Harold K.
Senior Data Analyst
Open to offersNew to PlatformAbout
Harold K. R., based in Taguig City, has cultivated over six years of expertise as a Remote Operations Analyst specializing in Business Intelligence and Workflow Automation. Through roles at Concentrix and Convergys, Harold has demonstrated a results-driven approach to enhancing operational excellence and efficiency. As a Quality Specialist, he skillfully architected Power BI dashboards and Microsoft Excel tools to convert complex datasets into clear, actionable insights for senior leaders. His proficiency in Power Automate has streamlined workflows, reducing manual tasks and boosting productivity. Harold's extensive experience includes conducting root cause analyses, aligning operational processes with organizational metrics, and driving data-backed process improvements. At Convergys, Harold effectively managed high-risk customer escalations and led operational coaching initiatives, reinforcing his commitment to superior customer experience and operational support.
Experience
Quality Specialist
Concentrix · 2021 — 2026Architected, deployed, and managed dynamic Power BI dashboards and Microsoft Excel reporting tools. Created SharePoint repositories to monitor operational and performance trends. Transformed complex datasets into clear visualizations and actionable recommendations. Designed and implemented automated workflows using Power Automate, eliminating repetitive tasks and mitigating human error. Conducted data-driven root cause analysis (RCA) and compliance monitoring against client-defined SLAs.Senior Quality Analyst
Concentrix · 2020 — 2021Owned the delivery of comprehensive management reports highlighting performance bottlenecks and process improvement strategies. Developed targeted audit criteria and facilitated alignment sessions across teams to ensure compliance with evolving quality standards. Conducted audits to ensure that operational processes met key metrics and client expectations.Quality Evaluator
Concentrix · 2019 — 2020Maintained operational reporting workflows and executed root cause analysis to identify service quality gaps. Conducted detailed quality audits, generating compliance reports that enhanced service efficiency and customer experience.Customer Relations Manager
Convergys · 2017 — 2018Managed high-risk customer complaints, regulatory escalations, and contractual concerns for corporate and residential clients.Lead Subject Matter Expert
Convergys · 2016 — 2017Directed operational delivery workflows through performance reporting and agent coaching. Updated process documentation and provided real-time support on the floor.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologySTI College