Strategic WFM Leader with over 10 years of experience driving operational excellence in global BPO and service operations. I specialize in bridging the gap between data-driven forecasting and real-world execution to optimize labor costs and exceed SLA targets.

Key areas of impact:
Strategic Planning: Expert in Long-Range Planning (LRP) and Headcount Modeling aligned with revenue forecasts.
Operational Efficiency: Proven track record of improving forecast accuracy and optimizing staffing models through automation and scenario planning.
Technical Stack: Hands-on experience with NICE IEX, Genesys Cloud, and Power BI, plus advanced data skills in SQL and Python for WFM reporting.