Linux
Al Vintola
Data Analyst
Dumaguete
Summary
Motivated and results-driven Data Analyst with proven track record in data analytics and process mapping. Identifies business needs and develops valuable solutions to improve accuracy and process optimization. Drives business success with recommendations based on data findings.
Overview
16
16
years of professional experience
7
7
years of post-secondary education
Work History
Data Analyst
Your Team Cloud / My Custom Software
Dumaguete
01.2022 - Current
- Created various Google Studio reports and documents to assist pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources increasing expected productive hours closer to 100%
Tech Coach
Asurion
Iloilo
07.2021 - 11.2021
- Performed technical support with efficient processing of claims and replacements by managing over 15 calls per day resulting in increased customer satisfaction survey
Quality and Training Coordinator
Conectys
Iloilo
02.2021 - 06.2021
- Established QA coaching strategies and success of training programs improving throughput above 90% and QA score exceeding client standard of 80%
Business Analyst
Nearsol
Iloilo
01.2020 - 01.2021
- Produced reports on demand as well as coordinated with automation team in database mapping to pull relevant information required by stakeholders for business decisions cutting report time turnaround of days or hours into minutes.
Work Force Real Time Analyst
Nearsol
Iloilo
06.2019 - 01.2020
- Performed monitoring of operation adherence to schedule and report data ensuring account metric service level is over 80%
CSR
Nearsol
Iloilo
12.2018 - 06.2019
- Performed primary customer support in telecom industry specifically on billing resulting in increased collection 10% higher than set goal
Product Specific Trainer
HGS
Iloilo
04.2015 - 03.2017
- Managed over 15 trainees per wave in transfer of account specific knowledge and addressed behavior gaps before operation hand off to ensure client quality standards are met 100% and provide support in training needs analysis resulting in increased throughput over 85%
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Team Leader
Transcom
Iloilo
10.2014 - 12.2014
- Managed team members by providing feedback from all channels of support i.e. chat, phone and email ensuring productivity and service level standards are met and increased customer satisfaction over 90%
TSR
Transcom
Iloilo
04.2014 - 09.2014
- Managed over 20 calls per day providing tech support across chat, phone, email channels for all client products
Inside Product Specialist
Dell
Quezon
05.2010 - 11.2013
- Managed account relations for Dell's SMB client requirements across all product offering resulting in 100% monthly sales goal met
SMB Resolution Expert
Dell
Quezon
08.2009 - 05.2010
- Performed handling of 12 escalations per day through email and phone till 100% resolution
Senior QA and Line Trainer
HGS
Pasig
04.2006 - 07.2009
- Managed QAs and Trainers and assisted in hiring, training and operation success of new hires ensuring throughput requirement is met 100%
Quality Analyst
HGS
Pasig
09.2005 - 03.2008
- Performed evaluation of customer contact point transactions by agents and provided coaching and sent out reports to operations meeting client quality standard over 85%
Education
Bachelor of Arts - General Literature
Mindanao State University
Iligan 06.2001 - 03.2003
Bachelor of Arts - BS Psychology
University of San Agustin
Iloilo 10.1998 - 03.2000
High School Diploma -
Silliman University
Dumaguete 06.1989 - 03.1993
Skills
MS Excel - Power Query
undefinedInterests
Power Shell
The Universe
The Meaning of Life
Timeline
Data Analyst
Your Team Cloud / My Custom Software
01.2022 - Current
Tech Coach
Asurion
07.2021 - 11.2021
Quality and Training Coordinator
Conectys
02.2021 - 06.2021
Business Analyst
Nearsol
01.2020 - 01.2021
Work Force Real Time Analyst
Nearsol
06.2019 - 01.2020
CSR
Nearsol
12.2018 - 06.2019
Product Specific Trainer
HGS
04.2015 - 03.2017
Team Leader
Transcom
10.2014 - 12.2014
TSR
Transcom
04.2014 - 09.2014
Inside Product Specialist
Dell
05.2010 - 11.2013
SMB Resolution Expert
Dell
08.2009 - 05.2010
Senior QA and Line Trainer
HGS
04.2006 - 07.2009
Quality Analyst
HGS
09.2005 - 03.2008
Bachelor of Arts - General Literature
Mindanao State University
06.2001 - 03.2003
Bachelor of Arts - BS Psychology
University of San Agustin
10.1998 - 03.2000
High School Diploma -
Silliman University
06.1989 - 03.1993
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