ROSS TUTANES
Data Analyst
Caloocan City
Summary
Ross has over 13 years of experience in Contact Center Industry and has around 4 years of experience in Data Analytics. He started his career as a technical support representative which help international clients in their internet concerns. He moved his way up to Workforce Management roles namely reports analyst, real- time analyst, scheduling & forecasting analyst and capacity and planning. He then moved to Data Analytics as data automation officer. Areas of Specialization for Applications: Workforce Management (Reports, Real Time, Scheduling, Forecasting, Capacity Planning) Data Mining, Business Intelligence, Data Management, Data Visualization, Data Automation. For Tools: Microsoft Excel (Power Pivot, Power Query, Macro), Microsoft Services (Power BI, Power Automate, Sharepoint) Programming (Visual Basic, Python), Data Management (SQL Server), Data Visualization (Power BI, Tableau) Telephony (CMS Avaya, PureCloud), Salesforce (Report, Dashboard) and Scheduling (IEX, PureCloud).
Overview
17
17
years of professional experience
4
4
years of post-secondary education
Work History
Migration Coordinator
Regus Service Centre PH, IWG, Tech Services
11.2022 - Current
- Worked with Excel, Sharepoint, Power BI and MySQL.
- Reviewed data to identify gaps and ensure consistency.
- Scheduled meetings with internal teams and hold calls to fix data gaps.
- Coordinated migration activities and administrative tasks as per plan and on cutover night (US time zones).
- Developed and maintained courteous and effective working relationships.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
Merchandise Administrator / Data Analyst
Pattern
08.2022 - Current
- Produced daily, weekly, monthly, quarterly and yearly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data, generating forecasts of the stocks in the warehouse and presenting information to stakeholders for concise explanations of best placement for needed resources.
- Worked with business intelligence software such as Tableau and Power BI and various reports to glean insights into trends.
- Worked to support the inventory merchandise team in the UK and EU for any other data analytics tasks that may arise on the team.
Data Automation Officer
AXA Philippines
Makati City
02.2021 - 11.2022
- Extracted raw data from Salesforce, Genesys Pure Cloud and Datamart using Excel, VBA, SQL, Power Query, Python and APIs.
- Transformed data via Power Query and Power BI.
- Created dashboards using Excel and Power BI.
- Performed automation via Power Automate and VBA.
- Provided meaningful insights to stakeholders to allow them to understand the data journey to identify both lowlights and highlights
- Skilled at working independently and collaboratively in a team environment.
Workforce Lead
AXA Philippines
Makati City
11.2019 - 02.2021
- Performed roles for Real Time Management, Scheduling & Forecasting and Capacity Planning.
- Administered meetings and presentations to discuss lowlights and highlights to the leadership team.
- Worked as an individual contributor.
- Worked with Excel VBA, SharePoint, Genesys Pure Cloud and Salesforce.
Workforce Lead
Real Page
Pasig City
05.2016 - 10.2019
- Managed six (6) workforce analyst both in PH and USA.
- Owned Capacity Planning to provide data and insights to both Contact Center, Human Resources, Recruitment and other departments.
- Spearheaded presentations and meetings to discuss lowlights and highlights in reference to KPIs of the account.
- Performed coaching sessions with the team and also salary appraisal discussions.
- Worked with Excel, IEX Totalview and CMS Avaya.
Scheduling and Forecasting Analyst
Convergys Philippines
Quezon City
03.2015 - 10.2015
- Maintained historical data of call volume, AHT, shrinkage and attrition.
- Created forecasts based on historical data in reference to account's KPI.
- Created a bi-monthly schedule of agents.
- Collaborated with the Capacity Planner to align short term forecast to long term forecast.
- Partnered with Real Time Analyst to make sure schedules are followed accordingly.
- Worked with Excel VBA, Sharepoint, IEX Totalview and CMS Avaya.
Real Time Analyst
Convergys Philippines
Makati City
09.2013 - 03.2015
- Monitored call volume pattern and adjusted schedules accordingly.
- Flagged calls with above threshold AHT and ACW.
- Produced detailed and relevant reports for use in making business decisions.
- Performed daily read out to leadership team regarding the KPI metrics.
- Worked with Excel VBA, Sharepoint, IEX Totalview and CMS Avaya.
Intraday Supervisor
Convergys Philippines
Quezon City
10.2012 - 09.2013
- Managed eight (8) intraday associates which includes coaching sessions, meetings, goal settings and salary appraisal.
- Acted as liaison between command center and the site
- Spearheaded meetings and presentations to leadership team to provide insights both lowlights and highlights.
- Created reports and dashboards for operations.
- Worked with Excel VBA, Powerpoint, Sharepoint, IEX Totaview and CMS Avaya.
Command Center Associate
Convergys Philippines
Makati City
05.2010 - 10.2012
- Performed Real Time Analyst role for global set up.
- Managed multiple accounts.
- Created reports for operations and leadership team.
- Facilitated daily huddle for KPI readout and gap analysis.
- Worked with Excel VBA, IEX Totalview, Genesys and CMS Avaya.
Intraday Associate
Convergys Philippines
Quezon City
06.2009 - 05.2010
- Managed queue monitoring activities for both call volume and agent status.
- Created reports to provide interval and daily insights of the KPI score.
- Maintained shrinkage to below threshold to mitigate service level impact.
- Worked with Excel, IEX Totalview and CMS Avaya.
Technical Customer Care Representative
Convergys Philippines
Makati City
08.2007 - 06.2009
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Technical Support Representative
Teletech Philippines
Quezon City
09.2005 - 05.2007
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
Education
BS - Computer Science
Mapua Institute of Technology
Makati City 05.2004 - 06.2006
BS - Computer Engineering
Polytechnic University of The Philippines
Manila 06.2000 - 05.2002
Skills
Data Analysis
undefinedTimeline
Migration Coordinator
Regus Service Centre PH, IWG, Tech Services
11.2022 - Current
Merchandise Administrator / Data Analyst
Pattern
08.2022 - Current
Data Automation Officer
AXA Philippines
02.2021 - 11.2022
Workforce Lead
AXA Philippines
11.2019 - 02.2021
Workforce Lead
Real Page
05.2016 - 10.2019
Scheduling and Forecasting Analyst
Convergys Philippines
03.2015 - 10.2015
Real Time Analyst
Convergys Philippines
09.2013 - 03.2015
Intraday Supervisor
Convergys Philippines
10.2012 - 09.2013
Command Center Associate
Convergys Philippines
05.2010 - 10.2012
Intraday Associate
Convergys Philippines
06.2009 - 05.2010
Technical Customer Care Representative
Convergys Philippines
08.2007 - 06.2009
Technical Support Representative
Teletech Philippines
09.2005 - 05.2007
BS - Computer Science
Mapua Institute of Technology
05.2004 - 06.2006
BS - Computer Engineering
Polytechnic University of The Philippines
06.2000 - 05.2002
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