Ria Juvica Panugan

Ria Juvica M. Panugan - |-| www.linkedin.com/in/riapanugan/ | public.tableau.com/app/profile/riapanugan/ EDUCATIONAL BACKGROUND De La Salle University BS Business Management with Minor in Data Science ● Overall GPA: 3.39 | Honorable Mention and Dean’s Lister ● Best Thesis in Decision Sciences & Innovation Department - Silver San Beda University - Legarda, Manila ● Best in Research Paper - Silver ● Academic Distinction Malate, Manila AREAS OF INTEREST / SPECIALTY ● ● ● Data Analytics & Modeling Stakeholder Management & Enablement Customer Relationship Excellence ● ● ● Business Analysis & Operations Strategy Quality Assurance Digital Transformation WORK EXPERIENCE Emma - The Sleep Company Business Development Philippines Part-Time February 2024 - Present Responsibilities: ● ● ● Conducted market research and data analysis to develop business strategies, boosting market share. Collaborated with a partner marketing agency managing marketplaces in the Philippine market to refine and implement a promodizer strategy. This involved aligning marketing efforts, optimizing in-store promotions, and ensuring consistent brand messaging across all touchpoints. Spearheaded the preparation for entering the retail industry by product positioning, and the development of go-to-market strategies, ensuring a successful launch and establishing a strong retail presence for our product. Operations – Customer Excellence Performance Management Intern Responsibilities: ● ● ● ● ● Managed escalated support operations for AU/NZ markets, ensuring smooth processes and effective resolution of critical issues. Led deep-dive research using data analytics and Python to analyze customer experience performance data and NPS trends, presenting insights that drove strategic decisions and improved customer satisfaction. Implemented semi-automated process improvements for data pulling and warehousing, enhancing data accessibility and efficiency. Elevated customer satisfaction from 65-70% to 96% and maintained strong stakeholder relationships by delivering comprehensive performance reports. Spearheaded training initiatives for the market’s support agents for skill improvement on cross-selling and relationship management. BreederDAO HR – People Strategy Intern October 2023 - January 2024 Responsibilities: ● ● Designed employer branding strategies and improved internal data management processes. AEnhanced communication between HR and employees, increasing engagement by organizing company-wide events. Teleperformance – Mckinley Technical Operations Representative January 2023 - October 2023 Responsibilities: ● ● ● Provided technical support across multiple channels, resolving complex issues with a customer satisfaction rate of 95%. Offered insights and product recommendations, boosting client retention and cross-selling success. Prioritize customer satisfaction, consistently striving to exceed expectations and build brand loyalty through exceptional support. DLSU Innovation and Technology Office October 2022 - December 2022 Talent Acquisition and Events Management Intern ● Organized and executed a successful recruitment bazaar for companies, attracting top talent. ● Managed the employee recruitment process, including organizing 201 files. ● Coordinated resume screening to streamline candidate selection. SKILLS AND RELEVANT INFORMATION Technological Skills: Data Analytics, Basic SQL & Python, Data Transformation, Database Warehousing/Management, MS Office Excel, Google Suites, AI & Machine Learning Fundamentals, Tableau, Snowflake Certification: GL - Data Visualization with PowerBI, AWS - Machine Learning Readiness, Snowflake - Data Warehousing, CISCO - Data Analytics, CISCO - Intro to Data Science, IMAS - Lean Six Sigma White Belt, TESDA Events Management NCIII STUDENT LIFE & VOLUNTEERISM Cream Silk Keraverse April 2023 Event Management Volunteer ● Coordinated event logistics, vendor management, and cross-functional teamwork, delivering exceptional customer service to ensure smooth event execution and support for the Project Head.. DLSU BLAZE 2022 Batch Government 2022 - 2023 Chairperson for Integrated Marketing Communications ● Oversaw strategy development, campaign execution, and coordination across various marketing channels to enhance brand visibility and engagement. DLSU Annual Recruitment Week 2021 July 2021 - November 2021 Project Head ● Led a team of event coordinators by defining roles and responsibilities, provided guidance throughout the planning process, collaborated with co-heads to streamline recruitment for 49 DLSU organizations, and developed marketing content and strategy to support recruitment initiatives.