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Jan Michael Lim

@janmichaellim

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Data analyst focused on cleaning, validating, and analyzing data to improve SLAs through actionable reporting.

Philippines

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What I'm looking for

I’m looking for a role where I can own data quality and reporting, turn insights into real-time operational improvements, and help optimize SLAs. I want a team that values accuracy, continuous improvement, and measurable impact.

I’m a Data Analyst who turns raw inputs into reliable insights. In my current role, I collect data from databases, spreadsheets, APIs, and third-party providers to support performance monitoring and decision-making.

I’m meticulous about data quality. I clean and preprocess datasets by removing errors, filling missing values, handling inconsistencies, and preparing structured inputs for analysis.

I dig into the “why” behind performance by analyzing data distributions, identifying patterns, and detecting anomalies. I also generate reports and use insights to support optimization and better outcomes for service delivery.

Before moving deeper into reporting, I built real-time operational expertise as a Workforce Real time Analyst. I monitored incoming calls, agent availability, and workload distribution, tracked call queues and schedule adherence, and made real-time adjustments to meet service level agreements (SLAs).

Experience

Work history, roles, and key accomplishments

Data Analyst & Reporting

PanAsiatic Call Centers Inc.

Jan 2021 - Mar 2026 (5 years 2 months)

Collected and harmonized data from databases, spreadsheets, APIs, and third-party providers. Cleaned and preprocessed datasets by removing errors, filling missing values, handling inconsistencies, and supporting analysis through distribution, pattern, and anomaly insights.

Data Collection API Data Support Data Cleaning data preprocessing Data Validation Anomaly Detection Descriptive Analytics Reporting

Workforce Real-Time Analyst

PanAsiatic Call Centers Inc.

Dec 2010 - Jan 2021 (10 years 1 month)

Monitored incoming calls, agent availability, and workload distribution while tracking call queues and agent adherence to schedules. Made real-time adjustments to meet SLAs and generated reports to support service optimization.

Monitoring SLA Management Workforce Optimization Workload Distribution performance reporting

Customer Service Representative

PanAsiatic Call Centers Inc.

Sep 2010 - Dec 2010 (3 months)

Provided positive, empathetic, and professional customer support by responding promptly to inquiries. Maintained accurate records of customer interactions, transactions, comments, and complaints.

Customer Support inquiry handling Active Listening Complaint Handling Documentation Empathetic

Customer Service Representative

Teleperformance

Jun 2007 - Sep 2010 (3 years 3 months)

Supported customers with a positive, empathetic, and professional approach while responding promptly to inquiries. Recorded and maintained customer interaction, transaction, comment, and complaint information for follow-up.

Customer Support inquiry handling Active Listening Complaint Handling Documentation Empathetic