Experienced contact center professional dedicated to enhancing customer experience and agent engagement while driving operational efficiency. With over 20 years of workforce management (WFM) experience across various industries, possesses a strong drive for success and a genuine focus on people. Insatiable curiosity fuels ability to continuously learn and adapt to new challenges. Proficient in workforce optimization and contact center principles, excels in creating effective staffing models and forecasting for multi-skill/channel environments. Well-versed in a wide range of contact center technologies, enabling leverage of the most suitable tools for optimal performance. Prioritizes process improvement and agile program management, serves as a servant leader to drive organizational success. Expertise in routing and customer contact strategy enhances ability to deliver exceptional results.