REINER MAGDADARO
Cebu,Philippines
Summary
Data Management professional and Real-Time Analyst with a core focus on Lean methodologies to drive operational excellence. Expert in leveraging Power BI, Tableau, and advanced Excel to transform large datasets into actionable insights. Proven track record of eliminating process waste through root-cause analysis and automation, significantly enhancing the accuracy of financial and operational KPIs. A collaborative communicator dedicated to data integrity and cross-functional efficiency.
Overview
11
11
years of professional experience
Work History
WFM/RTA
TDCX
Cebu
04.2023 - 12.2025
- Transformed raw workforce and call-volume data into actionable insights for informed staffing decisions.
- Extracted and cleansed large datasets from WFM tools (Salesforce, Tableu, PowerBI), ensuring 100% accuracy for executive reporting.
- Maintained interactive dashboards to track KPIs, providing management with real-time performance visibility.
- Researched sources of variances in staffing requirements, recommending corrective actions to minimize operational gaps.
- Assisted in maintaining automated reporting flows within Excel and Power BI for daily performance review.
- Collaborated with IT and Operations to resolve data integrity issues, ensuring consistency across platforms.
- Documented business processes and data workflows, updating SOPs for audit readiness and team continuity.
- Communicated complex technical trends to non-technical stakeholders, facilitating data-driven decision-making.
WFM/RTA
TechMahindra
Cebu
07.2021 - 03.2023
- Synthesized call volume trends and agent performance data into daily summaries for operations managers.
- Monitored key operational metrics, including Average Handle Time, to maintain departmental targets.
- Executed regular audits of workforce data to ensure accuracy in billing and payroll information.
- Analyzed intraday fluctuations against historical patterns to identify trends and coordinate staffing pivots.
- Maintained departmental spreadsheets and reporting templates for consistent data output during reviews.
- Logged system performance issues and collaborated with technical support to minimize reporting tool downtime.
- Developed internal training manuals and documentation to standardize data entry and reporting workflows.
- Communicated real-time data findings to Team Leads and Floor Managers for effective performance management.
Sales Representative
Teletech
Cebu
10.2019 - 01.2021
- Monitored personal sales metrics and volume against monthly quotas to meet all gatekeeper requirements.
- Reviewed and audited monthly payout summaries, ensuring accuracy between closed sales and received variable pay.
- Maintained comprehensive understanding of complex incentive compensation plans, including commission tiers and eligibility criteria.
- Collaborated with management and back-office teams to clarify compensation rules and enhance sales team motivation.
- Ensured timely submission of customer contracts and sales documentation to avoid delays in financial disbursement.
- Analyzed personal sales trends to identify high-margin opportunities, driving revenue growth within the territory.
Customer Service
Convergys
Mandaue City
09.2016 - 05.2018
- Effectively managed 2–3 concurrent chat sessions while maintaining service quality and response time.
- Diagnosed and resolved customer issues related to billing, account status, technical troubleshooting, and order tracking.
- Maintained comprehensive knowledge of company products, services, and promotional offers for accurate customer support.
- Logged all interactions in CRM system with detailed notes for future reference.
- Communicated professionally and empathetically, ensuring all written responses were free of errors.
- Identified complex issues requiring specialized assistance and routed them to the appropriate department.
Customer Service
Supportsave Solutions
Cebu
12.2015 - 09.2016
- Managed high-volume inbound chat sessions and email tickets with precision and efficiency.
- Diagnosed and resolved customer issues related to account inquiries, billing, and technical support.
- Maintained comprehensive knowledge of products/services for effective recommendations and clear explanations.
- Logged all customer interactions accurately in CRM systems like Salesforce and Zendesk.
- Identified and escalated recurring issues to product team for enhanced customer experience.
- Achieved or surpassed key performance indicators such as First Response Time, Customer Satisfaction Score, and Resolution Rate.
Workforce Analyst
Kudo Support Inc.
Lapu-Lapu City
11.2014 - 12.2015
- Monitored real-time dashboards (Genesys, Nice IEX) to track call/chat volumes, average handle time, and service levels.
- Ensured agents adhered to assigned schedules by monitoring status during breaks, lunches, and meetings.
- Flagged and escalated significant deviations to team leads for immediate resolution.
- Communicated operational risks, including volume spikes, technical outages, and staffing shortages.
- Executed real-time adjustments by reallocating agents and rescheduling non-productive activities based on demand.
- Prepared and distributed intraday performance reports and end-of-day summaries to leadership from migrated data using WFM tools (Salesforce, Tableu, PowerBI)
- Provided actionable insights as main point of contact between Operations and Workforce Management.
- Highlighted wins, misses, and root causes for SLA breaches in performance reports.
Education
Bachelor of Business Administration - Marketing Management
University of Cebu-Main
06.2021
Liloan National High School
Liloan04.2013
Liloan Central Elementary School
Liloan04.2009
Skills
- Data visualization and analytics
- Salesforce and CRM optimization
- Microsoft Office Suite expertise
- Data privacy and security compliance
- Process optimization using Lean methodology
- Analytical problem solving
- Agile adaptability in dynamic environments
- Collaborative leadership and teamwork
References
- Mr. John Henry Zanoria, Founder in Lioncrest Digital Marketing
09177016618
- Mr. Nathaniel Tundag, Team Leader in TechMahindra
09549815909
Timeline
WFM/RTA
TDCX
04.2023 - 12.2025
WFM/RTA
TechMahindra
07.2021 - 03.2023
Sales Representative
Teletech
10.2019 - 01.2021
Customer Service
Convergys
09.2016 - 05.2018
Customer Service
Supportsave Solutions
12.2015 - 09.2016
Workforce Analyst
Kudo Support Inc.
11.2014 - 12.2015
Bachelor of Business Administration - Marketing Management
University of Cebu-Main
Liloan National High School
Liloan Central Elementary School