Workforce Management Professional | Sr. Operations AnalystWorkforce Management Professional | Sr. Operations Analyst

Key Achievements:

• Promoted twice within Concentrix based on consistent performance and operational excellence. • Supported real-time workforce management for approximately 700 agents across 8 Microsoft Lines of Business. • Contributed to 2 Microsoft Line of Business launches, supporting workforce readiness and operational transition. • Developed over 15 workforce reports and dashboards supporting leadership decision-making. • Built an attendance reporting dashboard that improved workforce visibility and reporting efficiency. • Served as the designated Real-Time Analyst Point of Contact during leadership absences. • Led onboarding and knowledge transfer for newly hired Real-Time Analysts and new workforce management tools. • Coordinated production outage investigations involving Operations, IT, and Microsoft engineering teams while maintaining timely stakeholder communication. • Received multiple Microsoft and Concentrix awards including Monthly Top Performer, Quarterly Top Performer, Annual Top Performer, Customer Recognition, and Perfect Attendance.