Data/Reports Analyst

Main tool I use day to day for reporting and automation. Beyond standard formulas, I work in VBA/macro development, Power Query, and Power Pivot to build automated KPI dashboards and reporting systems. Used this to eliminate manual reporting work

Excel VBA Core tool for automating manual reporting work — built macros that eliminated repetitive data entry and cut reporting time.

8+ years managing real-time staffing, adherence, and service levels for high-volume operations (500+ seats).

Foundational skill from years of operations and reporting roles, with a focus on data accuracy for performance tracking

Used SQL (including MySQL) for querying and validating data behind KPI and performance reports — comfortable with joins, subqueries, and CTEs. Still building depth on performance tuning and indexing, but solid on writing accurate queries for day-to-day reporting needs.

Analyze performance data (SL, AHT, occupancy, shrinkage) to identify trends and support staffing and process decisions. Background spans real-time analysis through KPI dashboard development.

Used to monitor real-time agent states and schedule adherence to maintain service level attainment.

Worked within Salesforce for account and performance tracking in a BPO operations setting.

Used to present KPI trends and performance insights to Senior Leadership and Directors across multiple BPO accounts.

Comfortable replicating core Excel-based reporting workflows in Google Sheets when required by remote/cloud-based teams.

Self-studied for querying and data validation, including joins, subqueries, and indexing fundamentals.

Built KPI dashboards and reporting visualizations in Power BI to give leadership a single view of account performance. Comfortable with core dashboard development; still deepening DAX and data modeling.

Used for real-time agent monitoring and adherence tracking in a high-volume, multi-skill queue environment.