Daniel Reyes Email & Phone Number

Strategy and Planning Associate, Logistics, Operations Department. Aug 2018 – Present.• Analyzes and prepare volume plan to increase and to balance out capacity for each couriers.• Prepares forecast models and disseminate to partner couriers.• Supports management decision with risk assessments and mitigation activities.• Provides whitelisting plan of sellers strategically by considering locations and volume wise.• Addresses demand-related issues in a timely and effective manner.• Monitor and report on important changes in platform forecasts vs actual numbers.

CX Associate, Business Transformation Department. Oct 2017 – Aug 2018.• Classifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touch points, for all kinds of customer interactions, transactions and engagements - from browsing to purchase to payment to product return to customer support.• Liaise with internal teams such as Listings, Product, Logistics, Payments etc. to ensure that gaps in the customer experience- regardless of where they occur in the journey - are plugged.• Delivers weekly timely reporting and ensure 100% delivery of datasets.• Supports a directed user research and deliver descriptive analysis.• Ensures fulfillment of datasets requirements and monitoring tasks following internal SLAs and quality assurance.• Recommends and implements process wise changes to existing procedures and strategies using insights from analytics based from NPS pain points.• Prepares and present weekly general statistics and key CX metrics to operations lead team.• Monitors Net Promoter Score, calculation from Seller, Buyer and Overall Shopee NPS to measure business growth.

Data Engineering and Processing Unit, Compliance and Fraud Investigation Services, Department Integrated Revenue Management Group, SMART Communications, Inc. 2014-2017 System Administration • Ensures that the servers are readily available and accessible throughout the year and optimized for data extractions, report generations, and automations. • Tests and performs disaster recovery procedures • Create back-end databases used for developing automated tools • Implement, extract, transform, and load ETL processes and Oracle table spaces to support investigations and analytic studies Data Engineering and Processing • Perform data preparation, mining and extraction reports for use by the Data Modelling Team Project Management • Oversee the completion of analytics projects through resource management and collaboration with external/internal partners to provide timely results Fraud Investigations • Collaborated in the fraud and hacking investigations and suggested controls in coordination with the company’s Information Asset Protection Team • Part of the team that conducts internal fraud investigation in collaboration with the Internal Audit Team.• Part of the Fraud Awareness Campaign in partnership with the Retail Group and Credit & Collection Group through regional speaking engagements.

Philippines

Financial Consultant/Special Projects Unit, Revenue Assurance, Department Integrated Revenue Management Group, SMART Communications, Inc. 2014 • Assists in Data Mining and Analytics as inputs for analytical modeling • Assists in data gathering in collaboration with the IT-Business Intelligence Group • Assists in the investigation and reconciliation of unearned revenues

Philippines

IT Help desk Engineer• Assisted in installing, configuring and supporting network equipment including routers, proxy servers, switches, WAN accelerators, DNS and DHCP• Configuring firewalls, routing and switching to maximise network efficiency and security• Served as the first point of contact for customers seeking technical assistance over the phone or email• Performed remote troubleshooting through diagnostic techniques and pertinent questions• Determined the best solution based on the issue and details provided by customers• Provide accurate information on IT products or services• Record events and problems and their resolution in logs