Data Analytics Reporting Specialist (Excel/Power BI)
Metro Manila
I am a Data Analytics and Reporting Specialist with experience in the BPO industry as both a frontline Agent and Subject Matter Expert. This has given me a strong understanding of daily operations and the reporting needs of both frontline teams and management. My expertise is in Excel, Power Query, DAX, and Power BI. I enjoy turning complex data into clear insights by building reports, dashboards, and automated workflows that save time, improve accuracy, and support better decision making. What sets me apart is my ability to connect technical solutions with real business needs. I don't just create reports. I build practical reporting solutions that simplify processes, highlight the information that matters most, and help teams make better decisions.
Accenture, full_time
Apr 2024 to Dec 2025
Responsibilities * Served as an Operations Subject Matter Expert (SME), providing frontline support on complex cases, policy interpretation, workflow concerns, and escalations. * Analyzed operational and performance reports to identify trends affecting Average Handle Time (AHT), quality metrics, and productivity. * Conducted Root Cause Analysis (RCA) to determine performance gaps and provided targeted coaching strategies and actionable recommendations for improvement. * Delivered coaching and performance guidance to agents by identifying recurring issues, skill gaps, and opportunities to improve efficiency and quality. * Supported Team Leads by handling escalations, sharing operational insights, and recommending process improvements to strengthen team performance. * Assisted with quality audits during high volume periods by reviewing cases against established standards to help teams meet audit requirements. Impact * Improved agent performance through data driven coaching, RCA, and targeted recommendations addressing AHT challenges, quality concerns, and recurring performance gaps. * Strengthened operational consistency by serving as a reliable escalation point and providing guidance that supported accurate and standardized decision making. * Enabled leadership to identify improvement opportunities through performance analysis, operational insights, and frontline observations. * Supported overall team efficiency by bridging frontline operations and leadership through coaching, escalation support, and continuous improvement initiatives.
Accenture, full_time
Jan 2024 to Mar 2024
Responsibilities * Annotated and validated AI image and video datasets by applying detailed labeling guidelines to ensure accuracy, consistency, and reliability of training and evaluation data. * Evaluated AI generated prompts and responses for accuracy, relevance, safety, and overall quality based on established evaluation criteria. * Reviewed multimodal AI outputs and resolved ambiguous cases by applying analytical judgment and evolving quality standards. * Identified recurring annotation and evaluation issues, providing feedback that supported improved consistency and quality across AI workflows. Impact * Contributed to more reliable AI evaluation and training datasets through accurate annotations, consistent reviews, and adherence to quality standards. * Improved evaluation consistency by identifying unclear cases and applying structured decision making aligned with project guidelines. * Supported AI quality improvement efforts by providing accurate assessments of model outputs and identifying areas for refinement.
Accenture, full_time
Oct 2022 to Dec 2023
Content Moderator Responsibilities * Reviewed user generated content by applying platform policies and safety guidelines to identify policy violations, assess potential risks, and ensure consistent enforcement of content standards. * Made accurate content decisions on complex and sensitive cases by interpreting guidelines, evaluating context, and maintaining a balance between policy compliance and user experience. * Managed high volume moderation tasks while consistently meeting productivity, accuracy, and service level expectations. * Adapted to evolving policies and workflow changes while maintaining consistency in decision making and content quality. Impact * Maintained platform safety and content quality by consistently applying moderation standards and ensuring accurate policy enforcement. * Reduced decision inconsistencies by carefully evaluating contextual cases and applying sound judgment in complex scenarios. * Supported operational performance by delivering accurate moderation decisions within required productivity and quality targets.