leadership visibility into capacity, SLA, and occupancy.
I developed automated reporting pipelines with Power Query, Excel VBA, and Kibana, eliminating hours of manual reporting and accelerating decision-making.
Previously, I monitored customer service and Alarm Receiving Center operations in real time using Genesys Cloud, Genesys Desktop, and IBS SBN. I handled traffic surges, emergency signal spikes, and system outages while steering resources to protect service levels.
