Rogelio Velasco
Business Analyst
Caloocan City
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication and task prioritization skills.
Overview
12
12
years of professional experience
3
3
Certifications
Work History
Business Analyst
Western Union Services Philippines, Inc
Quezon City
05.2022 - Current
- Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
- Collaborated with stakeholders to define project objectives and criteria.
- Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
Team Leader
Western Union Services Philippines Inc
Quezon City
08.2018 - 05.2022
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Identified and corrected deficient performance and behaviors to achieve maximum productivity.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
Quality Analyst
Western Union Services Philippines Inc
Quezon City
12.2017 - 07.2018
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Provided assistance on material developments for Bill Payments product
- Provided onsite support for RMO Consumer product migration
- Integrate Quality Monitoring Process Improvement programs to ensure overall performance improvement
- Assist in the certification of new Partner Sites Quality Specialists
Escalations Analyst
Western Union Services Philippines Inc
Quezon City
02.2016 - 12.2017
- Demonstrated leadership skills in managing projects from concept to completion.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Interim Team Leader for Bill Payments Team (December 2016 – February 2017)
- Updated Process Flowchart for QQC Offline
- Participated in meetings related with Bill Payments’ processes enhancements
- Monitor and provide coaching for Team’s performance
- Interim Team Leader for Correspondence Desk (February 2016 – April 2016)
- Coordinated with Agent Support Tier 2 for processes on refund related with destination country changes
- Monitor and provide coaching for Team’s performance
- Handling of escalations
- Provides up-trainings for associates
- Product trainings for newly hired associates
- Handling of certification process for newly hired associates
- Monitoring of LOB’s overall performance
- Other administrative tasks provided by Manager/Team Leaders
- Certified to do Quality Monitoring
Support Specialist (Online and Offline)
Western Union Services Philippines Inc
Quezon City
02.2011 - 04.2016
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Gained extensive knowledge in data entry, analysis and reporting.
- Passionate about learning and committed to continual improvement.
- Learned and adapted quickly to new technology and software applications.
- Multi-skilled for handling different offline support functions
- Receives and process inquiries, requests and complaints relating to products and services offered by the company
- Coordinates with other departments in resolving internal and external customer concerns
Education
Bachelor of Science - Computer Science
Polytechnic University of The Philippines
Manila, Philippines 05.2001 -
Skills
Business process mapping
Data analysis
Test case scenarios
Release planning
Microsoft Office Suite
Project Management
Accomplishments
- Designed and implemented an innovative workflow solution for a $[Number] million, [Number]-employee company.
- Earned the [Award Name] Award for [Number] years in a row for documenting, redesigning and improving business processes.
Certification
SAFe 5 Product Owner/Product Manager
Timeline
SAFe 5 Product Owner/Product Manager
08-2022
SAFe 5 Agilist
07-2022
Lean Green Belt Trained
07-2022
Business Analyst
Western Union Services Philippines, Inc
05.2022 - Current
Team Leader
Western Union Services Philippines Inc
08.2018 - 05.2022
Quality Analyst
Western Union Services Philippines Inc
12.2017 - 07.2018
Escalations Analyst
Western Union Services Philippines Inc
02.2016 - 12.2017
Support Specialist (Online and Offline)
Western Union Services Philippines Inc
02.2011 - 04.2016
Bachelor of Science - Computer Science
Polytechnic University of The Philippines
05.2001 -