Customer Experience Data and Insights Lead - AboitizPower Distribution Utilities Corp. - Cebu, Philippines
(2025-11)
- Spearhead cross-functional Data & Insights initiatives to optimize operational intelligence and align business analytics with corporate objectives.
- Architected and deployed payment reminder experimental frameworks across business units, significantly improving collection efficiency and customer compliance.
- Analyzed customer outage interaction touchpoints to uncover critical service pain points and enhance targeted customer communication strategies.
- Engineered strategic executive dashboards enabling C-suite decision-makers to track real-time performance metrics and execute data-driven strategy.
Customer Experience Data Analyst - AboitizPower Distribution Utilities Corp. - Cebu, Philippines
(2023-01 - 2025-10)
- Established CX Data Center of Excellence frameworks by standardizing OKRs and KPIs across multiple AboitizPower business units.
- Drove key performance milestones, directly influencing outcomes to reach 1M+ Mobile App users, maintain >80 CSAT scores across contact centers, and elevate contact data quality to 80%.
- Designed and launched 20+ interactive PowerBI dashboards to provide actionable, real-time KPI visibility for functional CX teams.
- Automated complex data workflows utilizing Python and RPA, eliminating manual reporting bottlenecks and boosting operational efficiency.
- Executed high-priority ad-hoc SQL queries to deliver immediate strategic insights to key enterprise stakeholders.
Change Management Lead - AboitizPower Distribution Utilities Corp. - Cebu, Philippines
(2022-09 - 2022-12)
- Led post-implementation change impact assessments across project and operations teams to ensure seamless operational transitions.
- Developed and executed strategic change management roadmaps, presenting business-critical recommendations directly to Project Leads and enterprise leaders.
