Call Center Operations Leader with a Passion for Automation
I lead teams, improve operational performance, and build tools that turn manual work into cleaner systems. My work sits at the intersection of call center leadership, reporting, automation, dashboards, and practical software development.
Command Center
Leadership
Team Coaching
Automation
Manual Workflows
Reporting
Dashboards & Visibility
Development
Tools That Solve Problems
Core Message
He can lead people and build software.
Featured Work
A Python reporting tool designed to track Downtime AUX usage across call center teams and turn manual Nextiva reports into cleaner weekly summaries.
A team gamification web app where agents claim caller states, compete on leaderboards, and turn daily call volume into a team engagement game.
A completed Discord bot built for Diablo 4 players to track World Bosses, Helltides, and Gathering Legion events with real-time Discord alerts.
Case Studies
Problem
Downtime AUX usage reporting was manual, slow, and difficult to review across teams.
Solution
Built a Python-based reporting process to parse Nextiva reports and summarize AUX 23 usage by agent and Team Lead.
Impact
Created a cleaner repeatable workflow for coaching, visibility, accountability, and leadership review.
Problem
The team needed simple culture-building ideas that could work during the day without disrupting call handling.
Solution
Built the 50 States Challenge, where agents mark states based on inbound caller locations and compete through live leaderboards.
Impact
Turned normal call flow into a friendly team competition while encouraging participation and energy in chat.
Problem
Performance improvement can become unclear when expectations, trends, and coaching points are not easy to see.
Solution
Used KPI review, reporting, and structured coaching to focus on AHT, transfer rates, adherence, and agent development.
Impact
Helped connect day-to-day coaching with measurable performance improvement and clearer expectations.
Problem
Diablo 4 players need quick access to event timing for World Bosses, Helltides, and Legion events without constantly checking multiple websites.
Solution
Built a Discord bot that tracks major Diablo 4 events and sends real-time embedded alerts directly into Discord channels.
Impact
Created a completed community-focused tool that made event tracking easier, faster, and more convenient for players.
Leadership
My leadership style is practical, direct, and data-informed. I like success to be measurable, but I also believe the human side of leadership matters just as much. I focus on clear expectations, coaching, accountability, and building tools that make the work easier to understand.
I look for repeated problems, manual workflows, and unclear processes, then work toward cleaner systems that make coaching and reporting easier.
KPI coaching
AHT and transfer rate improvement
Schedule adherence
Team communication
Agent development
Process improvement
Reporting visibility
Culture and engagement
Tools I Built
Tools and workflows that reduce manual reporting and make performance trends easier to review.
Data-focused views for tracking performance, coaching opportunities, and team progress.
Internal tools that make work more interactive, competitive, and easier to participate in.
Templates, coaching formats, and documentation that make expectations easier to follow.
Outside Work
Outside of work, I enjoy mead making and turning hobbies into practical tools. That same mindset shows up in my projects: learn the process, find the repeated problems, build something useful, then keep improving it.
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