Summary

Overview

Work History

Education

Skills

Timeline

Michelle Ramos

Operations & Workforce Data Analyst

Quezon City,NCR

Summary

Results-driven data professional with keen eye for detail and passion for uncovering actionable insights from data. Proven track record of utilizing data analysis and visualization tools to drive business decisions and optimize processes. Team-oriented with strong focus on collaboration and adaptability, consistently delivering reliable results in dynamic environments.

Overview

years of professional experience

Work History

Training Specialist / Data Analyst

Oracle NetSuite Philippines Corporation

12.2019 - 10.2025

Developed and maintained operational dashboards to monitor training performance and productivity metrics, improving reporting efficiency by approximately 30%.
Analyzed performance trends to identify improvement opportunities, supporting data-driven operational strategies.
Ensured 99%+ data accuracy through structured validation and quality control processes.
Prepared executive-level reports and performance summaries for leadership decision-making.
Streamlined reporting workflows, reducing manual reporting time and improving cross-team visibility.
Collaborated with cross-functional teams to align performance metrics with business objectives.
Increased data accuracy by implementing thorough data validation and cleansing processes.

Senior Travel Specialist

Continuum Global Solutions (Hotwire Account)

10.2018 - 11.2019

Coordinated vendor communication and reporting processes to enhance operational efficiency.
Improved booking accuracy and reduced processing delays through structured tracking systems.
Enhanced customer satisfaction by providing personalized travel recommendations and tailored itineraries.
Assisted clients with last-minute changes or emergencies, providing prompt solutions under pressure.
Provided exceptional service through prompt communication and timely resolution of client issues.
Managed over 30 customer calls per day.

Mortgage Associate

JP Morgan Chase & Co.

11.2015 - 05.2016

Processed mortgage documentation with strict compliance to regulatory standards.
Coordinated communication between clients, lenders, and internal teams to ensure timely approvals.
Maintained high data accuracy and reduced documentation errors through systematic tracking and validation.
Managed over 40 customer calls per day.

Customer Service Representative / Workforce Management Analyst

Convergys Philippines

08.2010 - 11.2015

Monitored real-time performance metrics to ensure SLA adherence and operational efficiency.
Developed Excel dashboards to track KPIs, improving visibility of team performance metrics.
Managed workforce scheduling (breaks, leaves, shift adjustments) to optimize coverage and service levels.
Generated ad hoc reports to support management decisions and performance reviews.
Collaborated with cross-functional teams to streamline workflows and reduce operational gaps.
Mentored team members on performance standards and escalation handling.
Managed over 50 customer calls per day.
Managed over 10 escalation calls per day.

Education

Bachelor of Science - Nursing

Manila Central University

Caloocan City, Philippines

04-2010

Skills

Scheduling analytics expertise

Continuous performance tracking

Performance metric management

Designing data-driven Excel dashboards

Executive reporting

Data validation expertise

Workflow improvement

Cross-departmental teamwork

Verbal and written communication

Schedule management

Data entry

Multitasking