Anthony Eigo
Queens
Summary
Results-driven analyst with expertise in speech technology and business intelligence automation. Delivered recommendations for process improvements that enhanced customer experience and agent efficiency, while achieving cost savings. Demonstrates strong analytical skills and critical thinking in data-driven environments, consistently meeting and exceeding objectives.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
Consultant
Concentrix
New York
03.2021 - Current
- Collected and analyzed customer feedback, behavior, and market trends to identify customer needs and pain points.
- Identified areas for improvement in the customer journey and proposed solutions to enhance customer satisfaction.
- Improved reports on customer feedback and operational performance to enhance decision making.
- Analyzed client needs to develop tailored consulting solutions.
- Conducted interviews, focus groups, and observations of client personnel to document business and operational processes for process improvement initiatives.
- Assist in leading the project team to successfully complete all phases of client engagements, including planning, due diligence, discovery activities (such as data collection and focus groups), data cleaning, qualitative and quantitative analysis, and reporting results
- Develop key components of client deliverables (including ROI analysis, statistical analysis, strategic assessments, communications, and business processes) and/or supervise the work of project analysts.
- Present findings to stakeholders in both internal and client-facing presentations
- Collaborated with stakeholders to define project scope, objectives and deliverables.
- Prepared comprehensive reports detailing project findings and insights.
- Collaborated with teams to implement strategic initiatives.
- Researched industry trends to inform client recommendations.
Senior Manager, Regional Business Analytics
TDCX
01.2018 - 12.2018
- Manages a team of senior analysts that support the analytics and business intelligence needs of the Company on a regional and corporate level.
- Develops business intelligence tools and reports for across all departments and clients of the Company.
- Developed process/tool that improved detection of potential fraudulent activities in a hospitality account by 100%, reducing fraud activities by 80%.
- Created BI tools for sourcing and talent acquisition team (DHS - Digital Hiring Solution) to facilitate real-time hiring information, mitigating issues and exceeding client expectations.
- Works with the Business Development team during their RFP (request for proposal) to potential clients by developing prototypes / mock-ups dashboards.
- Conducted ad hoc analysis of metrics to enhance performance.
- Standardized human resources data across all regions and sites, enhancing demographic analysis capabilities for HR.
- Statistical analysis for Employee Survey which led to successful action planning for department heads. TDCX belongs to one of the best employers in the Philippines and Singapore.
- Project was featured in company’s website: https://www.tdcx.com/industries/social-media
Manager Operational Analytics
Convergys
02.2017 - 01.2018
- Assessed call center processes impacting customer satisfaction scores and contributed to designing and implementing improvement initiatives.
- Interpreted performance trends and identified root causes to support and champion performance improvement efforts.
- Analyzed call center performance and customer satisfaction data, supporting operational improvement initiatives.
Customer Insight Lead
Convergys
08.2014 - 02.2017
- Delivered targeted analytics to enhance customer experience and support operational KPIs.
- Ensured quality of customer insight data by leading calibration sessions and verifying accuracy and consistency among team members.
- Analyzed the data collected by the Customer Insight team from call recordings/ chat transcripts.
- Led successful Six Sigma projects that achieved performance uplifts, reduced costs, and improved processes.
- 50% reduction in unnecessary transfers to Live Chat. The project identified people, system and process constraints. Annual cost saving for the client 300K AUD.
- Reduced chat time by approximately 200 seconds by addressing staffing issues.
Reports Analyst
Convergys
01.2014 - 08.2014
- Analyzed complex data sets to identify trends and insights.
- Developed comprehensive reports for management review and strategic planning.
- Assisted in developing reports for senior leadership team, enhancing insights for strategic planning.
- Reported to Site Directors, managing site-level data and generating reports to support decision-making.
- Collaborated with cross-functional teams to enhance reporting processes.
Team Leader
Convergys
05.2009 - 01.2014
- Led daily team meetings to enhance communication and alignment on objectives.
- Coordinated workflow among team members to ensure project timelines were met.
- Monitored key performance indicators to identify areas for process improvement.
- Developed reports for senior leadership team to support decision-making and strategic planning.
- Managed site level data and reports for Site Directors, ensuring timely and accurate information delivery.
SME/Technical Support Representative
Convergys
11.2005 - 05.2009
Education
Dentistry -
University of the Philippines
ManilaSkills
- Business intelligence
- Data analysis
- Power BI
- Tableau
- Tableau Prep
- Power Query
- ETL
- SQL
- Power Platforms
- Google Cloud Platform
- Fabric
- Fabric technology
- Excel
- MS office
- Project management
- Six Sigma
- Research skills
Certification
Tableau
Timeline
Consultant
Concentrix
03.2021 - Current
Senior Manager, Regional Business Analytics
TDCX
01.2018 - 12.2018
Manager Operational Analytics
Convergys
02.2017 - 01.2018
Customer Insight Lead
Convergys
08.2014 - 02.2017
Reports Analyst
Convergys
01.2014 - 08.2014
Team Leader
Convergys
05.2009 - 01.2014
SME/Technical Support Representative
Convergys
11.2005 - 05.2009
Dentistry -
University of the Philippines