Developed business cases to drive cost reduction and enhance customer experience, collaborating with Care, Product, Engineering, and Restaurant Network teams
Created a new corporate metric to reduce merchant churn and retain $9M in revenue, implementing audits and performance tracking, leading to a 5% YoY reduction by implementing process improvements, policy changes, and product enhancements
Restructured the company-wide holiday cancellation reduction initiative, adding efficiency and saving $1.6M in a single quarter
Partnered with data analytics to create recurring dashboards, reducing FTE requirements by 50%, yielding $70K in annual savings
Led policy refinements on enterprise refunds, driving $1M in annual savings
Implemented data-driven Care policy revisions for BPO partners, contributing to a combined $1.5M annual cost reduction
Spearheaded executive business reviews, summarizing key initiatives and outcomes for C-suite leadership
Designed Asana dashboards/forms to streamline cross-functional communication and prioritization
Provided mentorship to new Analysts, ensuring efficiency in business case development and strategic thinking
Manager, Workforce Management
Grubhub / Just Eat Takeaway
06.2021 - 10.2023
Led a team of three Analysts to optimize scheduling and meet service level goals
Evaluated employee performance and facilitated career development, resulting in promotions
Strengthened BPO (vendor) relationships to ensure compliance, performance accuracy, and staffing effectiveness
Consolidated Five9 and Verint codes from 50 to 20, improving efficiency across teams
Unlocked untapped Verint scheduling functionalities to streamline shift and holiday bidding, optimizing PTO utilization
Developed Asana-based new hire request processes, reducing email overload and improving workflow accuracy
Analyst, Enterprise Workforce Management
Charter Communications
01.2017 - 05.2021
Forecasted call volumes and staffing needs for 6,500 employees across 21 business units
Created reports utilizing Excel, Power Query, and Power Pivot to analyze scheduling trends
Led post-merger virtualization projects, consolidating billing, routing, and ticketing systems
Contributed to budget planning and financial forecasting
Supervisor, Enterprise Sales Workforce Management
Charter Communications
03.2014 - 12.2016
Co-managed a team of 14 workforce administrators overseeing real-time adherence, call routing, and reporting
Redesigned holiday staffing plans, automating scheduling processes to improve efficiency
Increased workforce cross-training from 35% to 75%, enhancing team flexibility and morale
Consultant, Quality Analytics
Verizon Wireless
11.2010 - 05.2013
Conducted UAT and system testing for nine contact centers' quality systems
Analyzed and presented performance data to executive leadership
Consultant, Operations
Verizon Wireless
01.2007 - 10.2010
Developed Excel-based reports to identify trends and recommend process improvements
Led enterprise-wide projects, creating training programs and operational guides
Timeline
Operations Manager, Business Insights
Grubhub / Just Eat Takeaway
11.2023 - 02.2025
Manager, Workforce Management
Grubhub / Just Eat Takeaway
06.2021 - 10.2023
Analyst, Enterprise Workforce Management
Charter Communications
01.2017 - 05.2021
Supervisor, Enterprise Sales Workforce Management
Charter Communications
03.2014 - 12.2016
Consultant, Quality Analytics
Verizon Wireless
11.2010 - 05.2013
Consultant, Operations
Verizon Wireless
01.2007 - 10.2010
Summary
Seasoned Business Insights Manager and Workforce Management Analyst with over 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.
Business Operations & Insights Manager – Spend Management at Splunk, Inc. (now Cisco)Business Operations & Insights Manager – Spend Management at Splunk, Inc. (now Cisco)