Golden1

6/22/2026

As an intern in Golden1’s Member Service Contact Center (MSCC) and Workforce Management (WFM) department, I manage data-driven workflows to optimize operational efficiency across the organization. Leveraging NICE CXone and enterprise platforms, I aggregate and monitor critical performance metrics for over 300 California-based agents, while assisting in the development of granular, 15-minute interval call volume forecasts. To drive data-informed decision-making, I handle the extraction, transformation, and loading (ETL) of gigabytes of raw performance data using Excel and Power Query, while automating data cleaning processes for long-running volume projections. Furthermore, I design and maintain interactive Power BI and Excel dashboards that transform complex datasets into accessible visual formats, partnering cross-functionally with MSCC supervisors and leadership to interpret key workforce trends and deliver actionable operational insights.

#CreditUnion, #Finance, #WFM