Operations & Data Analyst — Reporting, Dashboards & Workflow Automation
More than a decade in BPO and e-commerce operations, with hands-on experience in reporting, data quality, automation, client-facing analytics, and production workflow applications.
I started in customer support and gradually moved toward the systems behind the work: performance reports, data checks, shared trackers, dashboards, quality workflows, and operational tools. That progression took me from frontline support to SME, Data Analyst, Quality Analyst, Team Leader, and senior leadership roles supporting a large e-commerce account.
At Office Partners 360, supporting Wayfair, I worked across product-data accuracy, quality monitoring, internal tools, KPI reporting, and client-facing operations. In senior leadership, I developed and managed dashboards and performance trackers using Google Sheets and Looker Studio, with hands-on SQL and BigQuery work supporting the reporting process.
Since 2025, I have applied that same operational perspective across three concurrent part-time Upwork engagements for two clients in the US and Australia. One client relationship evolved from spreadsheet automation into a production healthcare workflow application: I first built the operational solution in Google Sheets, then proposed and developed a Web App frontend so users could work through a controlled interface instead of editing the underlying Google Sheets data store directly. I am continuing to deepen my analytics capability while building on real reporting, operations, and automation experience already used in client environments.
Real freelance and employment work. Confidential material is anonymized; sanitized production screenshots are used where permitted, and any recreated visuals are clearly labeled.
Expanded an existing Google Sheets-based workflow for a US Healthcare Service Client into a production Web App frontend, bringing records, visits, billing, provider workload, dashboards, and reporting into a controlled operational interface.
Developed and managed reporting for a distributed e-commerce team, using Google Sheets, Looker Studio, SQL, and BigQuery while serving as a primary client reporting contact.
Analyzed shift incidences, durations, and employee working patterns in Excel to support budgeting and operational planning.
Built spreadsheet-based reporting and workflow tools for the same US Healthcare Service Client. The Google Sheets solution became the working foundation for the later Web App frontend.
Resolved client-submitted product-data issues across large Excel workbooks so listings remained accurate, consistent, and sellable online.
Built the team’s first centralized access portal and supporting Sheets trackers while leading ticket audits, calibration, coaching, and client quality reporting.
Flagship case study · Freelance · Upwork
The second phase of a US Healthcare Service Client solution that began in Google Sheets and evolved into a production Web App frontend for operational tracking, reporting, and billing-related workflows.
Built the client’s initial reporting and operational workflow in Excel and Google Sheets, with the healthcare workflow running in Google Sheets.
Upwork · 212 billed hours · 5.0 / 5.0Proposed a dedicated frontend so users could complete operational work without editing the underlying Google Sheets data store directly.
Upwork · 108 billed hours · 5.0 / 5.0Proposed and built the Web App phase after first delivering the client’s spreadsheet-based workflow, combining frontend development, operational workflow design, reporting logic, and Google Workspace integration.
The client initially needed a structured way to manage records, visits, billing activity, provider workload, scheduling, and reporting. I first built the workflow in Google Sheets, but as the solution matured, having users work directly inside the spreadsheet that also served as the data store became a limitation.
I used the working Google Sheets solution as the operational foundation, observed how the workflow was being used, and proposed separating the user interface from the underlying data layer. I then designed the Web App around the same day-to-day processes rather than forcing users to interact directly with the Google Sheets data store.
I built a role-based production Web App that lets users manage searchable records, visits, billing visibility and weekly matrix reporting, provider workload views, dashboards, and calendar workflows through a dedicated frontend while Google Sheets remains part of the underlying data layer, with Gmail and Calendar integrations supporting the workflow.
The client moved from a spreadsheet-first operating model to a dedicated frontend for the core workflow, reducing the need for users to edit the underlying Google Sheets database directly. The Web App engagement concluded after 108 billed hours with a 5.0/5.0 Upwork rating.
These are sanitized screenshots from the production application. The client name has been anonymized as US Healthcare Service Client, patient-level information is hidden, and sensitive details are omitted or obscured for public presentation.
A distributed e-commerce team needed consistent visibility into performance metrics and priorities across client and internal stakeholders.
Developed and managed dashboards and trackers using Google Sheets and Looker Studio, with hands-on SQL and BigQuery work supporting the reporting process.
Combined dashboard maintenance with a recurring client-reporting rhythm, weekly reviews, and cross-timezone coordination.
Supported a reliable reporting process for roughly three years while serving as a primary contact for client reporting needs and performance metrics.
The client needed dependable analysis of shift incidences, durations, and employee working patterns for budgeting and operational planning.
Worked directly with large, figure-heavy Excel datasets and applied careful validation to maintain reporting accuracy.
Translated raw working-pattern data into reports the client could use for budgeting and operational decisions.
Completed 206 billed hours with a 5.0/5.0 client rating and a strong emphasis on accuracy throughout the engagement.
The client needed a more structured way to manage recurring reporting and operational tracking without relying on repetitive manual updates.
I designed custom Excel and Google Sheets trackers using advanced formulas, structured logic, and conditional formatting. For the healthcare workflow, Google Sheets became the initial operational interface and data foundation.
The spreadsheet-based workflow automated recurring status and reporting steps and gave the client a working system that could be used before investing in a dedicated frontend.
After several months of use, I proposed the next architectural step: a Web App frontend so users would no longer need to edit the underlying Google Sheets database directly. This became the foundation for the flagship healthcare application. The spreadsheet engagement concluded after 212 billed hours with a 5.0/5.0 rating.
Client-submitted tickets identified product and SKU issues that could leave listings inaccurate or unsellable online.
Reviewed variations, product names, options, details, and highlights against client requirements across large Excel workbooks.
Investigated discrepancies, applied corrections, and tracked each request through Jira.
Processed high-volume product updates while maintaining accuracy, consistency, and workflow transparency.
The team lacked a centralized place for shared resources and needed a consistent quality-review process.
Built the team’s first All-In-One Access portal and supporting Sheets trackers, while auditing agent-executed tickets against client standards.
Combined the portal with calibration meetings, targeted coaching, and recurring client quality feedback.
Established a centralized internal access tool and a consistent quality-reporting rhythm with the client.
Worked across two clients in the US and Australia. For the US Healthcare Service Client, the engagement progressed from spreadsheet automation into a production Web App after I proposed separating the user-facing workflow from the Google Sheets data layer. A separate Australian engagement focused on workforce data and working-pattern analysis. All three Upwork engagements received 5.0/5.0 ratings.
Developed and managed internal dashboards and performance trackers, supported reporting with SQL/BigQuery, led weekly client/internal reviews, and served as a primary point of contact for reporting needs.
Managed coaching and client-call calendars, led one-on-one and team coaching, tracked actions from meetings, and coordinated daily with client stakeholders on goals and KPIs.
Built an internal access portal and Sheets trackers, audited tickets, led calibration, coached outliers, and reported quality performance to the client.
Corrected high-volume product and SKU data in Excel and resolved client-submitted listing issues tracked through Jira.
Provided operational support, prepared daily team and individual performance reports, coached teammates, and monitored progress against monthly targets.
Handled real-time customer support for billing, purchases, account changes, and product concerns.
Supported telecommunications customers, diagnosed handset issues, and created escalation/support tickets.
Three concurrent part-time engagements across two clients in the US and Australia. The two healthcare engagements belong to the same client relationship and show the solution evolving from spreadsheet automation into a production Web App.
Proposed and built the Web App frontend that evolved the client’s earlier Google Sheets workflow into a controlled production interface.
View case study →Analyzed large workforce datasets for budgeting and operational decision support.
Built the spreadsheet-based reporting and operational workflow that later became the foundation for the client’s Web App.
A public-facing résumé is included with the phone number removed. It covers the roles, dates, tools, and freelance experience referenced in this portfolio.
Download public résuméOpen to operations analyst, reporting analyst, e-commerce data, analytics-support, and reporting/automation opportunities.