Excel portfolio
Operational insights built with everyday tools
Excel remains my go-to for rapid analysis, prototyping dashboards, and handing off self-serve models to stakeholders.
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.
Impact: Equipped leaders to plan staffing, refine scheduling, and diagnose load scenarios with simple what-if analysis.
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