Rhennel John Aningalan

• Developed documentation to enhance training efforts, enabling employees to effectively understand new systems and procedures.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.

Projects Completed.

• Project Orbit – Developed an enterprise dashboard providing KPI and performance insights from agent-level to executive reporting, enabling data-driven decision-making across operations.
• Project Apollo – Designed Agent, Team Lead, and Operations Manager Scorecards to monitor individual performance, KPIs, and productivity for performance management.
• Training Team Dashboard – Built dashboards to track training performance, progress, certifications, and attendance to improve onboarding and training effectiveness.
• WFM Dashboard – Developed workforce management dashboards for staffing, scheduling, attendance, and productivity tracking to support workforce planning and optimization.
• Partner Quality Randomizer Tool – Designed a random audit sampling tool that ensures unbiased selection of cases for quality evaluation, enabling fair distribution of audits and providing tracking capability for audit results and performance monitoring.

• Conducted root cause analyses on recurring defects, leading to implementation of corrective actions that addressed underlying issues.
• Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.

• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.

• Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.

Projects

• Inventory System - Desktop Application (Visual C#) Frontend / (Microsoft SQL Server) - Backend