Data Analyst/Power BI/Excel/SQL
Bulacan
Hi! I am Aaron, an experienced data analyst that has created projects for call center operations and trade service business (HVAC, Plumbing etc.) using Power BI and Excel. I can save your business a lot of time so you can focus on the action and let me do the thinking for ya!
Emergency Plumbing Heating & Air, freelance
Nov 2025 to Oct 2026
- Created revenue and jobs summary dashboards in Excel. Utilized Power Query and Power Pivot to connect different files and create calculations to show relationshio between data points. Visualizations are customized to the user's need and way of thinking. - Leveraged the created dashboards to create business insights in pdf file. - Spearheaded the 2026 forecasted/budgeted jobs and revenue.
MicroSourcing, full_time
May 2024 to Present
Achievements: Top RTA for 2025 Key Projects: *Attendance Report Template - Designed a user-friendly and automated attendance report template using excel, streamlining tracking and improving visibility into workforce attendance trends. - Able to produce a more accurate version compared to the previous report. Users can now check any date, line of business, reporting manager and month name. Accuracy is maintained regardless of staffing movement. *Root Cause Analysis Report/Post Mortem Analysis: - Developed comprehensive root cause analysis (RCA) reports for service level failure - Enabled operations how shrinkage, attendance, average handling time and adherence affected the missed SL *System Outage Duration Report - Created a report template to see which agents with most tools issue - Operations are able to determine main driver for system outages and was able to create possible workarounds for faster resolution in the future. Job Roles: * In charge of Queue Management and ensuring main KPIs such as AHT and SL are met. * Serves as point of contact for scheduling concerns, call volume, attendance, sytem outages etc. * Coordinate with team leaders to ensure adherence are managed and call outs are actioned.
Telco Services Australia, full_time
Jul 2022 to Apr 2024
* Responsible for monitoring call volumes real time while ensuring service level are met. * Used Power Query, Power Pivot, Pivot tables and Macros to generate interval UPA reports, attendance and detailed activity summary of a program. * Serves as point of contact in case of system or tools outages * Leads the department to meet key performance indicators. * Creating a detailed root-cause analysis to determine reasons of missed service levels. * Balancing staffing and occupancy by offering coaching/meeting, VTOs or cancelling pre-plotted offline activities in case if CIQs * Well Versed in NICE IEX to plot schedules, do break/lunch optimizations, and determine strategies to meet staffing requirements. * Utilizing GENESYS to determine queue performance/activity for real time monitoring and basis for staffing management. * Do real time skilling and queue allocation to team members in order to efficiently allocate calls