Edison M.
Senior Data Analyst
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TagalogEnglish
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About
Edison M. is a skilled professional with extensive experience as a Senior Data Analyst and Senior Fulfillment Specialist at Sterra Pte. Ltd., where he honed his expertise in data analysis and fulfillment. During his tenure from August 2020 to June 2025, he was instrumental in generating comprehensive daily order reports and refining data pipelines to enhance the company's operational decision-making processes. Edison advanced the automation of data processing, integrated custom scripts for data reconciliation, and developed dashboards to consolidate key metrics for optimized fulfillment operations. Previously, he worked as a Customer Service Representative for Netflix at 24/7 Intouch, where he handled customer inquiries and resolved technical issues, and as Team Manager for Amazon.com at Expert Global Services, leading a team of over 20 representatives to improve customer service operations. Edison's background also includes experience as an Assistant Manager for Operations and Subject Matter Expert at IBM Global Process Services, further highlighting his diverse skill set in the customer service and e-commerce industries.
Experience
Senior Data Analyst / Senior Fulfillment Specialist
Sterra Pte. Ltd. · 2020 — 2025Generated and distributed detailed daily order reports and analytics to aid operational decisions and improve fulfillment processes. Refined data pipelines for orders and warehouse operations by implementing automated validation checks, ensuring timely and accurate information flow. Integrated advanced automation into order and warehouse management systems to minimize manual entry. Consolidated fulfillment and inventory datasets from various sources for improved order tracking and interdepartmental coordination. Developed custom scripts for automating end-to-end fulfillment data reconciliation, facilitating quick detection and resolution of discrepancies. Created automated dashboards to consolidate key metrics for monitoring operational performance.Customer Service Representative
24/7 Intouch - Netflix · 2019 — 2020Handled customer inquiries through phone, chat, and email, addressing account-related issues and streaming problems. Resolved technical issues for a seamless user experience and assisted customers with account management tasks. Stayed informed on Netflix features and policies to provide accurate support. Collected customer feedback to enhance service quality and documented interactions in the CRM system. Escalated complex cases to appropriate departments when necessary.Team Manager – Amazon.com
Expert Global Services · 2015 — 2016Led a team of over 20 Customer Service Representatives, fostering a high-quality service environment and driving performance. Developed and executed process improvements to enhance operational efficiency. Managed escalated customer inquiries, ensuring prompt and effective resolution of issues. Oversaw service level metrics, achieving operational goals related to handling time. Compiled individual and team performance reports to assess KPIs and identify improvement areas.Team Lead – Amazon.co.uk
Expert Global Services · 2015 — 2015Managed escalated customer calls to ensure satisfactory resolution. Processed and tracked escalated concessions requests, ensuring accuracy and follow-up. Provided support to Customer Service Representatives, assisting with complex customer queries. Acted as a Subject Matter Expert, delivering training and specialized knowledge to enhance service quality.Customer Service Associate – Amazon.co.uk
Expert Global Services · 2014 — 2015Responded to customer inquiries about order status and product information promptly. Processed order requests efficiently to ensure accuracy in fulfillment. Escalated unresolved issues to relevant departments for assistance. Maintained high performance metrics in customer satisfaction, call handling time, and accuracy while providing excellent customer service.Assistant Manager for Operations – Amazon.com
IBM Global Process Services · 2012 — 2013Led a team of over 20 Technical Support Representatives, enhancing performance in a service-oriented environment. Implemented process improvements to optimize customer service operations. Resolved escalated inquiries effectively. Compiled performance reports to track KPIs and identified areas for improvement. Mentored team members to ensure achievement of targets and maintained oversight of service quality.Subject Matter Expert – Amazon.com
IBM Global Process Services · 2010 — 2012Addressed escalated customer calls, ensuring satisfactory issue resolution. Tracked escalated concessions requests, maintaining accuracy throughout the process. Provided expert support to Customer Service and Technical Support Representatives for complex queries. Contributed specialized knowledge and training as a Subject Matter Expert to improve team performance.Team Manager – Capital One Recoveries
NCO Group (RMH Teleservices Asia Pacific, Inc.) · 2008 — 2008Supervised a team of collection agents, providing coaching and feedback to meet performance goals. Monitored KPIs related to call quality and recovery goals. Ensured compliance with company policies and regulations, maintaining ethical standards. Identified and improved inefficiencies in workflows and supported agents during customer interactions.Team Lead – Amazon.com
NCO Group (RMH Teleservices Asia Pacific, Inc.) · 2007 — 2008Managed escalated customer calls effectively, focusing on prompt issue resolution. Tracked escalated concessions requests for accurate processing and follow-up. Provided guidance to Customer Service and Technical Support Representatives, assisting with challenging queries. Delivered specialized training and knowledge as a Subject Matter Expert to enhance team efficiency.Customer Service Associate – Amazon.com
NCO Group (RMH Teleservices Asia Pacific, Inc.) · 2006 — 2007Responded to inquiries regarding order status and product information with accuracy. Efficiently processed customer order requests to ensure timely fulfillment. Escalated complex issues to the appropriate departments for further assistance. Maintained high-performance standards in customer satisfaction and accuracy, providing exceptional service.
Skills & Expertise
Education
- Bachelor of Secondary Education Major in Mathematics Minor in ChemistryUniversity of the Philippines, Diliman · — — 2006