Professional with over 10 years of experience leading Workforce Management, Strategic Planning, and Operations Management functions within Contact Center and high-demand service environments. My career has focused on transforming resource planning into a competitive business advantage through data-driven analysis, process optimization, and the development of high-performing teams.
I have led multidisciplinary teams responsible for demand forecasting, capacity planning, scheduling, real-time management, budgeting, and operational performance analysis, ensuring service level attainment, operational efficiency, and alignment with the organization’s financial objectives.
I am recognized for a results-driven leadership approach, talent development, data-driven decision-making, and strong collaboration with executive teams to design and implement strategies that increase productivity, reduce operating costs, and enhance the customer experience. Extensive experience managing organizational change, implementing process improvements, and aligning Workforce Management strategies with broader business objectives.
