Dedicated data analyst with expertise in financial and technological data environments, skilled in data collection, validation, and visualization.
Applied statistical techniques and tools such as Excel and SQL for analyzing large datasets to derive insights.
Created dashboards and reports using tools like Tableau and Power BI to communicate findings effectively.
Managed and queried databases to support data analysis and reporting activities.
Worked with teams across departments to gather requirements and streamline data processes.
Allied Global BPO
Collaborated with international teams to obtain the necessary approvals and validations for all invoices., Generated and processed client invoices and statements of account to ensure timely and accurate billing., Reconciled client accounts to track outstanding balances and resolve any billing discrepancies.
Allied Global BPO
Managed IT projects from planning to execution, ensuring timely delivery and strategic alignment., Conducted data analysis to drive continuous improvement and workflow efficiency., Standardized operational processes and created comprehensive documentation., Collaborated with cross-functional remote teams using Agile, Kanban, Scrum, and Waterfall methodologies., Utilized Microsoft Excel (advanced), Visio, and MS Project for reporting and planning., Designed and implemented employee training and engagement initiatives.
Allied Global BPO
Documented client requirements for accurate implementation., Administered DevOps boards, tracked progress, and facilitated sprints., Acted as Product Owner, ensuring deliverables aligned with stakeholder needs., Communicated progress through reports and stakeholder meetings., Used Azure DevOps and Excel for backlog management and reporting.
Bachelor’s in Technology and Business Administration
Technical Degree in IT and Administration
Diploma in Office Automation
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Allied Global BPO
Managed customer inquiries by answering calls and providing professional and efficient assistance., Resolved customer issues by identifying problems and escalating complex cases to the appropriate team., Achieved key performance indicators (KPIs) for metrics such as First Call Resolution and Average Handle Time., Utilized CRM software and internal tools to document interactions and track customer information.
24-7 Intouch
Analyzed KPIs and developed dashboards for executive insights., Collaborated with operations to enhance schedule adherence., Utilized advanced Excel functions for data analysis.
Allied Global BPO
Developed and generated recruitment reports to track and measure key metrics, including new hires per client account., Monitored the candidate pipeline, analyzing agent progress through each stage of the recruitment process to identify and address bottlenecks., Analyzed recruitment performance indicators, such as total hires and average time-to-hire, to improve efficiency and meet staffing goals., Utilized an Applicant Tracking System (ATS) to manage candidate data, track communication, and ensure an organized recruitment workflow.
Allied Global BPO
Developed call volume forecasts and capacity plans., Created staffing schedules to maintain service level targets., Analyzed KPIs and developed dashboards for executive insights., Collaborated with operations to enhance schedule adherence., Utilized advanced Excel functions for data analysis and forecasting.
Allied Global BPO
Led and supervised the planning & forecasting and RTA teams, ensuring the quality and accuracy of deliverables., Managed team workload, assigning responsibilities and prioritizing tasks to meet deadlines and KPIs., Trained and supported the team in the use of advanced Excel functions for data analysis, real time functions and forecasting processes.
