Responsible for audit and performance-tracking systems, recurring management reports, root-cause analysis, and cross-functional collaboration to improve quality and customer satisfaction.

Designed Excel-based audit systems, led root-cause analysis, coached teams, improved CSAT and compliance metrics.

Handled contract validation, case documentation, and supported onboarding of new agents as subject-matter reference.

Validated warranty and contract entitlements for Cisco clients, maintained high first-contact resolution rates.

Oversaw commercial records, reported campaign results, and enabled tactical decisions with real-time dashboards.

Managed pricing and cost data, built marketing analytics, and designed sales monitoring dashboards.