At Revolut, I oversee real-time queue health and schedule adherence across 68+ global queues and 3,000+ agents, monitoring waiting times and backlogs to maintain SLA targets during high-volume chat spikes.
As the outage management point of contact, I lead incident mitigation during major service disruptions, making emergency agent reallocations and queue-routing adjustments affecting 3,000+ chats.
I partner with WFM and Capacity Planning teams to validate live operational data against short-term intraday forecasts. I also maintain Confluence documentation, including outage playbooks and incident logs.
Previously at Revolut, I investigated complex financial disputes and supported new-joiner onboarding as a Buddy and onboarding point of contact. At Alpha Data LLC, I tracked SLA performance on the Sapphire IMS portal; at Accenture, I maintained a 99% audit score for call and reporting quality on the Verizon account.
