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Charles Andrei Alivanera

Charles Andrei Alivanera

Certified

Data Analyst

Aetion Inc., a Datavant Company | Philippines

Technologies

Design and deploy a scalable Cloud ETL pipeline (Python/SQL/AWS) for real-time data integrity.

My Certifications

These are the industry credentials that I’ve earned.

Data Engineer Associate

Data Engineer Associate

Data Engineer

Data Engineer

Other Certificates

Google Google Data Analytics

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to SQL
Intermediate SQL
Understanding Data Engineering
Understanding Cloud Computing

My Work Experience

Where I've interned and worked during my career.

Aetion, a Datavant Company | Apr 2022 - Present

Data Analyst

N/A

SuperStaff | Apr 2022 - Present

Data and Reports Analyst

Outsourced to Aetion Inc.

TDCX | Jul 2021 - Mar 2022

Resolutions Support Ambassador

Hotel/Reservations: Asia-Pacific Region Managed a high-velocity caseload of over 3,000 Tier-2 escalations, reducing the average Time-to-Resolution (TTR) by 20% against the APAC regional average through expert navigation of Airbnb’s internal diagnostic tools and policies. Maintained a 99% success rate in mediating financial disputes via the Resolution Center, directly preventing over $1.2M in potential chargebacks and platform losses related to property damage, booking fraud, and Extenuating Circumstances claims. Sustained a 97% Customer Satisfaction (CSAT) score across all interactions, successfully de-escalating and retaining over 150 high-value Superhost and frequent guest accounts, safeguarding an estimated $750,000 in annual platform revenue. Authored 4 official knowledge base guides on advanced AirCover claim processing and Host Guarantee protocols, which were adopted team-wide and contributed to a 12% decrease in case escalation rates from Tier-1 support. Selected as the subject matter expert for escalations involving Airbnb Luxe properties (portfolio value >$10M), flawlessly executing resolutions for over 60 high-stakes cases requiring coordination with legal, insurance, and executive response teams.
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VXI Global Solutions, LLC | Feb 2020 - May 2021

Account Associate

U.S. Telecommunications Account: AT&T Mobile Sales & Services (Billing and Sales) Commanded a portfolio of 1,200+ high-value AT&T accounts, consistently exceeding all revenue and service KPIs by over 40%. Architected bespoke solutions that drove a 15% uplift in Customer Lifetime Value (CLV) by strategically migrating clients to the 5G ecosystem and fiber-optic infrastructure. Engineered and executed data-driven retention campaigns that slashed voluntary churn by 8% within the first year, safeguarding over $4M in annualized recurring revenue. Pioneered a predictive churn model using SQL and R to identify at-risk subscribers, achieving a 60% success rate in proactive retention efforts. Built a business intelligence framework from the ground up using Tableau and Power BI, transforming raw data from million-record datasets into actionable strategic insights. These analytics directly informed a revised cross-selling matrix, increasing the conversion rate for value-added services by 22%. Re-engineered the team’s Quality Assurance and escalation protocols by deploying a root-cause analysis model on 10,000+ interaction logs. This initiative reduced costly repeat call volume by 30% and cut average handling time for complex issues by half, saving an estimated 2,000+ man-hours annually. Served as the designated resolution strategist for enterprise-level and FirstNet contract disputes, protecting contracts with an aggregate value exceeding $2.5M. Maintained a 100% success rate in mediating high-stakes billing and service-level agreement (SLA) conflicts, liaising directly with corporate leadership to mitigate financial and brand risk.

ibex | Jun 2019 - Jan 2020

Customer Service Representative

U.S. Telecommunications Account: AT&T Integrated Services Manager - RC1 (Billing and Sales) Achieved 'Top 1% Performer' status within the first quarter by mastering AT&T's complex quad-play product ecosystem (U-verse, DIRECTV, Wireless, and Fiber). Consistently exceeded all core KPIs, including a 145% attainment of the monthly Revenue Per Call (RPC) quota and a 98% First Call Resolution (FCR) on multi-product billing disputes. Generated over $800,000 in new Total Contract Value (TCV) within an 8- month tenure by architecting and executing a consultative bundling strategy. Successfully increased multi-play household penetration by 20% among serviced accounts, significantly boosting customer lifetime value and product stickiness. Commanded the front line of the loyalty and retention queue, de-escalating 95% of churn risks by leveraging competitive intelligence and exclusive service credits. Successfully executed over 600 'win-back' resolutions from top competitors, safeguarding an estimated $1.2M in annualized recurring revenue. Pioneered a streamlined diagnostic and resolution workflow for complex U-verse and DIRECTV integration failures, which was adopted as a team- wide best practice. This initiative reduced average handling time for technical escalations by 25% and improved the Net Promoter Score (NPS) by 15 points. Designated as the primary subject matter expert for legacy account consolidations and catastrophic billing failures, successfully reconciling systemic errors on accounts valued up to $75,000. Maintained a 100% success rate in resolving issues flagged by executive relations, mitigating brand-damaging scenarios.

Teleperformance | Nov 2018 - May 2019

Customer Service Representative

Australian Telecommunications Account: TELSTRA Hi - Jack Sales (Billing and Sales) In my foundational professional role, I served as a pioneer agent on the front lines of Australia’s nationwide NBN transition. I rapidly mastered the complex migration pathways for legacy services (Cable, Landline) to the new fiber network, achieving ‘Top 5% Performer’ status within three months by excelling in this high-stakes, technically demanding environment. Spearheaded sales and migration strategies for the NBN rollout, transforming customer anxiety and technical faults into revenue opportunities. I generated over $500,000 in new contract value by not just selling plans, but architecting seamless transitions from legacy networks, consistently exceeding sales conversion targets by 40%. Became a subject matter expert for NBN service assurance during its most challenging initial phase. I successfully resolved over 300 complex NBN migration disputes and technical faults, setting precedents for handling previously unseen network integration issues and reducing escalations to the Telecommunications Industry Ombudsman (TIO). Authored the first unofficial 'NBN Transition Troubleshooting Guide' for the team, documenting solutions for common installation and activation failures. This guide was adopted by team leaders and is credited with reducing average handling time for NBN-related technical calls by 30%, allowing the team to handle higher migration volumes. Despite this being my first professional role, my performance as an NBN pioneer led to my selection for a specialized task force handling the most critical migration cases. This foundational experience cemented my ability to thrive in ambiguity, lead through complex technical transitions, and deliver exceptional results from day one.

My Education

Take a look at my formal education

Bachelor of Science - BS, Civil Engineering & Environmental and Sanitary EngineeringMapúa University | 2018
Senior High School Diploma, Civil EngineeringNational University (PH) | 2018
High School Diploma, High School/Secondary Diplomas and CertificatesCayetano Arellano Highschool | 2016

About Me

Charles Andrei Alivanera

Analytical professional focused on Data Engineering. As a Data and Reports Analyst at Aetion, I delivers insightful client resolutions through data science and performs core ETL tasks to optimize pipelines, using Python, R, and AWS.

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