Andrew Espiritu Email & Phone Number

United States

Business Analyst for AppleCare Workforce Management

San Francisco Bay Area

• Data analysis: Coordinate internal/external reports through analyzing and summarizing raw data from SQL and information from cross functional departments using advanced Excel and Salesforce Einstein Analytics
• Project management: Evaluate and monitor the performance and efficiency of service programs to ensure that implementation is within scope of key stakeholders’ expectations and on target for strict 24 hour deadlines
• Process implementation: Create, update, edit and enhance process maps and knowledge base articles for worldwide contact centers to be used to troubleshoot end user hardware and software related issues
• Marketing & Finance Planning: Benchmark competitors and survey market landscape to introduce revenue generating programs and identify cost saving areas in end user support communications
• Presentation: Prepare presentation materials and reports for upper management and client level audiences

San Francisco Bay Area

• Community management: Overhauled current partner program by analyzing current process, identified areas for improvement, and implemented new ideas and changes to enhance user experience
• Customer support: Served as a Tier 3 support representative to over 4,000 members of the FileMaker Community by solving cases on a daily basis which included: login issues, partner application status, internal sales.
• Administration: Managed databases for partner listings on websites, sent out boxed product, letters, and certificates to end users, and completed numerous project tasks in JIRA for the launch of the FileMaker 15.
• Reporting: Created and composed reports from multiple databases for the international marketing and sales teams to create fiscal year goals

Pleasanton

• Data entry: Collected data and completed key technical and financial documents for multiple server infrastructure projects in Excel and web applications for IBM
• Project Coordination: Oversaw team’s work queue by maintaining data for high priority projects in multiple developer applications to ensure deliverables were met on time
• Meeting Moderation: Scheduled and hosted the weekly team meetings to discuss action items within the team and solve issues hindering with daily workflow
• Recruitment: Assisted with reviewing and interviewing candidates for team positions and onboarding new staff with detailed training

Toyonaka Campus

• Led discussions with native Japanese university students to develop student vocabulary and conversation skills in English
• Promoted a friendly welcoming environment while discussing intense issues like culture shock

Oakley, CA

• Assisted and interacted with customers developing long standing professional relationships while engaging them in daily conversations, bagging their groceries and escorting them to their vehicles
• Organized shelves and front-end displays to give the store a professional look
• Provided world class customer service and was recognized for going above and beyond for the customer as exemplified by World Class Service awards and written customer compliments

Bachelor Of Arts (B.A.), Japanese Language And Literature, 3.764

Activities and Societies: Cal Japan Club, Nikkei Student Union

Education record

One year exchange program which focused on Japanese, International Cultural Studies, and the introduction to Legal Studies. Counted as UC.

4.0

Received a certificate of participation in International Alliance of Research Universities Global Summer Program’s course “Japan in.

Certificate Of Completionn: Japanese