Muhamad Daniel Burhan

I’m a workforce management professional with 5+ years of experience supporting large-scale operations across 14 markets and managing real-time performance for over 1,000 employees. I specialize in SLA management, intraday operations, capacity planning, and KPI reporting to keep service levels strong during change.

As an Associate Real-Time Analyst, I supported Operations Managers through real-time workforce monitoring and operational reporting, maintaining 97% SLA adherence during operational expansion. I run intraday staffing and capacity analysis to minimize overstaffing and understaffing, and I produce KPI insights that improve operational efficiency and decision-making.

I also serve as a primary contact for system outages and market-wide operational incidents, partnering with stakeholders to resolve issues quickly. Previously, I delivered content creator and advertiser support, handling payout investigations, eligibility reviews, account health, and campaign performance guidance.