Professional with extensive background in team management, workforce planning, customer service, and IT operations across technology-driven organizations.
Directed team operations, development, and performance within IT and customer service contexts.
Created and modified schedules, and managed staffing to ensure operational efficiency.
Built reports and analyzed metrics to support operational decision-making and continuous improvement.
Managed customer service teams focusing on quality, escalations, and people coaching.
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Reviewed and optimized IT processes to improve service efficiency and effectiveness.
