Jason Alcantara Email and Phone Number

• With data-driven analysis, improve underlying data quality through improved processes, internal applications and tools, user education and guidelines• Extract data from multiple databases and system sources using SQL and reporting tools for analytical efforts and status reporting• Investigate data activity, conduct data assessments and mapping to build data-cleansing specifications derived from system logic and corresponding business rules• Provide a balanced perspective to propose fact-based solutions that maintain data integrity and satisfy business requirements• Liaison between technical and non-technical audiences to facilitate cross-functional meetings and decisions• Problem solve and conduct root-cause analysis with a data-based approach and mindset by leveraging our Data Quality Dashboard, querying and extracting data from multiple datasets in Oracle SQL Developer, and visualizing results through pivot tables and charts in Excel and Powerpoint• Through data analysis, identify, understand, and solve for opportunities in business processes and recommend cost- and time-effective solutions that best address process gaps• To strategize and prioritize future tool-related enhancements, triage system-related issues, validate with data, and disposition ServiceNow incidents raised by users experiencing challenges with system tools• Enhance and maintain the Data Quality dashboard by obtaining internal customer insight from feedback loops, understanding requirements, and implementing solutions leveraging JIRA Kanban boards and issues

• In alignment with the Program Manager and Executive Sponsor, project managed milestones, budget, communications, and rollout of one of 2019’s four Customer Experience Initiatives (CXI)• Conducted analysis of ServiceNow incidents related to data requests from the business, including volume per business unit, resolution cycle time, volume of touch points, and cycle time between touch points, then generalized and translated findings into visuals for stakeholder presentations

• CSM lead and representation for the Customer Care organization during two major acquisitions to ensure implementation of processes, people, and systems to support 40 new Care employees and over 1200 customers within tight timelines

• Take ownership and drive issues to resolution through collaboration with cross-functional teams to ensure client satisfaction• Manage multiple projects to fulfill services ahead of deadlines according to clients' needs• Onboard and educate clients around Equinix policies, procedures, and client-facing systems• Effectively communicate and set proper expectations to build and foster client relationships• As the clients' advocate, analyze clients' needs and insights to propose process improvements and solutions, accounting for cross-functional stakeholders

• Coordinate execution of hundreds of promotions beginning with vendor contracts to choice of marketing vehicle to exceed revenue goals and increase the company’s bottom line• Efficiently input data in proprietary systems to accurately reflect vendors’ Notice of Promotion Allowances, and verify items are competitively priced to effectively capture market share• Research products’ past sales performances to create and proof weekly advertisements• Compare and classify data in Excel spreadsheets for post-promotion data analysis• Strategically build planograms for merchandising teams and verify “4 P’s of Merchandising:” product, place, price, and promotion, to increase revenue• Meet short deadlines requiring cross-department collaboration for various projects and resolve promotion inquiries

• Consulted with clients regarding wireless needs and solutions to increase revenue and profitability• Top performer in October 2014 for Home Solutions and Customer Service ratings• Organized weekly merchandising resets requiring high attention to detail as new marketing campaigns required new tags, signage, and collateral

• Analyzed business reports to identify areas of opportunity while recognizing associates for strengths in performance • Recommended complete solutions through discovery of clients' known and unknown needs• Took ownership, de-escalated, and resolved any client concerns• Troubleshoot clients' devices to identify software or hardware defects and provided solutions to ensure client satisfaction• Strategically created weekly schedule based on store's staffing needs and forecasts, and reviewed associates' time punches and overtime in regards to California's labor laws• Facilitated completion of associates' e-Learnings and aid in onboarding process for new hires• Motivated and trained associates around new company initiatives• Created reports, trackers, charts, and comparison tools in Microsoft Excel

• Increased client satisfaction from 83% to 90% by listening and understanding clients’ needs• Raised Geek Squad services attach rate from 27% to 41% through development of team members in product knowledge, customer service, and solutions selling• Reduced returns and improved client experience through attention of tiny details in complex orders, over-communicating with clients to ensure a seamless transaction, and receiving experiential feedback • Positively and encouragingly motivated team, and received 4.4 of 5 stars for employee satisfaction• Facilitated employee completion of eLearning certifications and assessments• Consulted with peers in cross-functioning departments such as corporate support, warehouse, third-party companies, and in-store vendors to resolve the most challenging issues• Identified opportunities to improve efficiency in standard operational procedures• Mastered logistics across multiple systems to support operations and improve customer experience• Coordinated weekly ad reset to reflect new promotions in price tags, signage, and fliers

• Enhanced students’ understanding of a curriculum by aiding them with and reviewing their homework, then assigning additional worksheets• Led multiple projects such as SAT preparation classes and Summer lesson plans• Communicated with parents regarding students’ progress and recommended courses• Prepared class of twenty students for STAR testing, resulting in a 20% increase in Math and English proficiency