Michael V. Nosa
Present Address: Blk 8 Lot 7, Lynville 2 Subdivision, Brgy. San Nicholas, San Pablo City, Laguna Philippines 4000
E-Mail:-Mobile #: -
Career Objective:
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To work in a people-oriented environment where knowledge is shared and abilities both apparent and hidden are cultivated,
developed, and enhanced to their fullest potential.
Summary:
A self-motivated and result-oriented professional with 8 years of Leadership experience with Data Analytics, Service Operation, and
Continual Service Improvement.
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Proficiency in Data Analytics and Root Cause Analysis
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Proficiency in MS Excel with knowledge in VBA scripting
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Proficiency with Machine Learning
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Extensive work experience with Process Improvement
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Notable leadership and management skills in business process operations
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Working Knowledge in Adobe Photoshop, SQL, HTML, Python, MS Office, Tableau desktop, Tableau online server and JavaScript
Certification / Trainings / Seminars:
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July 31, 2019 – Change Management 101 (Internal – Grubhub)
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September 9, 2019 – Six Sigma: Green Belt Training (Internal – Grubhub/Udemy)
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September 24, 2020 – EMBARK Leadership Training (Internal – Grubhub)
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October 24, 2008 – Lean Six Sigma Yellow Belt (Internal – Citi/Udemy)
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November 5. 2020 – Project Management - Training (Internal – Grubhub)
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March 25, 2021 – Basic Risk Management Workshop (Internal – Grubhub)
Work Experience:
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Grubhub Inc. (January 2019 – December 16, 2022)
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Root Cause Analyst
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Lateral movement from Senior Customer Experience
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Deep dive on issues to find the questions at its heart and distill them into a clear set of
hypotheses that can be tested.
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Gather data from different sources to analyze and interpret.
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Create data visualizations and reports for technical and
non-technical executives.
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Identify risks and provide mitigation plans
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Performs time-series analyses, hypothesis testing, and causal analyses to statistically assess
the relative impact and extract trends across all relevant functional areas.
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Researches and resolves data inquiries and requests.
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Provides insights and serves as a subject matter expert for department data.
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Own and maintain the development of standard data analyses, reports, and dashboards.
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Design data experiments and interprets the results to draw detailed and actionable conclusions.
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Ensure that functional knowledge is shared among team.
Other Task:
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Manage assigned project(s) to completion.
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Develop project goals, objectives and schedule to align with defined business strategy.
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Define and ensure resources are assigned to meet project goals.
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Develop, track and document all aspects of the project.
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Define project budget and monitors and adjust plan as resource requirements change.
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Communicate and document project quality and progress metrics.
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Address and resolve project issues to ensure project remains on track.
Senior Customer Experience – Grubhub Inc. (January 2019 – August 2019)
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Subject Matter Expert for diner, driver, restaurant processes and escalations.
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Coaching front-line agents on policy adherence and first contact resolution opportunities.
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Provides insights and serves as a subject matter expert for department data.
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Testing and adapting new product offerings and ad hoc marketing promotions.
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Maintaining oversight on general market-wide customer experience across 3,200 locations in the
U.S.
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Tesla Inc. (August 2016 – December 2019)
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Customer Experience Lead
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Supervision of workflow from sales to delivery team.
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Directs implementation of service standards for each location to ensure delivery of quality-focused,
consistent cost-effective service and administration.
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Analyzes operational practices for effectiveness and practicality, while creating a culture which is
innovative in its approach to solutions.
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Leads and builds high performance teams across units by providing leadership, mentoring and
coaching in achieving understanding of the voice of the customer.
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Monitor and evaluate staff performance, attendance and generate actionable reports as necessary
to address outlier agents.
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Ensuring the monthly target date of number of cars that are for deliveries are met.
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Ensuring the office is clean and well managed.
Lexington Law Firm (August 2015 – August 2016)
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Team Lead / Supervisor
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Supervision of workflow and queues.
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Maintaining a daily, weekly, and monthly operational reports based on Key performances.
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Coordinate activities of the department with the Operations Manager to include in workflow.
monitoring, process improvement, training, reporting, and special projects.
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Directly manage team, coach, motivate, and develop a tailor fitted action plan for agents to deliver
high quality output.
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Monitor and evaluate staff performance, attendance and generate actionable reports as necessary
to address outlier agents.
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Provide resolutions to complex escalated queries and complaints from external and internal
customers.
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Perform other duties as assigned or directed (Perks for agents, monthly and weekly fun stuff for the
entire department.)
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Verify that all EOD work has been performed by other departments
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Run EOD computer functions so they are complete by the end of the shift
Ontrac (June 2013 – August 2015)
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CS Research and Market Ops
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Strategically plan and manage logistics to support multimodal movements of packages to ensure
alignment with company vision, mission, and quarterly strategic goals.
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Manage operations functions to include product quality and specification tracking.
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Quantify, track, report, and manage inventory positions at multiple locations.
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Effectively schedule deliveries from multiple supply locations, while managing transportation costs
to drive efficiency.
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Manage internal and third-party pricing applications on both the supplier and customer.
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Maintain metrics and analyze data to assess performance and implement improvements.
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Liaise cross departmentally with company representatives, with an emphasis on communications
with the accounting department.
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Ensure excellent customer experience on a per transaction basis by taking accountability and
initiative.
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Utilize information technology to determine trends, opportunities, savings and efficiency.
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Proactively present the company's value proposition to current customers and potential customers.
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Work with the bulk supply team to determine demand in market and maximize margins through
data and create actionable reports.
Educational Background:
Level
School
Date
Secondary:
Liceo De San Pablo
1993 – 1997
M. Paulino Street, San Pablo City, Laguna
Tertiary:
Dalubhasaan ng Lunsod ng San Pablo
San Jose Mslamig, San Pablo City
2004
Bachelor of Arts in Political Science
Continuous Education: University of Arizona
2020
475 N 5th St, Phoenix, AZ 85004
Data Science and Reporting
Character References:
Jorge Abreu
Senior Manager Customer Care
Grubhub Inc.
145 S 79th St. Suite #85, Chandlerr, AZ 85226
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Kristoffer Baldovino
Migration General Manager
Cognizant Technology Solutions
5th Floor, 8/10 Upper Mckinley Building No. 10 Upper
Mckinley Road, Mckinley Hills, Fort Bonifacio, Taguig City
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Sean Goertz
CXT/Root Cause Analyst
Grubhub Inc.
145 S 79th St #85, Chandler, AZ 85226
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Susan Ashley
Senior Team Manager
Lexington Law Firm
2133 W Peoria Ave, Phoenix, AZ 85029
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