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Edison Pascua

@edisonpascua

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Reports Analyst at SupportZebra who improved Service Level from 70% to 90% in two months.

Philippines

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At SupportZebra, I established the reporting framework and created reports and dashboards to support data-driven decisions. I improved Service Level from an average of 70% to 90% within two months.

At Cognizant, I managed recurring reporting in Looker Studio, Salesforce, PLX, and Google Sheets, and supported other accounts as they developed reports and dashboards. I also trained six analyst interns during an account expansion.

Experience

Work history, roles, and key accomplishments

Reports Analyst

SupportZebra

Jun 2024 - Dec 2025 (1 year 6 months)

Established the organization's reporting framework from the ground up, designing and implementing reports and dashboards to support data-driven decision making. Partnered with key stakeholders to identify KPIs and report utilization, reduced handling time from 10 to 7 minutes, and improved Service Level from 70% to 90% within 2 months.

Power BI Salesforce Looker Excel Google Sheets KPI Tracking Data Analysis Reporting Stakeholder Management Process Optimization

Data Analyst

Cognizant

Aug 2020 - Apr 2024 (3 years 8 months)

Managed regular reporting via Looker Studio, Salesforce, PLX and Google Sheets, consolidating and summarizing data for business reviews. Performed Value Stream Mapping, designed tooling initiatives, supported workforce scheduling, and trained 6 analyst interns.

Looker Salesforce PL X Google Sheets Data Analysis Reporting Value Stream Mapping Workforce Management Training

Project Coordinator

Cognizant

May 2019 - Aug 2020 (1 year 3 months)

Managed projects, communicated with stakeholders and vendors, and coordinated cross-functional teams to ensure timely project delivery.

Project Management Stakeholder Management Vendor Management Cross functional Coordination

Real Time Analyst

Cognizant

Mar 2018 - May 2019 (1 year 2 months)

Managed queues and maximized agent utilization by optimizing skills in real time, ensuring all intervals meet Service Level for both call and chat agents.

Queue Management Real time Monitoring Workforce Management Service Level Management