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Sumeet Desilva
@bmyguest
Power BI Dashboards for Support and Contact Center Teams
El Salvador
English
About me
23 years in contact-center and support operations — WFM reporting,
Power BI dashboards, and QA scorecards for teams of 10 to 50 agents.
I build the reporting layer that turns ticket volume into decisions:
SLA attainment, first-response and resolution time, CSAT, reopen rate,
team and agent performance — on a proper data model, not a spreadsheet
that breaks every month.
Live interactive demo dashboard available on request.
Advanced Excel certified · Six Sigma Yellow Belt · English C2
Skills
Sumeet Desilva
Offline •
See my services
Speed Optimization
I will send a website fix list for speed and conversion in 48 hours
Data Dashboards
I will build a power bi dashboard for your support and call center kpis
Portfolio
Work experience
WFM Reporting & Power BI Analyst
BlackHawk Industrial • Full-time
Nov 2022 - Jul 2026 • 3 yrs 8 mos
Built WFM reports and interactive Power BI dashboards for 5 global support centers. Designed metrics for SLA, AHT, occupancy, quality monitoring — 500+ agents across NICE/Sharpen platforms.
Operations Manager
fusionwaves • Full-time
Aug 2014 - Jan 2019 • 4 yrs 5 mos
Managed AT&T customer support team. Hiring, training, performance management, compliance. Designed QA and coaching programs.
Training Manager
Centric • Full-time
Jan 2006 - Jul 2014 • 8 yrs 6 mos
Led training for new hires and ongoing upskilling. Six Sigma Yellow Belt certified.
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