Jhon I.
Mid-Level Contact Center Data Analyst
Open to offersNew to PlatformAbout
Jhon Irish A. is an accomplished Data Analyst with over four years of hands-on experience in contact center workforce management (WFM), business operations, and centralized data reporting across APAC accounts. In roles at Alorica Inc., Reliasourcing Inc., and Buwelo Exacstar, Jhon Irish A. managed end-to-end billing and invoicing, developed and maintained centralized dashboards, and led the consolidation of complex datasets for executive decision-making. He has been responsible for detailed data analysis, KPI monitoring, scheduling, and payroll coordination, utilizing a suite of tools such as Microsoft Excel, Power BI, Salesforce, Zendesk, and SQL to ensure data integrity and actionable reporting. Recognized with awards like Employee of the Year 2023 and Data Analyst of the Year 2022, Jhon Irish A. directly supports strategic business operations through report automation, quality assurance, and process improvement initiatives in the contact center and outsourcing industries.
Experience
REPORTS ANALYST II
Alorica Inc. · 2024 — PresentManaged monthly billing and invoicing operations for APAC accounts, ensuring tasks met regional financial standards. Oversaw the creation, development, and oversight of centralized dashboards, allowing teams to track business metrics across multiple APAC accounts. Collaborated with finance teams and clients to address discrepancies and support cash flow consistency. Conducted data validation and monitoring to maintain data integrity for cross-functional use. Provided guidelines and structured onboarding for incoming Reporting Analysts, including training and mentoring to meet project requirements and team standards. Led data aggregation and consolidation efforts, producing unified reports for executive leadership and coordinating with other departments to streamline reporting processes.REPORTS ANALYST
Reliasourcing Inc · 2023 — 2024Handled acquisition, organization, and analysis of data from various sources using specialized software and tools, focusing on uncovering patterns or trends. Prepared and distributed hourly, daily, and end-of-month reports to key stakeholders. Arranged and managed staffing, scheduling, break schedules, and tracked schedule changes, time off, and leave. Maintained and processed timekeeping payroll for 9 accounts. Worked closely with teams to identify reporting needs and supplied relevant data. Oversaw data quality, corrected discrepancies, and recommended improvements for data collection and reporting processes.DATA ANALYST - CLIENT SIDE
Buwelo Exacstar/Stericycle · 2022 — 2023Utilized advanced back-end data analysis tools to compile operational and performance reports that supported decision-making for teams and departments. Designed and maintained real-time dashboards for monitoring workflows and system health. Conducted KPI analysis to reveal trends and performance variances, offering actionable improvement strategies. Led process calibration sessions and shared technical support with peers to ensure operational consistency. Extracted and merged data sets to produce daily and end-of-day report summaries. Coordinated with cross-functional support teams to address KPI issues and provided spot reports highlighting incidents and operational trends to executive leadership.DATA ANALYST - VENDOR SIDE
Buwelo Exacstar · 2021 — 2022Monitored customer service representatives for quality and compliance with established standards and service levels. Developed and interpreted metric-based reports to track team performance and inform management. Managed scheduling processes including time-off requests, off-queue activities, adherence, and voluntary time off to optimize workforce planning. Supported the creation of workflow strategies targeting operational cost reduction and capacity optimization. Identified and implemented performance benchmarks and KPIs in alignment with business objectives to drive continuous improvement.
Skills & Expertise
Education
- Bachelor of Science in Electronics and Communication EngineeringAdventist university of the Philippines
- Secondary SchoolSta. Rita High School