Call Center Anaylst

Nielsen - Oldsmar, Florida

In collaboration with a team of analysts I managed projects in two call centers in Oldsmar, FL and in Dallas, TX for Nielsen's TV ratings. We served customers across all 9 US time zones. Worked Sunday to Thursday, often taking sole responsibility for running both call centers on Sundays while maintaining operational efficiency and service quality.

• Managed multiple daily call center projects on consumer research, ensuring on-time completion and high compliance standards.
• Monitored and managed 100 to 250 call center staff on a macro level.
• Led daily call center meetings to communicate strategy, coordinate priorities, and ensure alignment across teams and leadership.
• Prepared and delivered KPI reports to monitor performance, identify trends, and support data-driven decision-making.
• Planned and adjusted staffing across projects to optimize efficiency, achieving an 8% reduction in call center idle time year-over-year (2017).
• Created an Excel-based forecasting tool to accurately project required project hours, which improved staffing inefficiencies and was permanently adopted by the team.