Driving customer success for Remitly by bringing out trends in its contact center vertical by creating dashboards that helped Remitly Contact center team managers to measure their agent’s performance in terms of various KPIs and metrics like AHT, and Decision Accuracy, First Case Resolution, etc. Dashboard helped to measure the performance against the target set by the management as well as compare performance amongst the team, amongst program, center, etc. Team managers could also drill down into a detailed dashboard that helped them come to the exact cause of a particular agent’s low performance and thereby identify coaching/rewards opportunities.
Created a weighted scorecard that helped rank individual agents, teams, etc. against the defined target

I worked on maintaing netreachasia's Music Information System at various music societies using oracle 10g/11g