Versatile operations and stakeholder-management professional with 7 + years? experience spanning risk & ethics support, resource scheduling, customer operations, and PMO coordination. Adept at partnering with Australian engagement teams to navigate service-authorization and independence processes, resolve inquiries through ServiceNow, and maintain audit-ready engagement and partner-cycle records in PowerApps.
As a Resource Manager, I identify and allocate qualified talent for dynamic client portfolios, build automated trackers that transform raw scheduling data into actionable utilization insights, and lead quarterly user-access reviews to uphold compliance. My analytics toolkit includes Power BI, advanced Excel, and templated dashboards that surface timesheet variances, forecast capacity, and drive fact-based decision-making.
In earlier leadership roles I supervised high-performing CSR teams, mastering Zendesk and UJET to exceed KPI/SLA targets, coach agents, and champion continuous improvement. Comfortable guiding new joiners on complex systems, I create clear process documentation?from partner reminder workflows to onboarding curricula?that scales knowledge and prevents rework.
Known for crisp communication, data-driven problem solving, and calm execution under shifting priorities, I deliver seamless stakeholder experiences while safeguarding quality, compliance, and productivity across the project lifecycle.
