Achieved a support ticket forecast variance (MAPE) of less than 5%, while improving process efficiency by 75%, by implementing an XGBoost ML model in Python and automating the input pipeline using KQL and eventually querying directly within Fabric. Collaborated with analytics to revamp Power BI reporting, creating a short-term and long-term planning dashboard for leaders to self-serve and enhance operational efficiency.

Created a calculator in Excel to prioritize engineering efforts by assessing the business cost to support tickets, allowing resource investments in the areas with the largest ROI.

Created and maintained various workload and capacity planning models in gSheet/Excel across the Revenue organization such as Support, Professional Services, Sales Support, Field Operations, and more.

Worked cross-functionally to facilitate accurate and timely revenue planning cycle for fiscal and half planning rhythms. Led analysis on seller productivity, partnering with Finance and Sales teams on new approach for hybrid licensed and metered revenue model.

Led tactical and cadenced sync meetings with senior leadership.

Tracked and visualized trends in KPI metrics; reported to leadership.

Long and short-term planning for seven lines of business including modeling outbound call volume and forecasting FTE requirements to achieve service level and other organizational goals.

Consulted newly launched Homeownership Across Texas team on data practices to jumpstart their reporting efforts.

Monitored and modeled multi-channel service queues: calls, chats, tickets, VIP, and Enterprise.

Ran daily standups with site leadership to address intra-day challenges and establish game plan to meet SLA.

Documented standard operating procedures to ensure process consistency.