John Paul Duno

Results-driven Business Analyst with a background in Industrial Engineering and hands-on experience in business process analysis, operational support, and customer service. Skilled in identifying process improvement opportunities, conducting data analysis, and driving operational efficiency through analytical and customer-focused solutions. Proficient in project coordination, interactive reporting, process optimization, and cross-functional stakeholder collaboration.

Business Analyst - Prince Retail Group of Companies

(2025-07)

• Analyze business processes, identify improvement opportunities, and support workflow enhancements.
• Prepare comprehensive reports, interactive dashboards, and data analyses to support key operational decisions.
• Coordinate across departments to gather business requirements, resolve operational bottlenecks, and present project updates.
• Monitor project timelines, ensure compliance with quality standards, and support internal automation initiatives.
• Conduct root cause analysis and recommend actionable corrective steps to streamline operations.

Customer Service Representative / Associate - Wipro Limited (Healthcare)

(2024-07 - 2025-05)

• Handled inbound customer inquiries regarding healthcare services, account verification, billing inquiries, and service requests.
• Resolved customer concerns efficiently while maintaining high satisfaction rates; escalated complex issues appropriately.
• Maintained accurate, timely documentation of all customer interactions within system records.
• Consistently achieved or exceeded core performance metrics, including productivity, quality, and CSAT targets.

Computer Laboratory Assistant - Don Bosco Technical College – Cebu

(2017-05 - 2020-04)

• Maintained hardware, software, operating systems, and peripheral devices through regular installation and configuration.
• Provided technical and network troubleshooting support to students and faculty during daily laboratory operations.
• Monitored lab equipment inventory, managed repair logs, and maintained clean, fully functional lab facilities.

Bachelor of Science - Industrial Engineering - University of Cebu (College of Engineering) (2019-06 - 2025-06)