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Jonathan Guevarra

@jonathanguevarra

Data and reporting analyst at Concentrix who delivered executive dashboards and customer analytics for KPI and SLA reporting.

United States

Message

At Concentrix, I delivered executive dashboards and customer analytics to support business KPIs and SLA performance. I also extracted and transformed data for senior leadership reporting.

I maintained a SharePoint-based team resource portal for centralized reporting and internal documentation, and supported timely report distribution and cross-functional data coordination.

At JPMorgan Chase, I reviewed onboarding data across retail banking, home lending, and private banking products. I partnered with product and compliance teams on test scripts, tracked system defects, and supported internal audit documentation.

At Citi (CBPS), I managed escalated customer complaints and card-related and online banking disputes. Earlier, I analyzed customer behavior trends and prepared retention reports for BPO telecom clients at Affiliated Computer Services (ACS).

Experience

Work history, roles, and key accomplishments

Data and Reporting Analyst

Concentrix

Aug 2022 - Mar 2023 (7 months)

Delivered executive dashboards and customer analytics to support business KPIs and SLA performance. Extracted and transformed structured and unstructured data for senior leadership reporting.

Excel Power BI Tableau SharePoint Data Extraction data transformation KPI Reporting SLA Tracking

Data Quality / Script Analyst

JPMorgan Chase

Jan 2016 - May 2022 (6 years 4 months)

Reviewed onboarding data for accuracy across retail banking, home lending, and private banking products. Partnered with product and compliance teams to develop test scripts aligned with regulatory requirements.

Data Validation Test Script Development QA Testing Defect Tracking Data Governance Regulatory Compliance KYC Audit Support

Escalation Officer / Authorized Signer

Citi (CBPS)

Sep 2009 - May 2015 (5 years 8 months)

Managed high-level customer complaints from mobile, email, and branch banking channels. Acted as liaison with internal departments to resolve escalated card-related issues and online banking disputes.

Customer Escalation Dispute Resolution Card Operations Compliance Documentation Audit Readiness

Reservation Officer

InterContinental Hotels Group (IHG)

Aug 2008 - Aug 2009 (1 year)

Coordinated bookings and customer relations for global guests, including corporate accounts. Maintained data accuracy in CRM systems and coordinated with the sales team.

CRM Client Relations Booking Management Data Accuracy Cross Functional Communication

Retention Officer

Affiliated Computer Services (ACS)

Jul 2007 - Aug 2008 (1 year 1 month)

Analyzed customer behavior trends to support retention strategies for BPO telecom clients. Prepared retention reports and proposed solutions to reduce churn through customer re-engagement.

Customer Retention Data Analysis Reporting Churn Reduction Telecommunications