Professional Overview I am a highly experienced Workforce Management (WFM) professional specializing in real-time management, intraday scheduling, and capacity planning. I bring extensive expertise in call center operations, encompassing in-house, multi-site, and vendor-level environments. My core competencies include coaching and developing talent, leveraging strong analytical skills for timely business decisions, and effectively interacting with high-level stakeholders and leadership.  Career Highlights - Capacity & Vendor Management: Most recently, I served as a Capacity Planning Lead at Coinbase Inc., where I managed in-house and vendor headcount. I aligned global support hours with historical inflow patterns and approved vendor billing and invoices to ensure accuracy and budget adherence.  - Google Operations Leadership: Spent nearly six years as a Resource Optimization Lead at the Google Operations Center, handling teams of real-time analysts, schedulers, and capacity planners for Google Cloud. In this role, I managed schedules for internal Google Cloud Engineers and oversaw the overall capacity plan for Google Cloud Platform vendors across all regions.  - Real-Time & SLA Optimization: Prior to my role at Google, I worked as a WFM Lead at Cognizant, overseeing a real-time team for Google Workspace in the Americas to ensure SLAs were met and the impact of outages was minimized.  - Command Center Operations: Built a robust, 12-year foundation in WFM, progressing from Real Time Analyst roles at Advanced Contact Solutions and Teletech to Command Center Associate and Supervisor at Convergys Corporation.