At Etsy, I led workforce strategy across a global BPO network supporting daily chat and email operations. I redesigned staffing allocation and channel distribution to raise service levels from about 70% to over 80%, and developed a backlog recovery strategy that reduced email backlog by about 90% in one week.
At Lyft, I led workforce planning operations across a multi-regional support organization. Through capacity planning improvements and staffing model redesign, I helped improve CSAT from 66% to 80% within six months.
At Johnson Controls, I built the workforce management function for an outbound collections operation and developed automated workforce dashboards using Power BI and SQL. Earlier, at Centris, I managed workforce strategy across client programs and implemented ProScheduler to integrate forecasting, scheduling, payroll, and workforce reporting.
