MS Power BI
Mark Vergel Ramirez
Data Analytics And Insights Analyst
Taal
Summary
Experienced data professional with a strong background in the BPO industry, specializing in workforce management analytics, real-time scheduling, and customer service. Proficient in call center workforce tools, Microsoft reporting tools, and database systems like Synapse, Oracle, and Teradata. Skilled in SQL, Python, Power BI, and cloud platforms, with expertise in ETL development, data pipeline optimization, and process automation. Additionally experienced in web development and reporting tools such as Tableau and Data360. Adaptable and results-driven, with a proven ability to drive business insights through data-driven solutions and collaborate effectively in dynamic environments.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Data Engineer – CVM Mission (Data Insights & Analytics Analyst)
Telstra
Makati
01.2021 - Current
- Handles and receives request to discover, collect and transport data from one resource to another
- Ingestion, building and curation of data from raw
- Tables and views are created for access and use by other analysts for reporting and dashboards
- Dashboard and reports creation and analysis
- Creates automation process by using Python (Spider or Jupyter notebook) and Azure Data Factory for data ingestion
- Assist other analysts with SQL script query, quick ingestion, and creation of stored procedures for automatic curation of data
- Scheduling processes and correction of process as required and need due to automation fail, reducing failed ingestion occurrence to 10 per day with 99% accuracy
- Managing stakeholder's data needs and requirements
- Engaging SME, POC, Leads or Owners for data required for reports requested by analyst and/or by stakeholders
- Using PowerBi workspace to create dataflow and data models for analyst uses and creating dashboards and reports and visualizations using PowerBI application
Business Analyst – C&SB and TE
Telstra
Makati
01.2017 - 01.2021
- Handles Business Reports and Monitoring
- Creates sales reports, incentive reports and dashboards reports
- Collects data and generate reports via various source such as Teradata using Sql query and T-inform
- Creating dataset from extracted data saved in repositories available such as Sharepoint, local folder and others
- Created reports for various stakeholders and reporting solutions that helps other reports
- Currently creating database for Moves from scratch in One Analytics
- Makes sure reports are accurate and with no mistakes, reducing error stakeholders escalation to 1 per report only for styling issue.
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
- Increased resource efficiency by analyzing detailed business requirements.
- Collaborated with stakeholders to identify business needs and data sources.
- Created dashboards to monitor and track key performance indicators.
- Generated ad-hoc reports to evaluate specific business requirements.
Workforce Management Real Time Analyst
Telstra International Philippines Inc
Makati
01.2015 - 01.2017
- Handles monitoring and reporting staffing and real time activities of agents, creating template that will help to easily do tasks
- Making sure agents are available to receive calls, assisting agents to adhere to schedule, and making sure agent are staffed accordingly
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Reducing low staffed interval by 5% as needed. Maintaining balance schedule through out the day.
Workforce Management Scheduling and Planning
Teleperformance
Mandaluyong
01.2014 - 01.2015
- Handles monitoring real time activities of agents, scheduling and planning base schedules and forecasting calls and staff needed in daily, weekly, monthly, and yearly
- Creating templates that will help monitor and assist reporting
- Creating and sending agents and center base reports, both KPI and matrix
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Spearheaded the development of new workforce policies, resulting in increased employee engagement and retention rates.
- Streamlined scheduling processes for improved employee satisfaction and reduced turnover. Which reduced low staffed in several intervals by 2% per 15 minutes.
Workforce Management Scheduling and Planning – Telstra & Jetstar
Teleperformance
Pasay
01.2012 - 01.2014
- Handles planning and forecasting for Telstra and Jetstar client, scheduling base on adherence to required line, making sure that all agents are staffed according to the requirements base on forecast and trends
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Conducted regular audits of workforce systems, ensuring accurate data entry and compliance with company procedures.
- Streamlined scheduling processes for improved employee satisfaction and reduced turnover.
- Making sure that all interval are accurately staffed by 99% at least 85% occupancy is met.
Workforce Management Mission Control Analyst – Telstra
Teleperformance
Pasay
01.2010 - 01.2012
- Handles reporting and monitoring real time activities of Telstra Customer production, making sure agents are all available to take calls, making sure agents are adhering to schedules, creating templates and tools that will assist agents and analyst alike
- Managed real-time inbound call traffic across multiple contact center locations.
- Prepared and maintained reports, dashboards and monthly packages.
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business.
- Conducted regular audits of workforce systems, ensuring accurate data entry and compliance with company procedures.
- Streamlined scheduling processes for improved employee satisfaction and reduced turnover.
- Making sure that all interval are accurately staffed by 99% at least 85% occupancy is met.
Customer Service Representative – AT&T
Teleperformance
Ortigas Avenue
01.2009 - 01.2010
- Handles customer inquiry, disputes and billing concerns, process adjustment and account termination, back-end reporting for compliance and coaching of representatives to increase performance and KPI
Education
Bachelor of Science - Information Technology
Batangas State University
Batangas, Province Of Batangas, Philippines 06.1998 - 03.2002
Skills
- ETL development
- Power Bi
- Data visualization
- Data analytics
- Data Engineering
- SQL expertise
- Python
- Machine learning
- Microsoft Excel
- Power Automate
- SQL programming
- Python programming
- ETL processes
- Infrastructure planning
- Microsoft SQL server
- Database management
Certification
Foundation Data Analytics - University of Technology Sydney
Contributions
- Queue View, Web-based tool that displays CCPulse Live data via VBScript then parsed by Apache PHP and displayed to all wide screen TV via local intranet network.
- Sales Tracker, Web-based tool used by multiple agents in Telstra projects while working in Teleperformance.
- Vacation Leave Calendar, Web-based tool set to be used by agents and scheduling analysts to display the number of available Leave Slots per day.
- Intraday Reporting, Web-based tool for operational purposes displaying reports such as Staffing, AHT, and GOS.
- Created AWBT Dataset, Created AWBT Dataset that is not currently available, needed by teams monitoring scheduled call backs by agents.
- Creating/Modeling Database Tables, Moves database table created based on current data for new reporting dashboard.
- Scheduling and Monitoring Data Ingestions, Creating ETL procedures using Python Crontab, SFTP Server, and Synapse Database.
Family
Married with 3 children
Key Qualifications
- Strong background in the BPO industry, with focus in workforce management analytics and planning.
- Experience in real-time management and scheduling.
- Customer service experience and back office tasks.
- Hotel front desk and receptionist experience.
- Managerial post in the recreational diving industry.
- Well experienced in using call center workforce tools such as IEX Total View, CME Configuration Manager, CCPulse, CMS Avaya Supervisor, and Microsoft Office applications (Word, Excel, PowerPoint).
- Strong experience using Microsoft reporting tools like Power Query, PowerPivot, and Power BI.
- Experience in creating templates using VBA, WAMP, PHP, HTML, JQUERY, CSS, SQL, and MySQL Database.
- Data Azure Factory and Python (Spider and Jupyter Notebook).
- Reporting analytic tools: Lavastorm, Tableau, Data360, and others.
- Database systems: Synapse, Oracle, and Teradata.
Accomplishments
- Collaborated with team of 3 in the development of Recoded ETL processes for seamless execution.
- Achieved 0 failed ingestion through effectively helping with Data monitoring and applying fixes on ETL procedures as per issue occurs.
Additional Information
Gallup Strengths: 1. Relator 2. Restorative 3. Learner 4. Achiever 5. Self-Assurance
Certifications:
Foundation Data Analytics, Advance Data Analytics, Data Engineering Foundations - University of Technology Sydney
Security Fundamentals – University of New South Wales Sydney
Software
SQL Language
MS Excel
Python
Power Automate
Azure Data Factory
Lavastorm
Data360
Tableau
Teradata EDW
Sharepoint API
Power Query
DAX
MS Formula M
Timeline
Data Engineer – CVM Mission (Data Insights & Analytics Analyst)
Telstra
01.2021 - Current
Business Analyst – C&SB and TE
Telstra
01.2017 - 01.2021
Workforce Management Real Time Analyst
Telstra International Philippines Inc
01.2015 - 01.2017
Workforce Management Scheduling and Planning
Teleperformance
01.2014 - 01.2015
Workforce Management Scheduling and Planning – Telstra & Jetstar
Teleperformance
01.2012 - 01.2014
Workforce Management Mission Control Analyst – Telstra
Teleperformance
01.2010 - 01.2012
Customer Service Representative – AT&T
Teleperformance
01.2009 - 01.2010
Bachelor of Science - Information Technology
Batangas State University
06.1998 - 03.2002
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