Analyzing Data to strengthened merchandising and promotional strategies to drive customer engagement and boost sales. • Provide technical support for various call center software and hardware (IVRs, ACDs, CRMs, analytics). • Deliver daily operational excellence in the call center by managing key factors like workflow, scheduling, forecasting, and performance metrics. • Foster teamwork, coach talent, and evaluate performance for optimal results. • Analyze call data to identify trends, improve service, and inform company strategy. • Present reports about gathered data to senior management. • Salesforce management. • MetLife Agent portal/SMS/customer portal data management. • Managed and led a dy

Seamlessly integrated third-party tools and components into applications, while developing CRM. • Collaborated with customers to conduct needs analysis and ascertain vendor costs. • Conducted in-depth data analysis for call center operations, delivering valuable insights to management and actively contributing to the formulation of strategic decisions. • Designed and managed databases. • Managed, modified, and updated call center software, actively contributing to the implementation of new features. • Effectively bridged the gap between vision and action by transforming customer requirements into meticulously crafted project plans, ensuring the success of the projects.