Workforce · Data · Automation

Leading teams.
Turning data
into decisions.

Leader, Data/Reporting Analyst, and Auditor with 8+ years across Teleperformance, Optum, and startup environments. Specialist in workforce management, reporting automation, and operational efficiency.

Work With Me View Experience
Power BI VBA / Macros Power Automate Power Query Google Sheets IEX WFM SharePoint HubSpot
Thomas Francis Don
Thomas Francis Don
Leader · Data Analyst · Auditor
8+Years Exp.
4Companies
🚀Startup Pioneer
Core Competencies

Skills & Expertise

From real-time workforce monitoring to automated dashboards — a full stack of operational and analytical capabilities.

📊
Data & Reporting Analysis

Building dashboards, KPI reports, and automated data extractions that give leadership real-time visibility into operations.

Power BI Dashboard Design Reporting
⚡
Excel & Automation

Designing VBA macros, Power Query models, and automated workflows that eliminate manual data work.

Excel / VBA Power Query Power Automate
👥
Workforce Management

End-to-end scheduling optimization, real-time monitoring, staffing analysis, and headcount reporting for large operations teams.

IEX WFM Scheduling Staffing Analysis
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Audit & Quality Control

Performing operational audits to ensure staffing reports, billing data, and business processes meet compliance standards.

Internal Audit Reconciliation Charge Management
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Google Workspace & CRM

Leveraging Google Sheets, Forms, and CRM platforms to manage data, track pipelines, and support operational teams.

Google Sheets Google Forms HubSpot Avaya
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Project & Operations Management

Leading cross-functional teams, building SharePoint ticketing systems, and standardizing processes for scalable operations.

SharePoint Project Management SOPs
Career Journey

Work Experience

8+ years of progressive leadership — from customer service to workforce manager and startup pioneer.

August 2025 – June 2026 Beagle (Start-up) 🚀 Startup
Onboarding Specialist and Charge Management Lead
  • Supported Account Managers and Property Managers in the implementation of renters insurance programs across multiple property management systems (PMS).
  • Managed tenant charge processing, billing adjustments, insurance compliance tracking, and account reconciliation to ensure accurate and timely billing.
  • Prepared recurring operational, compliance, and performance reports to support account management, decision-making, and client requirements.
  • Coordinated with internal teams, clients, and stakeholders to resolve billing discrepancies, account issues, and system-related concerns efficiently.
  • Maintained accurate account setup, documentation, and process records to ensure compliance, operational consistency, and service quality.
  • Assisted in process improvements and workflow standardization initiatives that enhanced operational efficiency and partner experience.
May 2024 – Aug 2025 Optum Global Solution
Workforce Manager
  • Spearheaded a company-wide scheduling optimization process across Optum PH, improving workforce planning and operational efficiency.
  • Built automated data extraction processes to support real-time dashboards and reporting for leadership.
  • Created a SharePoint-based ticketing system using Power Automate to streamline onboarding for new Lines of Business.
Feb 2023 – Apr 2024 Teleperformance
Workforce Senior Supervisor
  • Managed a team ensuring all Teleperformance staffing project reports met company standards.
  • Held monthly calls with leadership and clients to share updates, review performance, and drive process improvements.
Oct 2021 – Feb 2023 Teleperformance
Workforce Senior Analyst (Audit Team)
  • Performed regular audits ensuring staffing reports followed company standards.
  • Led monthly calls with operations leadership and clients to share updates and review overall project performance.
Apr 2019 – Oct 2021 Teleperformance
Workforce Scheduling Analyst
  • Oversaw and optimized agent work schedules to meet forecasted demand and business needs.
  • Analyzed scheduling patterns, identified staffing gaps, and provided actionable insights to management.
Jun 2018 – Apr 2019 Teleperformance
Workforce Realtime Analyst
  • Monitored agent activity, call volumes, and real-time performance to ensure service levels were met.
  • Provided actionable insights through attendance and performance reports to drive operational improvements.
Nov 2017 – Jun 2018 Teleperformance
Customer Service Representative
  • Responded to customer inquiries via phone, email, and live chat, providing clear product and service information.
  • Resolved complaints promptly to ensure a positive customer experience.
Track Record

Key Achievements

From frontline agent to workforce manager — a consistent record of leadership, automation, and operational impact.

📈
8+

Years of Progressive Growth

Steadily advanced from CSR to Workforce Manager across major multinational companies.

⚙️

Company-Wide Scheduling Optimization

Spearheaded a new scheduling process at Optum PH that improved workforce planning across the entire organization.

🤖

Automated Ticketing & Reporting Systems

Built a SharePoint + Power Automate ticketing system and automated data extraction pipelines for real-time dashboards.

🚀

Startup Pioneer at Beagle PH

Pioneer member who built the Partner Success function from the ground up, standardizing SOPs and improving partner retention.

Startup Experience

Beagle Philippines

As a pioneer member, I built the Partner Success function from the ground up — designing the systems, processes, and workflows that scaled the business.

🚀 Pioneer Member · Sep 2025 – Mar 2026
🏗️

Built Partner Success From Zero

Pioneer member responsible for establishing the Partner Success function, creating structure where none existed before.

📋

Standardized SOPs & Workflows

Designed processes, templates, and SOPs to support rapid business scaling and ensure operational consistency.

📊

Multi-PMS Reporting Expertise

Developed expertise in reporting and managing charges across multiple Property Management Systems through self-directed learning.

🤝

Improved Partner Retention

Implemented scalable operational standards that improved efficiency, partner satisfaction, and retention metrics.

Thomas Francis Don
About Me

Leader First.
Data Professional Always.

I am a Workforce Leader, Data/Reporting Analyst, and Auditor with over 8 years of experience across BPO, healthcare operations, and startup environments. I specialize in workforce management, reporting automation, and building operational systems that scale.

My journey from Customer Service Representative to Workforce Manager has given me a ground-level understanding of operations — and the technical skills to improve them through data, automation, and smart process design.

Based in the Philippines
Pioneer startup experience at Beagle PH
Expertise across BPO and healthcare operations
Passionate about automation and workforce efficiency
🎓

Cavite State University Main Campus Indang

Diploma in Hotel and Restaurant Management · 2015 – 2017

Get In Touch
Get In Touch

Let's Work Together.

Looking for a workforce leader, data analyst, or operations specialist? Let's talk about how I can bring structure, automation, and clarity to your team.

✉️
donthomas0608@gmail.com
📞
+63 921-799-6081