• Tracked and analyzed team performance data — productivity, SLA adherence, attendance, and quality metrics — for a team of 12+ agents using Excel, publishing daily performance reports and weekly quality dashboards for management review. • Built and maintained structured Excel reports incorporating Pivot Tables and Conditional Formatting to organize, interpret, and present operational data with consistency and accuracy. • Conducted root cause analysis on performance gaps and attendance trends across reporting cycles, identifying high-risk patterns and presenting findings to management to support process improvement decisions. • Collaborated with stakeholders in regular review meetings to present metric summaries, discuss SLA adherence trends, and recommend data-backed corrective actions. • Maintained data integrity across all daily and weekly reports by applying validation checks and standardized data entry formats, ensuring accuracy in performance evaluation and workforce planning.