Experienced WFM Reports and Real-Time Analyst skilled in monitoring intraday performance, generating accurate reports, and analyzing key metrics like AHT, ASA, Service Level, and adherence. Proficient in tools such as Excel, ServiceNow, and WFM platforms (e.g., AVAYA CMS, Genesys). Known for quick decision-making, real-time coordination, and process improvement to support operational efficiency. Developed an automatic notification of high priority tickets directly from ServiceNow platform to our communication channels real time that improved performance and response SLAs.
