Senior Analyst at JLL (2025-08 – Present)
Real-Estate Management
- Assists account champions and/or clients by managing building assets, schedule maintenance, and track work orders via JLL-owned CMMS
- Facilitates training sessions for Facilities Managers and colleagues to discuss the new feature releases, workarounds, and other processes of the JLL-owned CMMS
- Attends client meetings to assist with their on-going projects for the account
- Sends reports to the account team containing work orders that are nearly overdue to prevent affecting the Service Level Agreement, and send reports containing open work orders to display the progress of their MTD completion percentage
- Performs data reviews every month on the accounts to fix discrepancies or inaccuracies
Business Operations Analyst / Reports Analyst at Kinect Inc (2018-01 – 2025-07)
BPO - Energy Retailer. Employment period: Jan 2018 – Nov 2023, Jan 2024 – Jul 2025
- Generated and sent the after sales reports to both clients and the team, also the KPI reports such as NPS, Call Traffic, Attendance Report, and Call Resolution Rate, and manage the account status movement tracker, all using MS Excel (Pivot, complex formulas)
- Created macro-enabled templates to eliminate tedious tasks such as the Customer Service trackers for the CS team, creating drop-down lists and restricting fields to make it uniform and consistent for reporting purposes
- Generated incentives report per department every month by determining team and individual performance based on their KPIs and Attendance Rate from the HRIS
- Created dashboards and reports in Salesforce
- Analyzed Salesforce data to assist the Salesforce team by suggesting possible categorization to be added per lead, possible restrictions to prevent random input by the Call Center team
- Used Tableau to replicate possible reports made by MS Excel
- Assisted one of the clients to help revise their financial modelling template by fixing complex formulas and adding dashboards/charts to quickly determine the needed stats
- Facilitated MS Excel training to newcomers
Business Operations Analyst / Reports Analyst at BCCSI (now Kinect) (2017-05 – 2017-12)
BPO - Energy Retailer
- Generated and send to both clients and team the after sales reports, KPI reports such as NPS, Call Traffic, Attendance Report, and Call Resolution Rate, and manage the account status movement tracker, all using MS Excel (Pivot, complex formulas)
- Automated a process by creating MS Excel templates with fields that are with complex formulas and added VBA/Macro command to automatically align necessary columns from raw data downloaded from SQL
Reports Analyst Team Leader at Prosync (2016-12 – 2017-02)
BPO - Local Account
- Monitored of daily/weekly/monthly reports sent by the team to ensure accuracy
- Occasional coaching to ensure team sync
Reports Analyst at Prosync (2013-01 – 2016-11)
BPO - Local Account
- Generated Total Purchase Orders report with completion percentage
- Assisted sales agents and managers by providing requested data (ad hoc)
- Assisted checkers by ensuring accuracy of the encoded purchase orders
- Project: One of the participants to implement and train Monarch to the team, a software that could capture inputs from purchase orders (PDF or Word), then convert to MS Excel for easier pasting of data to SAP
Data Entry Specialist at Prosync (2011-03 – 2012-12)
BPO - Local Account
- Encoded manual (via fax or e-mail) and/or system-generated purchase orders using SAP, then record the encoded POs using MS Access
- Served as back-up for the Helpdesk department by taking inbound calls
- Coordinated with sales agents in case there are concerns regarding the purchase orders
