Analyst
Resume:
CHESPER REGALADO SUPANGAN
Para aque City, 1702
e-mail: ******@*****.***
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OBJECTIVE To secure a position in a reputable institution where I can
apply my knowledge and skills in finance and other
fields and attain a high level of performance for the
company as well as for personal development.
EDUCATION
1999-2003 DE LA SALLE UNIVERSITY
Bachelor of Science degree in Commerce, Major in
Management of Financial Institutions
1995-1999 ST. PAUL COLLEGE - PARA AQUE
High School Diploma, March 1999
WORK EXPERIENCE
Oct 2011 - Present OPERATIONS ANALYST/WORKFORCE ANALYST, SHELL BUSINESS
OPERATIONS
Responsible for creation, analysis and reporting of KPIs and Service
Level performance for CSO. Providing daily, weekly,
monthly and ad hoc reports in the stipulated
timeframes and as required by the CSO Manager, Team
Leaders or Quality Assurance. Look and find ways to
automate and centralize required reports from several
data sources, ensuring accuracy and integrity of
data. Regularly view operations performance and be
able to provide immediate snapshot views on the
health of operations, summarizing findings for
operation's teams and individuals. Work closely with
the CSO Manager, Team Leaders and Quality Assurance
to ensure key operational deliverables are met and
ensure that optimum levels of the MASPs are achieved.
Based on data analysis, review operations work
processes and flows, providing recommendations and
defining business case for improvement or automation
to C&S and CSO Manager. Maintain complete accurate
data records regarding performance metrics of
individuals and the operations (e.g. ACD, IVR, CRM).
Provide with objective and relevant data regarding
individuals performance to HR and CSO, for variable
pay and bonus calculations. Analyze and interpret
data, generate forecasts, providing supporting data
and recommendations to the CSO Manager regarding
staff utilization, performance and headcount
requirements. Track all historical data for periodic
check on optimizing staff utilization. Create work
schedules to match accurately resource deployment to
work requirements, optimizing productivity and
results. Scheduling includes all staff annual leave,
other planned leave, training and development and
other promotion activities. Prepare for and attend
internal/external meetings regarding the performance
of the operations and all associated metrics.
Sept 2009 - Oct 2011 BILLING ANALYST, SHELL BUSINESS OPERATIONS
Managed the creation of billing documents and the preparation,
sorting and merging of invoices for electronic and
paper based documents. Generated and managed control
reports, monthly self assessment to identify the
effectiveness of the controls. Oversaw the batch
processing functions and manages error reports.
Received billing information from customers and
reconciles against internal billing document for self-
billing. Provided original and copy invoices to
customers and is responsible for document scan and
archiving of invoices.Appointed as the Super User of
the team. Supported testing of SAP for process and
system improvements. Prepared weekly report showing
the deliveries that were made but not yet
billed/invoiced. Supported by the SAP Batch
Controller and SAP IT Support for technical issues.
October 2008 - July 2009 CUSTOMER CARE EXECUTIVE, EXL SERVICE
Worked at a financial account. Handled calls about
customer issues and questions regarding their annuity
accounts. Responsible in creating cases and setting
up requests like sending them a check, statements,
forms and any specific letters they need. Responsible
for providing clients detailed information about
their accounts and helping them understand the way an
annuity product works, and what the company's
processes are.
Jan 2006 - February 2008 REPORTING ANALYST, SUTHERLAND GLOBAL SERVICES
Lead Reporting Analyst in the team. Responsible for giving accurate
reports to the Managers (Program, Vendor and Service
Delivery), Supervisors and Support Group. Responsible
for providing the operations ad hoc reports that they
need, whenever they need it. Responsible for
providing statistical performances of the Supervisors
and agents. Responsible for providing HR the
performance review of the Supervisors and agents for
their regularization and yearly appraisals. Assisted
in reporting design and process development. Analyzed
data, problems and completed assignments that relate
to a segment of a larger activity as appropriate to a
function. Documented work; reviewed progress and
results with management and, as needed, with more
experienced engineer. Communicated relevant
information to the right people on a timely basis.
Gained knowledge on various operations of the
accounts and the company through the preparation of
the accounts' reports.
June 2005 - January 2006 CUSTOMER SERVICE REPRESENTATIVE, SUTHERLAND
GLOBAL SERVICES
Worked at a financial account. Handled calls and emails about
customers' queries and/or issues regarding their
auction accounts. Responsible in providing detailed
information about their concerns. Assisted customers
in going through important verification process.
June 2003 - January 2005 CUSTOMER SERVICE REPRESENTATIVE, SYKES
ASIA, INC.
Worked at a financial account. Handled calls about customer issues
regarding their brokerage accounts and other assets
and investments. Responsible in creating cases and
setting up requests like sending them a check,
monthly statements, etc. Assisted clients and
financial advisors in buying and selling mutual funds
that the company holds.
February - May 2003 PRACTICUM TRAINEE, BANGKO SENTRAL NG PILIPINAS
Worked with the Department of Loans and Credit -
Technical Services Division. Gained knowledge on
various operations of the Central Bank through the
preparation of department's report in relation to the
economic condition of the country. Assisted in the
conceptualization, planning and presentation of the
department's report.
AWARDS AND RECOGNITION
2011 Shell Business Service Center
VP Awardee, Operational Excellence Category
Identification and Correction of Outputs on Printed
Invoices Due to Retrofit Issue and IAM Go-Live
CERTIFICATION
September 2014 VUL License
Insurance Commission (IC)
August 2014 Insurance Agent License
Insurance Institute of Asia and the Pacific (IAAP)
September 2003 Series 7 (General Securities Representative) -
NASD
October 2003 Series 63 (US State Registration) - NASD
TRAININGS/SEMINARS ATTENED
July - August 2014 Life and Variable Life Insurance Training
Manulife
March 2014 MS Access 2010
Informatics Computer Institute
February 2014 Front Line Leaders Program: Coaching
Shell Business Service Center
November 2012 Front Line Leaders Program: Building High
Performing Teams
Shell Business Service Center
October 2012 Front Line Leaders Program: Handling Difficult
Conversations
Shell Business Service Center
October 2008 American English and Culture
EXL Service by John Clements
February 2007 Time and Stress Management
Sutherland Global Services - Training Team
March 2006 Excel Training
Sutherland Global Services
June 2005 UK English and Culture
Sutherland Global Service by Future Perfect
PERSONAL BACKGROUND
Born on August 10, 1982 in Manila, Philippines. Fluent in English
and Filipino. Knowledgeable in MICROSOFT WORD, EXCEL,
PowerPoint and Visio. Interests include reading
books, traveling and relating with people. Skills
include taking instructions with less supervision and
negotiating between two parties. People-oriented,
goal-oriented and hardworking.
REFERENCES Available upon request.
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