Santa Maria, Central Luzon, Philippines
Graduated with a Bachelor of Science in Computer Science, with experience in data analysis, reporting, and CRM data management. Currently working as a Data Analyst at 2X, supporting customer data management, target account research, and the creation of reports and dashboards that help drive business decisions. Skilled in tools such as Google Sheets, Microsoft Excel, Looker Studio, Salesforce, HubSpot, and Google Analytics. Collaborates with cross-functional teams to transform data into actionable insights that improve campaign performance and operational efficiency. Holds certifications in Google Analytics, SQL, Data Analysis, Power BI fundamentals, and Lean Six Sigma. Continuously expanding knowledge in SQL, Power BI, and DAX through training and certification programs while applying analytical and problem-solving skills in day-to-day work.
Managed and maintained Weekly Business Review (WBR) and Quarterly Business Review (QBR) reporting files and dashboards to ensure timely and accurate business performance tracking. Handled ad-hoc reporting requests, including data extraction, transformation, and visualization using Google Sheets and Looker Studio. Supported reporting workflows through Salesforce, with basic Tableau navigation and ETL processes for data preparation and reporting needs. Collaborated with clients and cross-functional stakeholders to gather requirements and deliver accurate, actionable business insights for decision-making. Acted as Point of Contact (POC) for the APAC shift, overseeing team concerns, escalating issues when needed, and coordinating with leads to ensure smooth operations and timely resolution of blockers.
Supported Workforce Management (WFM) operations as an RTA for an e-commerce client by monitoring real-time and historical performance metrics to ensure SLA achievement. Demonstrated strong decision-making in real-time staffing adjustments to meet hourly SLA targets by consolidating live operational data and delivering actionable insights to team leads. Generated and maintained operational reports such as staffing per interval/hour, SLA adherence, AHT trends, and agent compliance tracking. Monitored inbound and outbound queue performance and provided timely insights to help meet KPIs and prevent service level risks. Developed and improved staffing strategies and reporting templates to enhance forecasting accuracy and operational efficiency. Collaborated with operations teams to identify performance gaps and recommend scheduling and capacity adjustments. Utilized Power BI for report navigation and foundational ETL processes (data extraction, transformation, and loading) to support reporting and dashboard data preparation.
Analyzed platform content to identify trends, patterns, and actionable insights for reporting and operations. Generated reports and insights to support client and operations decision-making. Performed content moderation by reviewing and removing policy-violating or harmful content based on client guidelines. Participated in ETL-based data gathering to track emerging harmful content trends. Cascaded updates on trending harmful content across markets by coordinating with regional teams and conducting alignment meetings. Supported initiatives to improve Average Handling Time (AHT) and overall process efficiency.