OPERATIONS• ANALYTICS• AUTOMATION
Kinahr Ghazal
Operations Analyst
Professional Summary
- Workforce management professional with expertise in forecasting, scheduling, and capacity planning
- Skilled at turning workforce data into staffing decisions that strengthen adherence and service levels
- Known for taking ownership of operational improvements and driving adoption of new processes across teams
- Skilled at integrating AI and automation into daily operations and reporting
Work Experience
Operations Analyst
Holman
- Sole analyst supporting a 50+ person engagement center, responsible for forecasting, scheduling, capacity planning, overflow vendor support, and system administration
- Completed the migration from Alvaria Aspect to Calabrio over a two-week period, mastering the new platform and
rebuilding critical workforce processes - Built and presented monthly capacity plans to leadership, eliminating overtime needs while maintaining service
quality and balanced staffing - Used historical and real-time data to maintain forecast accuracy within 3% and improve schedule adherence to 92%
- Proposed and implemented a new Saturday rotation within the shift bid, increasing weekend staffing coverage by
20% and improving service level consistency - Led workforce management strategies and optimization efforts, partnering with leadership and frontline teams to
improve service levels and employee engagement - Oversee AI-driven automation performance, identifying recurring issues and operational gaps and surfacing trends to leadership
- Analyze AI-handled calls to identify repeat contacts, hang-ups, and unresolved customer needs, reporting
performance trends to leadership
Central Flow Lead
Amazon
- Developed and executed quarterly plans to manage 700+ fulfillment center employees
- Led cross-functional teams across five U.S. and Canadian fulfillment centers, supporting daily throughput up to 500,000 units with less than 500 missed units per day
- Provided flow guidance to fulfillment center managers, resulting in a 10% reduction in missed client deliverables over a 6-month period