Niño D. Erbito
Cebu City
Summary
Detail oriented professional with over 10 years of experience in operations, workforce management and data & reporting analytics, delivering insights that improve performance and support strategic decision making.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Lead, Data Reporting & Analytics
Qualfon (Verizon Partner)
Cebu City
02.2025 - Current
- Led a team of 15 offshore digital data and reporting analysts, conducting in depth web related research and UX analysis to improve operational performance and increase digital conversion.
- Oversee all web‑related requests, including web performance monitoring, research and analysis, defect management, and development of e-commerce funnels and dashboards.
- Serve as the main poc for all web research and analysis requests from the Product & Design Team, Engineering & Development, Data & Optimization Team, stakeholders, and executive leadership.
Data & Reporting Analyst
Qualfon (Verizon Partner)
Cebu City
01.2023 - 02.2025
- Monitored and analyzed digital performance to support insights and decision making.
- Identified, reported issues and coordinated with cross functional teams to resolve the defects and ensure accuracy.
- Supported operations by providing timely data insights.
Workforce Management Analyst
Qualfon (Tracfone)
Cebu City
01.2021 - 01.2023
- Managed workforce scheduling for 3500+ FTEs, ensuring accurate staffing, coverage across multiple business units.
- Led capacity planning to optimize workspace allocation and support operational growth.
- Supported payroll processing by validating employees attendance, resolving discrepancies, and ensuring timely and accurate submissions.
Workforce Real Time Analyst
Qualfon (Tracfone)
Cebu City
01.2019 - 01.2021
- Monitored intraday operations performance, queues and FTE delivery to ensure staffing alignment with clients demand.
- Analyzed call volume trends, agent adherence, ACW monitoring, other metrics
- Performed FTE forecasting to support staffing plans and maintain coverage for daily and weekly targets.
- Coordinated and communicated with operations leaders to address operational concerns like volume spikes, system outages and workflow issues and support
Technical Support
Qualfon
Cebu City
01.2017 - 01.2019
- Provided technical assistance to users by troubleshooting system, software and network issues.
- Resolved operations inquiries through troubleshooting, documentation and guidance.
Customer Service Representative
Qualfon
Cebu City
05.2015 - 01.2017
- Assisted customer inquiries, issues and product info
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained accurate records of customer interactions using CRM systems to track issues and resolutions.
Education
Bachelor of Science - Information Technology
Asian College of Technology
Cebu City, PhilippinesHigh School Diploma -
Isabel National Comprehensive School
Leyte, PhilippinesSkills
- Proficient in data cleaning & preparation, data manipulation, data analysis & interpretation, reporting and visualization
- Advance in Excel and Digital Experience Intelligence tools like Quantum Metric and Glassbox
- Working knowledge in Python, SQL, R
- Proficient in dashboard and report creation (Excel/Google Sheet, Quantum Metric, Glassbox)
- Familiar with Power BI, Tableau and Looker studio
Technical Skills:
Soft Skills:
- Strong analytical and critical thinking
- Detail oriented and highly organized
- Communication
- Collaboration with cross functional teams
- Time management and prioritization
- Continuous Improvement, willingness to learn new tools
- Professionalism and accountability
Certification
- Certified Six Sigma Greenbelt
- IBM Data Analytics
- Google Data Analytics
- Pyton
Timeline
Team Lead, Data Reporting & Analytics
Qualfon (Verizon Partner)
02.2025 - Current
Data & Reporting Analyst
Qualfon (Verizon Partner)
01.2023 - 02.2025
Workforce Management Analyst
Qualfon (Tracfone)
01.2021 - 01.2023
Workforce Real Time Analyst
Qualfon (Tracfone)
01.2019 - 01.2021
Technical Support
Qualfon
01.2017 - 01.2019
Customer Service Representative
Qualfon
05.2015 - 01.2017
Bachelor of Science - Information Technology
Asian College of Technology
High School Diploma -
Isabel National Comprehensive School