David Casula

I've built and maintained operational reporting for BPO teams since 2021, tracking KPIs and agent performance to support leadership decision-making. I create Excel dashboards and automated reporting tools that reduce manual workload and improve reporting efficiency.

I analyze performance trends and turn them into actionable insights that help optimize productivity, operational results, and strategic initiatives. My work combines advanced Microsoft Excel, Power BI dashboard development, and close collaboration with operations and management.

Previously, I supported customer service, sales, and operations at Alorica while meeting performance metrics and helping new hires succeed through product knowledge and operational best practices.

My earlier experience at Allied Global included customer support, floor support, call monitoring, coaching, performance feedback, and mentoring new hires. I'm bilingual in English and Spanish and bring a practical, team-focused approach to performance improvement.