Leading workforce strategy, demand forecasting, and data-driven operational planning for a global telecom enterprise. Conducts variance analysis (forecast vs actual) and develops scenario models to identify workforce risks; delivers recommendations adopted by operations and finance leadership, reducing planning error by 18%. Uses SQL to extract and transform large datasets (1M+ records) into executive-ready insights for SLA adherence, resource allocation, and budget planning. Builds automated KPI dashboards in Power BI and Excel (SLA, AHT, occupancy, utilisation, forecast accuracy), improving reporting efficiency by 40%. Partners across operations, finance, HR and senior management for budgeting, headcount planning and strategic resource allocation; implements reporting automation reducing cycle time by 30%. Tracks real-time operational metrics and recommends corrective interventions to sustain SLA performance above 95%. Provides workforce modelling for strategic transformation initiat

Business Operations Associate – Business Analysis & Planning at British Telecom

February 1, 2021 - October 1, 2025

Delivered end-to-end business analysis, client coordination, and operational reporting for UK enterprise accounts. Served as primary liaison between cross-functional internal teams and UK enterprise clients to support order fulfilment and service delivery across multi-team workflows. Prepared high-accuracy business reports, staffing dashboards, and resource plans for senior managers using Excel and SQL. Conducted operational audits and reconciliation reports to proactively identify service gaps, billing inconsistencies, and underutilised resources, improving issue resolution times by 25%. Maintained 100% accuracy in client order records and CRM systems, enhancing data hygiene, process compliance, and audit readiness. Streamlined handoff processes between sales, engineering, and order management, accelerating client delivery timelines. Analysed tenant ledger histories to identify payment discrepancies and ensure accurate deposit allocation, strengthening financial control frameworks.