Excel portfolio

Operational insight built with everyday tools

Excel is my go-to for production reporting, rapid analysis, and self-serve models that stakeholders trust.

Flagship project

Call Center "Center of Excellence" Reporting Suite

Concentrix · Dec 2025 – Present

250K calls 3 yrs tracked −60% reporting time 30% SLA drop found

A multi-tab Excel reporting suite that became the account's single source of truth. Each tab is a standalone report — audit attainment, coaching attainment, weekly quality, compliance, audit-over-audit consistency, and D-Sat bucketing — feeding the weekly business review.

What it does

Tracks three years of performance across roughly 250,000 calls in one governed workbook.
Used by QA and operations leaders in weekly reviews to steer coaching and staffing.
Automation cut reporting time by 60%, freeing analyst hours for deeper investigation.

Insight surfaced

Analyzed how call volume affects service quality and SLA compliance.
Revealed a 30% SLA drop during peak hours and pinpointed capacity bottlenecks.
Turned findings into staffing and scheduling recommendations for leadership.

Built on confidential production data; visuals are representative of the reporting style.

Call Center KPI Dashboard

Three-year analysis of call center operations revealing the tension between volume, responsiveness, and service level.

Focus: Understand how demand affects queue performance and SLAs.

Key insights

Higher call volume increases both waiting time and answer speed.
SLA performance drops consistently once demand breaches capacity thresholds.
Exposed the operational challenge of balancing load with customer experience.

Metrics surfaced

Total calls, average answer speed, and waiting time.
SLA percentages, handling time, and abandoned call counts.

Keep exploring the portfolio

All projects Tableau Power BI Python

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Let's build the next Excel decision tool

From pivot-powered dashboards to automation with macros and Power Query, I can help your teams move faster.

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