Lloyd Michael Rufino

Work History

Business Intelligence Manager

Alexander Mann Solutions

Makati

07.2021 - Current

As a Business Intelligence Manager at AMS, a leading Recruitment Process Outsourcing (RPO) firm, I play a pivotal role in supporting and analyzing recruitment-related activities and metrics for our client, a large banking institution.
My primary responsibility is to ensure that all activities align with the client-specific Service Level Agreements (SLAs). I spearhead the development of all reports, focusing not just on data reporting, but also on forecasting and projecting essential data. This approach ensures that we support operations with data-driven decisions and projections, thereby enhancing efficiency and effectiveness.
In addition to VBA and Power Query (PQ) for automation, and Power BI and Power Pivot for data analysis and visualization, I also utilize Oracle Business Intelligence tools. These tools enable me to automate routine tasks, analyze large volumes of data, and present insights in a visually compelling and easily understandable format.
In my role, I am not just a manager, but a strategic partner, helping to drive the organization’s success through insightful, data-driven decision making. I am committed to ensuring that our recruitment processes are efficient, effective, and aligned with our client’s needs and expectations. My goal is to provide the best possible service to our clients, and to contribute to the success of AMS and the clients we serve.

Business Unit System Administrator

VXI Global Solutions LLC

Quezon City

07.2014 - 06.2019

System Management and Maintenance
Administer and troubleshoot servers, databases, and applications used by the Comcast business unit (e.g., customer relationship management (CRM) tools, telephony systems, or ticketing platforms).
Monitor system performance, ensuring uptime and reliability for agents handling Comcast customer inquiries in the Central and Northeast regions.
Perform regular updates, patches, and backups to minimize downtime and secure data.
User Support and Access Control
Manage user accounts, permissions, and access for VXI employees (e.g., call center agents, supervisors) working on Comcast systems.
Provide tier-2 or tier-3 technical support to resolve system-related issues that front-line staff encounter, escalating complex problems to senior IT teams if needed.
Client-Specific Configuration
Customize and configure systems to meet Comcast’s operational requirements, such as integrating billing platforms (e.g., Comcast’s Xfinity systems), troubleshooting tools, or reporting dashboards.
Ensure compliance with Comcast’s service level agreements (SLAs), such as response times or system availability metrics.
Data and Reporting
Generate and analyze system performance reports to identify bottlenecks or areas for improvement, sharing insights with VXI managers and Comcast stakeholders.
Maintain data integrity for customer records, ensuring compliance with privacy standards (e.g., HIPAA or Comcast’s internal policies).
Collaboration and Coordination
Work closely with VXI’s operations team in Canton or Los Angeles and Comcast’s Northeast Division IT contacts to align system capabilities with business needs.
Coordinate with network administrators, software developers, or third-party vendors to resolve infrastructure issues or deploy new tools.
Process Optimization
Identify opportunities to automate repetitive tasks (e.g., call routing, ticket assignment) using scripting or system tools.
Support the rollout of new Comcast initiatives, such as upgraded customer portals or seasonal promotions, by preparing systems accordingly.

Technical Support Tierr 1.5

Teleperformance

Quezon City

08.2013 - 06.2014

· Provided intermediate-level technical support for AT&T U-verse customers, troubleshooting internet, TV, and phone service issues.
· Diagnosed and resolved complex connectivity problems (e.g., modem resets, signal interference) using diagnostic tools and CRM systems.
· Achieved a 90% first-call resolution rate and consistently met KPIs for average handle time and customer satisfaction.
· Educated customers on self-service options and U-verse features, improving user experience and reducing repeat calls.

Printer Purser

Royal Caribbean International

Miami, Florida

05.2007 - 08.2012

Managed onboard printing operations, producing SeaPass cards, crew IDs, operational documents, and guest materials using HP printing systems.
Provided administrative support to the purser team, handling guest inquiries, document processing, and record-keeping.
Performed routine maintenance and troubleshooting of printing equipment, minimizing downtime and ensuring service continuity.
Collaborated with Guest Services and IT teams to ensure accurate data integration for printed materials, enhancing operational efficiency.

Summary

Overview

Work History

Business Intelligence Manager

Business Unit System Administrator

Technical Support Tierr 1.5

Printer Purser

Education

Bachelor of Science - Computer Science

Skills

Accomplishments

Seminar/ Training

Timeline

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