Sr. Executive Workforce Real-Time Analyst (Retail) - Lumina Datamatics
(2024-01 - 2026-04)
- Monitored real-time KPIs across vendor partners, including call volume, AHT, and adherence.
- Identified performance trends and gaps to optimize service levels and resource allocation.
- Developed detailed dashboards and reports for stakeholders.
- Collaborated with stakeholders to implement new process and project management
- Collaborated with vendors to improve operational efficiency and service quality.
- Acted as the POC for vendor related concerns. Such as System Issues, Skilling, and schedule adjustments.
- Leads vendor RTAs and provided guidance on reporting, system issues, LOB trends and drivers, and overall LOB performance.
Workforce Real-Time Analyst (Healthcare, Financial, sales) - Virtual Staffing Solutions
(2021-05 - 2024-01)
- Managed real-time performance metrics and schedule adherence for multiple teams.
- Built agent schedules based on demand forecasts and staffing requirements.
- Led incident management reporting and real-time performance corrections.
- Provided actionable insights via reporting to help improve performance metrics.
Team Leader for Healthcare - Virtual Staffing Solutions
(2020 - 2021)
- Supervised a team managing patient monitoring through Remote Patient Monitoring (RPM) tools, ensuring accurate tracking of vitals, medication adherence, and symptom reporting.
- Collaborated with multidisciplinary healthcare teams to develop and implement individualized care plans.
- Ensured compliance with HIPAA regulations through meticulous EHR documentation and data handling.
- Escalated critical patient concerns promptly to healthcare professionals to support timely interventions.
- Monitored and evaluated team and individual performance, providing coaching and feedback to enhance productivity and care quality.
Trainer – Medicare Program - Grupo Noa International
(2020 - 2020)
- Conducted training on Medicare guidelines and HIPAA policies.
- Evaluated trainee performance and refined materials accordingly.
- Improved training effectiveness based on feedback and assessment results.
General Virtual Assistant Freelancer - Upwork
(2019 - 2020)
- Provided virtual admin support to clients in various industries.
- Coordinated meetings, travel, email management, and client communication.
- Conducted research and presented data-driven recommendations.
- Managed residential/commercial property operations, inspections, and tenant relations.
