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Jesus Elijah Santos II

Jesus Elijah Santos II

Certified

Operations Analyst (E-commerce, Sales, Customer Service)

Mapúa Malayan Digital College | Oriental Mindoro, Philippines

Technologies

My Portfolio Highlights

My New Track

Excel Fundamentals

My New Track

Data Literacy Professional

My New Track

Excel Fundamentals

Inquisitive analyst, forever asking 'Why?' to uncover the truth in data.

My Work

Take a look at my latest work.

course

Data Literacy Case Study: Remote Working Analysis

Theory
course

Case Study: Net Revenue Management in Excel

Excel
course

Case Study: Analyzing Customer Churn in Excel

Excel
course

Data Literacy Case Study: Remote Working Analysis

Theory

My Certifications

These are the industry credentials that I’ve earned.

Data Literacy

Data Literacy

DataCamp Course Completion

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

Courses

Introduction to Power BI
Introduction to Excel
Introduction to Data
Data Analysis in Excel

My Work Experience

Where I've interned and worked during my career.

EVA | May 2024 - Present

Operations Analyst

N/A

Monoprice | Sep 2021 - Apr 2024

E-commerce Operations Specialist

- Microsoft Office, Microsoft Admin Center, Tableau, PowerBI, Cisco, Dynamics 365, LivePerson, NoFraud, Hubspot, Amazon Vendor/Seller Central, Target, Walmart, eBay, Newegg, Internal Tools Implemented automated reporting processes for CRM systems and executive meetings, resulting in a 50% reduction in manual data entry and a 90% increase in data accuracy. Coordinated cross-functional teams to streamline the process of handling returned items from different businesses, resulting in a 15% reduction in processing time and a 20% increase in efficiency. Streamlined manual order processing procedures by developing and implementing standardized fraud prevention protocols, reducing processing time by 40% and minimizing potential financial losses for the company.
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Acquire BPO | Feb 2021 - Sep 2021

Customer Experience Manager

- Microsoft Office, Zendesk, Internal Tools Led a team of up to 20 customer experience specialists, consistently achieving and surpassing service level agreements (SLAs) by 15%, through effective coaching, performance monitoring, and resource allocation. Developed and implemented a streamlined process for handling card transaction disputes, resulting in a 20% reduction in resolution time. Maintained comprehensive knowledge resources and escalation guidelines, empowering representatives to confidently address escalated inquiries and provide accurate and timely resolutions, contributing to a 30% increase in first-contact resolution rates.

Concentrix | Mar 2020 - Feb 2021

Sales Team Manager

- iWork Suite (Pages, Numbers, Keynote), Dash, Internal Tools Implemented a data-driven performance monitoring system to track and analyze individual and team KPIs, enabling timely identification of performance trends, resulting in being the Top Team right after being promoted. Implemented a comprehensive communication strategy, including detailed summaries and action items, disseminated to relevant team members, resulting in a 25% improvement in cross-departmental alignment and follow-up activities. Provided backup support for the workforce analyst, ensuring accurate monitoring of headcount and staffing levels on a daily basis, resulting in improved workforce planning efficiency, with a 15% reduction in staffing gaps.

Concentrix | Jun 2019 - Mar 2020

Customer Service Sales Specialist

- iWork Suite (Pages, Numbers, Keynote), Dash, Internal Tools Proactively engaged with potential customers, effectively leveraging consultative selling techniques to understand their needs and preferences, leading to at least 25% monthly conversion rate and incremental sales revenue. Demonstrated exceptional problem-solving skills in resolving customer concerns, resulting in a 15% increase in customer satisfaction scores and positive feedback Utilized active listening techniques to understand customer needs and preferences, effectively tailoring product recommendations and solutions, leading to a 20% increase in upsell and cross-sell opportunities.

Jose Rizal University | Oct 2018 - Mar 2019

Student Administrative Assistant

- Microsoft Office, Canvas LMS Provided technical support and assistance to students utilizing lab facilities, troubleshooting software and hardware issues, and delivering prompt resolutions, resulting in a 25% increase in student satisfaction with lab services. Managed the administration of exams and quizzes for professors through the learning management system (LMS), ensuring accuracy, and security protocols adherence, resulting in a 10% improvement in exam processing efficiency. Conducted regular audits of document archives to ensure compliance with record-keeping regulations and university policies, resulting in a 15% improvement in accuracy and completeness of document records.

My Education

Take a look at my formal education

Bachelor of Science - Information Technology in Data AnalyticsMapúa Malayan Digital Colleges | 2027
Bachelor of Science in Computer EngineeringJosé Rizal University | 2019
Bachelor of Science in General EngineeringBatangas State University | 2017
High School Diploma in General StudiesEMA EMITS College Philippines | 2015

About Me

Jesus Elijah Santos II

Business Operations Professional | Proven success in project leadership, efficiency & customer service. Deep expertise in e-commerce, blockchain, sales, and customer service. Let's discuss your business goals!

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