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Julius J. — Mid-Level BPO Reporting Analyst from Philippines

Julius J.

Mid-Level BPO Reporting Analyst

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Julius J. is a Reporting Analyst with over five years of experience in the BPO industry, showcasing a strong proficiency in data reporting, technical support, and customer service. At Sitel, he has been instrumental in developing and maintaining comprehensive performance reports, utilizing tools such as Excel, Power Query, and Power BI to analyze large datasets, identify trends, and support strategic decision-making. Julius is known for ensuring data accuracy through rigorous validation and reconciliation processes and has actively automated manual tasks to boost efficiency. His analytical skills have been recognized, earning him the accolade of Best Report Analyst in 2023. Prior to his role at Sitel, he served as a Technical Support Representative at Teleperformance, resolving customer issues and guiding troubleshooting procedures. His career began as a Customer Service Representative at Concentrix, where he excelled in handling billing and service inquiries. Julius holds a programmer course certificate from AMA, Antipolo, further enhancing his technical expertise.

Experience

  • Report Analyst

    Sitel · 2020 — 2026
    Created and managed daily, weekly, and monthly performance reports for both operations and management. Analyzed extensive datasets to uncover trends, gaps, and areas for improvement. Leveraged Excel (including advanced formulas and PivotTables), Power Query, and Power BI for data modeling and visualization. Ensured the accuracy and integrity of data through validation and reconciliation. Automated manual reporting processes to enhance efficiency and minimize errors. Provided insights on KPIs such as productivity, attendance, service levels, and quality metrics, while collaborating with Operations Managers and Team Leaders to advance performance improvement initiatives.

  • Technical Support Representative

    Teleperformance · 2018 — 2019
    Delivered technical support and troubleshooting assistance to customers facing issues with internet, devices, and software. Guided customers through step-by-step troubleshooting processes and documented cases accurately in support systems, all while ensuring high levels of customer satisfaction in line with performance metrics.

  • Customer Service Representative

    Concentrix · 2017 — 2018
    Provided customer support regarding account inquiries and service-related issues. Assisted customers with billing inquiries, account updates, and service concerns, while adhering to high-quality service and compliance standards. Managed high call volumes effectively, consistently meeting productivity targets.

Skills & Expertise

Business Intelligence AnalystBiotechnologyData Visualization SpecialistData AnalysisData Entry SpecialistData Analyst

Education

  • Programmer Course
    AMA · 2009 — 2011
  • High School Graduate
    Marcelino M. Santos · 2006 — 2009

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