Profile
Data and reporting lead with experience building KPI frameworks,
reporting controls, executive insights, and assurance processes across
high scrutiny service environments. I help teams turn complex
operational data into reliable performance measures, clear reporting
packs, and decision-ready insights for senior leaders.
I specialise in reporting governance, performance measurement, data
quality, stakeholder reporting, and continuous improvement. My work
spans large-scale service environments, Salesforce/PACE transition
reporting, contact centre analytics, productivity measurement,
Confluence documentation, and reporting assurance.
Experience
Performance reporting and analytics role focused on KPI governance, reporting assurance, productivity measurement, executive-ready insights, and reporting maturity uplift for a large service environment.
- Built KPI frameworks, metric definitions, QA checks, reporting controls, and Confluence documentation.
- Directed a Voice of the Client contact journey review for a 2,500+ person service division, coordinating 10 analysts and 2,200 sampled contact reviews.
- Designed productivity impact measurement logic across approximately 2,200 staff during a Salesforce/PACE transition.
- Improved reporting reliability through reconciliations, exception handling, output review, and methodology documentation.
- Automated manual reporting workflows, saving 30+ hours per week through repeatable collection and processing improvements.
Workforce reporting role supporting CBA campaign contact centre operations through SLA, telephony, staffing, forecasting, payroll, billing, and performance reporting.
- Produced workforce, SLA, occupancy, shrinkage, staffing, and forecasting reporting.
- Built dashboards and reporting packs to strengthen visibility of service level and delivery risk.
- Performed payroll and billing validation through reconciliations and exception review.
Earlier roles developed practical leadership, financial reporting, client coordination, workflow design, and operational governance experience.
- Led small-team operational delivery and client-facing process improvement.
- Built reporting and governance habits across financial, operational, and service contexts.
- Applied business ownership experience selectively to stakeholder management and decision support.
Selected Project Evidence