At Amazon, I built a WFM Scheduling Tool from the ground up to generate interval-accurate schedules for six global sites. It combines Erlang-based headcount sizing, activity-code optimization, and site-level coverage views, replacing a manual Excel-driven process.
I own schedule publication and governance across a 24×7 operation, and lead capacity planning for new initiatives. For the AHS Chat Expansion, I developed headcount ramp plans for four marketplaces, including shrinkage-adjusted staffing and blending recommendations.
I also lead weekly workforce steering and oversee real-time queue monitoring. Through GAP reviews, dashboards, and recovery plans, I help teams respond to service-level risks and feed operational learnings back into capacity assumptions.
My work includes automating shrinkage processing, developing a Work Item SLA report distributed via SharePoint, and defining an interval-level VCC Utilization Analysis framework. Earlier at Amazon, I managed intraday staffing and resolved partner account issues; before that, I worked in technical support at Tech Mahindra and accounts receivable at Hinduja Global Solutions.
