Gladys Marie Relao
MIS Specialist
Makati City
Summary
Analytical and detail-oriented data analyst with over a decade of experience in data validation, reporting, and process optimization across dynamic, high-volume environments. Proficient in SQL, MS Excel (VLOOKUP, INDEX MATCH, pivot tables), and Tableau for comprehensive data analysis and visualization. Demonstrates a strong ability to interpret and transform large datasets into actionable insights, supporting business intelligence and decision-making. Known for effective cross-functional collaboration, clear communication of complex data, and a commitment to data integrity and continuous improvement.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
Work History
MIS Specialist
Sun Life Global Solutions
7 2022 - Current
- Conduct in-depth data analysis to support management with insights for performance tracking and operational efficiency
- Developed and maintained Tableau dashboards to present performance metrics and trends, enhancing data accessibility for stakeholders
- Designed and distributed management reports to ensure data-driven decision-making across teams
- Provided analytical support for special projects, focusing on data accuracy and integrity in various MIS systems
Reporting Analyst
KGB Philippines
05.2018 - 07.2022
- Conducted comprehensive data analysis to identify trends and provide actionable insights, enhancing forecasting accuracy and operational planning
- Collaborated with data engineers and program managers on metrics projects, ensuring alignment on data standards and reporting requirements
MIS Validation Analyst
KGB Philippines
05.2014 - 05.2018
- Validated global data sets for integrity across multiple systems, preventing data loss and ensuring continuity in reporting accuracy
- Created and maintained reports used for monthly invoicing and ad-hoc analysis, supporting client billing and internal audits
- Conducted root-cause analysis on data discrepancies, coordinating with other teams to resolve issues and enhance data quality
Forecasting and Reporting Specialist
KGB Philippines
06.2012 - 05.2014
- Analyzed historical data to forecast hourly patterns and call volumes, optimizing workforce planning and scheduling
- Compiled and delivered performance reports for higher management, providing insights that informed staffing and resource allocation decisions
- Maintained queue reports and ensured the accuracy of forecasting tools, supporting long-term operational strategies
Workforce Monitor
KGB Philippines
09.2008 - 06.2012
- Analyzed workforce data to monitor agent productivity and ensure efficient staffing levels
- Produced daily, weekly, and monthly reports on key metrics, providing the management team with insights into workforce efficiency
Customer Service Representative
KGB Philippines
02.2006 - 09.2008
- Provided high-quality customer service, contributing to data collection for service improvement insights
Education
Bachelor of Arts - Social Sciences, Major in Political Science and History
University of The Philippines
01.2000 - 01.2004
Skills
Advanced Data Analysis
References
Available upon request.
Timeline
Reporting Analyst
KGB Philippines
05.2018 - 07.2022
MIS Validation Analyst
KGB Philippines
05.2014 - 05.2018
Forecasting and Reporting Specialist
KGB Philippines
06.2012 - 05.2014
Workforce Monitor
KGB Philippines
09.2008 - 06.2012
Customer Service Representative
KGB Philippines
02.2006 - 09.2008
Bachelor of Arts - Social Sciences, Major in Political Science and History
University of The Philippines
01.2000 - 01.2004
MIS Specialist
Sun Life Global Solutions
7 2022 - Current
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