Jenque Spark

Built weekly reforecasting tools for consulting clients, redistributing flexible working hours based on utilisation and call volume. Designed a GDPR-compliant file-based model to flag structural errors in planning data and set up a technical infrastructure with an AI agent for admin tasks.

Coordinated forecasting, capacity planning, and scheduling with global planning units and HR teams. Reworked the training model for intraday steering, increasing training completion rates by 15% within two months, and led an international intraday team of 15+ people.

Led the migration from Teleopti to NICE IEX for an operation of 300+ FTE and 10+ lines of business without disruption. Built custom solutions for cross-skill scheduling and replaced the break planning tool with a rule-based system, increasing utilisation by roughly 10%.

Monitored 10+ lines of business with 300+ cross-skilled agents in real time, maintaining SLA adherence above 95%. Calculated staffing requirements with Erlang C, built schedules in Excel and Teleopti, and produced KPI reports for management.

Delivered CF and NPS scores consistently above 90% in customer service for Sky Deutschland's sports rights line. Moved into the Real-Time Analyst & Scheduler role within 6 months after passing an internal aptitude test.

Designed, built, and delivered 50+ websites for small businesses, including SEO, performance optimisation, and Google Ads management for selected clients.

Completed the Process Mining: Data Science in Action certification via Coursera in 2026.

Completed the Data Analytics for Lean Six Sigma certification via Coursera in 2026.

Earned the AI Business Practitioner certification from Cisco in 2026.

Completed the NICE IEX 7 WFM module series including Scheduling, Planning, Intraday Management, WebStation Automation, and EEM.

Completed the Verint WFO training covering Intraday Management, Scheduling, and Planning.

Completed the COPC WFM Business Partner Training.

Completed ACD systems training for WFM covering Genesys, NICE inContact, and Avaya CMS.

Earned the Data Platform Foundations Associate certification from Oracle in 2025.

Completed the Python certification from freeCodeCamp in 2025.

Grade: 77/100

Earned the English Certificate C2 (77/100) from EF SET in 2024.

Completed the Full Stack Web Developer Bootcamp on Udemy in 2020.

Pursued Civil Engineering and Infrastructure Management at TU Wien from 2012 to 2018, but did not complete the program.