Christian Dave Santos

To develop enough skill in a particular field to qualify for a position managing professionals with the same skill set.

I am a data analyst who had worked in different fields doing data analysis and quality analysis.

I started my career as a customer service representative for different BPO companies in the Philippines from 2008 to 2011. I have worked with ePerformax and IBM. I have been a top performer throughout my 3-year career as a customer service representative.

As a top-performing representative, I got promoted to Quality Analyst in 2011. As a Quality Analyst, I handle a group of teams consisting of 18 agents, monitoring and coaching them to meet and/or exceed clients' targets. I discuss strategies with Team Managers, Operations Supervisors, and Operations Managers to improve team statistics and scores to exceed clients' expectations. I was exposed to different methodologies and techniques. I learned DMAIC process, (Define, Measure, Analyze, Interpret and Control) as a methodology while training Six Sigma with IBM.

Being a Quality Analyst provides great learning and experience for me but I was not contented, I wanted to learn more, so I applied and got promoted to a Team Manager role. Focusing on my own team, constantly monitoring and coaching them to exceed clients' expectations.

I was happy as a Team Manager but my passion was data. I went back to being a Quality Analyst with SYKES. I got to broaden my techniques by applying DMADV methodology (Define, Measure, Analyze, Design and Verify) while leading a project that ultimately provided a Silver score with the SYKES Standard of Excellence.

I love the challenge that was given to me and was asked to lead the Workforce Management team. With this promotion, I got to lead a team of workforce specialists whose focus is to improve attendance and absenteeism, create schedules and provide support to Operations for a smooth workflow. I got to improve on my reports analysis, data analysis, and scheduling to continuously provide suggestions and strategies to Operations for a smooth operation and exceed clients' expectations.

I have learned several techniques and tools that helped me achieve my goals while working as Quality Analyst, Team Manager. I am proficient with Microsoft Excel, Word and Powerpoint. I am certified in coaching and feedback using the Sandwich Approach method.

My previous work experience provided me with a career as a Data Analyst for an online company that provides online health certifications based in the USA. My main task was to review, monitor, and analyze analytics and trends that would help improve revenue, cost, and customer engagement. Provide root cause analysis and action plan for continuous improvement. Create Google Data Studio for data visualization for daily, weekly and monthly reports. I was also trusted and tasked to learn and analyze Big Query through SQL to automate data collection and improve Google Data studio reporting. This provided me a big improvement from doing Excel graphs and reports to improving them and having them available online.

I also am a motorcycle enthusiast who loves to ride my scooter in the twisties. I promote safety riding through my motorcycle group.