RAFAEL CONRADO JOSE ROXAS
Calamba
Summary
Experienced with data manipulation, statistical analysis, and data visualization. Utilizes advanced analytical techniques to uncover trends and inform business strategies. Track record of employing critical thinking skills to solve complex problems and deliver meaningful insights.
Overview
13
13
years of professional experience
Work History
Data Analyst
Yngen Datacom Corporation
05.2023 - Current
- Developed and executed complex data extraction and transformation processes (ETL) to ensure the accuracy and reliability of high-value client reports, maintaining a 99.8% data integrity rate.
- Translated complex financial and real estate data (e.g., market leasing assumptions, rent roll, rent comparables) into clear, actionable insights for key stakeholders and decision-makers.
- Maintained stringent data integrity and compliance across various systems by applying quantitative literacy and proprietary client calculation methods to warehouse and financial data.
- Collaborated with cross-functional teams to understand and meet their unique data needs, resulting in comprehensive feasibility and offering memorandums for US commercial properties.
Process Executive / Quality Analyst
Personiv
12.2017 - 03.2023
- Led the quality assurance function for the Lead Alerts program, providing accurate call monitoring audits that directly contributed to potential revenue generation and client acquisition.
- Mentored and onboarded new Process Executives, providing structured coaching sessions and developing Job Aids to ensure swift integration and adherence to core quality benchmarks.
- Conducted regular calibration sessions across teams to align quality standards and minimize scoring discrepancies, improving internal consistency by over 15%.
- Served as a subject matter expert (SME) for high-complexity processes, handling Tier 2 customer escalations and driving resolution while capturing key data for root cause analysis.
Technical Support Specialist / Technical Support Representative
Sykes Asia
Manila, Metro Manila, Philippines
05.2016 - 10.2016
- (Prior roles focused on Technical Support for SAP and Salesforce applications, demonstrating foundational technical expertise and strong client communication.)
- Resolved technical issues via phone, email, and chat support for diverse customer inquiries.
- Collaborated with cross-functional teams to enhance troubleshooting processes and improve user experience.
- Developed and maintained detailed documentation of support procedures and solutions for knowledge sharing.
- Analyzed recurring technical issues to identify trends and recommend proactive solutions to management.
Escalation Manager
Scopeworks Asia
Cabuyao, Province Of Laguna, Philippines
12.2012 - 04.2016
- Led escalation resolution processes, ensuring efficient handling of complex customer issues.
- Mentored team members in best practices for customer engagement and conflict resolution.
- Streamlined escalation procedures, reducing response times and improving service consistency.
- Collaborated with cross-functional teams to identify root causes of recurring escalations.
Education
Bachelor of Science in Business Administration - Human Resource Development Management
New Era University
Quezon City, Metro Manila, Philippines06.2025
Bachelor of Science - Nursing
Perpetual Help College of Manila / University of Perpetual Help Systems-Binan
Binan, Province Of Laguna, Philippines10-2011
Skills
- Data & Analytics
- Data Extraction & Interpretation
- ETL Processes & Data Validation
- Analytical Problem Solving
- Database Maintenance & Formatting
- Technical Tools & Compliance
- SAP & Salesforce Systems
Timeline
Data Analyst
Yngen Datacom Corporation
05.2023 - Current
Process Executive / Quality Analyst
Personiv
12.2017 - 03.2023
Technical Support Specialist / Technical Support Representative
Sykes Asia
05.2016 - 10.2016
Escalation Manager
Scopeworks Asia
12.2012 - 04.2016
Bachelor of Science in Business Administration - Human Resource Development Management
New Era University
Bachelor of Science - Nursing
Perpetual Help College of Manila / University of Perpetual Help Systems-Binan