Mikko Lanorio

Senior Reports Analyst with seven years of experience in healthcare and BPO, specializing in automating reporting and optimizing data processes. Skilled in Excel, SQL, Power BI, and VBA, with a track record of automating QA reports, creating productivity dashboards to identify at-risk accounts, and improving service level compliance.

Senior Reports Analyst at Shearwater Health (2021-12 – Present)

• Designed and maintained advanced dashboards to track organizational performance, SLA compliance, and productivity trends.
• Led automation initiatives, significantly reducing manual reporting efforts and improving turnaround time.
• Developed performance scorecards and KPI frameworks used by associates, supervisors, and management to drive accountability and results.
• Partnered with stakeholders to analyze data, identify gaps, and recommend strategies for SLA achievement and process optimization.

Reports Analyst at Optum (2018-08 – 2021-12)

• Created scorecards for associates and supervisors to monitor and track performance metrics.
• Developed and automated reports on key BPO metrics including hourly, daily, weekly, and monthly AHT.
• Built dashboards to monitor ASA, AHT, NPS, and other critical process metrics.
• Analyzed data to drive process improvements and ensure SLAs were consistently met.

Customer Service Representative at Convergys (2017-07 – 2018-07)

• Handled customer inquiries and resolved technical issues over the phone with high accuracy and efficiency.
• Utilized available resources and technology to effectively troubleshoot and address customer problems.
• Delivered high-quality customer service, ensuring satisfaction and efficient issue resolution.

Bachelor of Science in Computer Engineering – STI College (2012 – 2017)