Christian Dave E. Santos
Address: Brgy. Dolores, Taytay Rizal.
Contact number: -
Email Address:-
Objective:
To develop enough skill in a particular field to qualify for a position managing professionals with the same skill set.
Skills and Training:
Trained-
Six Sigma Certifications - Yellow Belt
Trained –
Coaching and Feedback
Certified –
Communications Skills Assessment
Intermediate Level –
Microsoft Excel, PowerPoint and Word
Basic Knowledge -
Google Data Studio
Structured Query Language (SQL)
Microsoft Power BI
HTML and CSS
Python
Education
June 2002 – April 2006 Rizal Technological University
Bachelor of Science in Industrial Psychology - Academic Scholar
Experiences:
January 2021 – March 2022 Satori Continuum Inc.
Analytics Team – Data Analyst
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
Learn and analyze Big Query through SQL to automate data collection and improve Google Data studio reporting.
Provides daily, weekly and monthly reports.
Actively participate in conference calls with the client.
April 2018 – November 2019Sykes Asia Inc.
Operations Management Desk (OMD - Workforce) – Reports Analyst II
Regularly monitor and review schedules based on client defined targets to meet staffing requirements
Provides daily, weekly and monthly reports to clients.
Actively participate in conference calls with the client. Present concerns/issues/trends that affect the center's quality, staffing and schedule performance
Maintain record and analyze trends of the various Client-defined staffing and schedule parameters.
Provide root cause analysis and action plan for continuous improvement
April 2016 – October 2017Sykes Asia Inc.
Operations Management Desk (OMD - Workforce) – Team Lead
Regularly monitor and review schedules based on client defined targets to meet staffing requirements
Coach OMD Analyst to ensure staffing adherence and staffing service effectiveness.
Define the staffing and schedule parameters to Operations and agents and define the scope of improvisation.
Actively participate in conference calls with the client. Present concerns/issues/trends that affect the center's quality, staffing and schedule performance
Conduct training, training need and process roll-out to ensure client's quality requirement are achieved
Maintain record and analyze trends of the various Client-defined staffing and schedule parameters.
Provide root cause analysis and action plan for continuous improvement
July 2014 – April 2016
Quality Assurance Analyst II – AT&T Mobility Consumer Prepaid
Sykes Asia Inc.
June 2014 – July 2014
Quality Assurance Analyst II – Westpac & St. George Bank/Konica Minolta
Sykes Asia Inc.
June 2013 – December 2013
Team Lead – Sprint Operations
IBM Global Process Services, Inc.
July 2011 to June 2013
Lead – Quality Analyst – Sprint Operations
IBM Global Process Services, Inc.
August 2008 to July 2011
Customer Service Representative – Sprint Operations
IBM Global Process Services, Inc.
