Joel

I am an operations and analytics professional with more than 15 years of experience supporting customer service, workforce management, vendor operations, and business process improvement. Most recently, I spent over eight years with Disney Streaming, where I supported customer service operations for Disney+ and Hulu, partnering with global BPO vendors and cross-functional teams to improve performance, reporting, and service delivery. Two accomplishments I am particularly proud of are developing operational dashboards and reporting solutions that provided leadership with actionable insights into vendor performance, staffing trends, and customer experience metrics, and redesigning the monthly vendor invoice review process, reducing processing time by approximately 50% while improving efficiency and accuracy. Earlier in my career at Audible/Amazon, I supported workforce planning and forecasting across multiple international sites, developing forecasting models that consistently achieved high levels of accuracy and helped ensure appropriate staffing levels to meet customer demand. For my next role, I am seeking a remote position focused on operations, service delivery, customer experience, vendor management, workforce planning, business analytics, or process improvement. I enjoy solving operational challenges, analyzing data, improving workflows, and partnering with stakeholders to drive measurable business results. I am particularly interested in roles that combine operational strategy, reporting, and cross-functional collaboration in a customer-focused environment.