CHARLENE LAGROMA
Valenzuela City
Summary
Dedicated Reporting Analyst offering two years of effectively creating, evaluating and improving reporting processes. Driven to support continuous improvement and efficiency. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
7
7
years of professional experience
Work History
Reporting Analyst
ALORICA TELESERVICES, INC.
09.2022 - Current
- Developed and maintained data warehouses and data marts to support business operations.
- Developed custom reports to address specific business needs and support decision-making processes.
- Trained team members on the use of reporting tools, increasing overall productivity within the department.
- Automated repetitive tasks, freeing up time for more strategic initiatives and reducing manual errors in reporting.
- Established best practices for data management and reporting within the organization.
- Reduced turnaround time for ad-hoc report requests, enhancing internal client satisfaction levels.
- Contributed to a positive work environment by actively participating in team meetings and offering valuable input during brainstorming sessions.
- Produced quality reports formatted in compliance with data quality standards.
- Maintained ongoing schedule and documentation for all reporting procedures.
- Applied advanced Excel functions and filters to support infrastructure.
Real Time Analyst
ALORICA TELESERVICES, INC.
09.2020 - 09.2022
- Able to communicate effectively to both agents and managers.
- Adequate oral and written communication skills.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Collaborated with management to develop targeted action plans for addressing performance gaps.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Gathered, documented, and modeled data to assess business trends.
Product Trainer
ALORICA TELESERVICES, INC.
09.2018 - 09.2020
- Enhanced overall customer experience with in-depth product demonstrations and hands-on sessions, resulting in increased satisfaction scores.
- Collaborated with product development teams to ensure accurate representation of features during training sessions, leading to better understanding among users.
- Delivered tailored training sessions for various roles within the organization to maximize relevance and effectiveness.
- Conducted regular assessments of individual progress, providing constructive feedback and personalized coaching to foster continuous improvement.
- Trained internal subject matter experts who then provided localized support in their respective regions or departments, expanding knowledge dissemination throughout the organization.
- Established a train-the-trainer program that empowered department managers to effectively support their teams'' professional development needs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Monitored participant workflow and behaviors throughout training process.
- Delivered instructional presentations on equipment use, focusing on efficiency and safety.
- Developed individualized training plans to achieve staff readiness.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Provided coaching and mentoring to employees.
Customer Service Representative
ALORICA TELESERVICES, INC.
08.2017 - 09.2018
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
Education
Bachelor of Science - Information Technology
AMA Computer College
Dagupan City, PhilippinesSkills
- Attention to detail and high level of accuracy
- Ability to multi-task, focus and complete reports for extended periods of time
- Ability to take initiative
- Reporting efficiency and accuracy
- Adaptive Learning
- Accuracy and efficiency
- Report automation
- Documentation
- Microsoft Excel
- Data Collection
Email Address
lagromacha@gmail.com
Personal Information
- Age: 26 years old
- Nationality: Filipino
Timeline
Reporting Analyst
ALORICA TELESERVICES, INC.
09.2022 - Current
Real Time Analyst
ALORICA TELESERVICES, INC.
09.2020 - 09.2022
Product Trainer
ALORICA TELESERVICES, INC.
09.2018 - 09.2020
Customer Service Representative
ALORICA TELESERVICES, INC.
08.2017 - 09.2018
Bachelor of Science - Information Technology
AMA Computer College
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