InfoTrust

✨ Leading the full cycle of high-impact digital analytics projects—bridging the gap between clients and internal teams to ensure every goal, metric, and deadline is aligned and delivered.

⭐ Key Contributions:
Facilitated discovery sessions to turn business needs into clear, actionable implementation plans.

Linked GTM containers to servers and conducted thorough QA testing to ensure flawless tag deployment and accurate data collection.

Managed timelines, priorities, and scope by aligning with cross-functional teams and proactively solving roadblocks.

Implemented robust tracking strategies using GA4, Google Tag Manager, Meta Pixel, Floodlight, and Campaign Manager.

Audited dataLayer structures, enforced best practices, and validated tracking setups for precision and integrity.

Shared insights and strategic recommendations that elevated digital performance and decision-making.

Maintained strong client communication with consistent updates, reports, and collaborative sessions.

Stepped in to resolve blockers, adapt strategies, and guide stakeholders through evolving business needs.

Mentored peers and actively contributed to team knowledge-sharing and continuous improvement.

🎯 Additional Leadership:
Served as Ticketing Lead for the PH team—managed SLA compliance, ticket assignment, and daily overdue monitoring.

Maintained the Daily SLA Report to boost team visibility and accountability.

Supported consultants in resolving client queries swiftly—upholding a culture of excellence and client satisfaction.

Skills: GA4 · Google Tag Manager · Meta Pixel · Campaign Manager · Floodlight · Digital Analytics · Project Management

Digital Analytics Associate III

Supported digital analytics implementation for enterprise clients by resolving technical requests, documenting best practices, and contributing to internal knowledge sharing. Acted as a reliable support partner to Consultants and Senior Consultants by ensuring timely, high-quality responses to client inquiries.

Key Contributions:

Resolved technical tickets and client queries with precision, assisting Consultants in GA4 and GTM implementations and configurations.

Produced detailed technical audit reports, identifying gaps and recommending enhancements to improve Google Analytics data architecture.

Executed thorough QA and validation processes for GTM deployments, ensuring data integrity and proper event tracking.

Contributed to the team’s knowledge base by assisting in documentation and ongoing education efforts across InfoTrust.

Proactively identified opportunities to streamline processes, increase implementation accuracy, and support the overall success of client engagements.

Skills: Google Analytics · Google Tag Manager · Technical Audits · QA Testing · Client Support

Digital Analytics Coordinator

One.com

Delivered responsive technical support for web hosting clients across Europe. Resolved a wide range of website, email, CMS, and hosting issues via live chat and email, while also contributing to internal quality assurance and customer care processes through multiple promotions.

Key Responsibilities:

Assisted customers in setting up online accounts, troubleshooting domain, website, and email-related concerns.

Diagnosed and fixed website errors, incoming/outgoing email issues, FTP access problems, and CMS-related bugs (WordPress, Joomla, Drupal).

Edited and resolved basic HTML and PHP code issues, including checking PHP mail settings and configuration.

Handled sales and account-related inquiries, escalating complex issues to the appropriate departments when needed.

Responded to customer queries via chat and email, ensuring prompt and professional support aligned with service SLAs.

Additional Roles and Contributions:

✅ SMACC Helper (Customer Care & Reporting)

Responsible for handling escalated customer complaints through email.

Prepared and submitted monthly reports to upper management, highlighting recurring issues and opportunities for service improvements.

✅ Quality Assurance (QA)

Conducted regular monitoring of chat and email interactions to ensure service quality, accuracy, and adherence to support protocols.

Generated weekly QA evaluation reports for Support Coordinators, supporting team development and service excellence.

Skills: Web Hosting Support · CMS Troubleshooting · HTML/PHP Debugging · Email Configuration · QA Monitoring · Complaint Handling · FTP · Customer Success

Technical Support Specialist

Acquire Asia Pacific

Acquire BPO was established in 2005 as a captive environment by two Australian entrepreneurs in response to the lack of offshoring providers with a solution that met their high standards. 

o	Assisted customer’s in setting up their online account
o	Provided billing information
o	Processing cancellation
o	Provisioning IP phones
o	Documenting customer complaints up to the solutions provided.
o	Giving customer’s instructions on how to send and receive faxes using their acct and email
o	Assisted customer in uploading the call controller applications on their computer
o	Providing instructions on how to use the call controller
o	Assisted customers in downloading the call controller to their mobile phones (Iphone, Blackberry, Android)

- Has been awarded as best Customer Support Agent with high QA score
- Received 100% QA score for providing best customer service experience

Technical Support Representative

Stream Global Services

Stream Global Services (formerly known as Global BPO Services Corp.), was a BPO company acquired by Convergys thru a definitive merger, with more than 37,000 employees in 22 countries in 50 contact centers; it managed more than 100 million voice, e-mail, and chat contacts a year. The footprint of the company included countries across North America, Europe, Asia Pacific, Latin America, Middle East and Africa delivering service in over 35 languages[

o	Troubleshooting hardware problems for HP Printers
o	Assisting new customers in installing the cartridges in the printer
o	Isolating cartridge error
o	Assisting customer’s in installing the printer’s driver to their computer
o	Helping customers on how to set-up the fax
o	Giving instructions to the customer on how to send and receive fax
o	Documenting customer complaints up to the solutions provided.
o	Do up-selling of laptops, computers, printers, inks, etc

- Has been awarded as top seller for HP products like inks, printhead and printers.
- Has been awarded as top agent for HP Technical Support

TRACCS

TRACCS was founded in Jeddah, Saudi Arabia in 1998 to provide world-class public relations services for the Kingdom’s business community and to multinational enterprises operating in the country. Within a year TRACCS became the leading public relations practice in Saudi Arabia – the region’s largest economy – a position the company has maintained for more than a decade.

o	Works in the operations division – media monitoring & clipping for the set clients to be handled
o	Works in coordination with the Media Manager to support the reporting and media monitoring & clipping structure of the company
o	Works as a link between the departments (client servicing – media – operations) to update the teams on the clients requirements for reporting and media analysis
o	Responds to client media requests
o	Keeps track of media data-frequency, circulation, language, etc
o	Generates weekly and monthly reports on media coverage and analyses for clients
o	Answering phone calls

Operations Executive

Sitel

Sitel delivers world-leading, industry-specific customer experience solutions.

o	Troubleshooting hardware problems for Lexmark Printers
o	Assisting new customers in installing the cartridges in the printer
o	Isolating cartridge error
o	Assisting customer’s in installing the printer’s driver to their computer
o	Helping customers on how to set-up the fax
o	Giving instructions to the customer on how to send and receive fax
o	Documenting customer complaints up to the solutions provided.

Promoted as Call Screener

•	Call Screener (LEXMARK printer Account)

Responsibilities:
o	Listening to agents while having their call and to recorded calls as well to ensure that they can satisfy the customers by giving the right solutions to problems in a nice manner.
o	Rating the agents based on how they handle the customer inquiries and complaints.
o	Processing and approving replacement of agents 
o	Forwarding reports of agents performances to the Manager

- Was awarded as Best Call Screener for 2009
- Received a perfect QA score for providing best customer service experience
- CSAT generator for having 10 recommendations with highest scores from customers
- Was awarded as Best Agent of the Month

Sykes

SYKES is a global leader in providing comprehensive customer contact management solutions and services in the business process outsourcing (BPO) arena. Headquartered in Tampa, Florida, with customer contact management centers throughout the world, specialize in flexible, high-quality outsourced customer support solutions with an emphasis on inbound customer care and technical support.


o	Troubleshooting and configuring internet connection of our customer
o	Assisting customers on how to set-up their email
o	Sending dispatch if there are lines that need to be fixed
o	Documenting customer complaints up to the solutions provided
o      Making sure that all calls are logs and documented

- Received commendations from customers for solving their issues in a timely manner.

TELUS

For more than 100 years, TELUS has been delivering innovative telecommunications solutions to Canadians,  from British Columbia and Alberta to become the Canada's second largest telecommunications company.

o	Troubleshooting hardware problems for XBOX (games console by Microsoft)
o	Assisting customers on how to connect the XBOX console to their computer or television.
o	Giving instructions to the customer in case they need to send the console back to our repair center
o	Processing replacements of console for the customer
o	Documenting customer complaints up to the solutions provided

Customer Interaction Associate

Digital Analytics Associate

Hi! I’m Mitch — a Google-certified Digital Analyst with a strong background in digital analytics, tag implementation, and client-facing project leadership. I bring over a decade of experience in both technical support and digital marketing analytics, with a focus on delivering accurate data, meaningful insights, and seamless tracking setups.

Currently working as a Digital Analytics Associate III at InfoTrust, I lead the end-to-end delivery of analytics solutions using tools like GA4, GTM, Meta Pixel, and Campaign Manager. I collaborate closely with internal teams and client stakeholders to ensure smooth implementation, QA, reporting, and actionable insights.

My core strengths include:
🔹 Google Analytics 4 (GA4)
🔹 Google Tag Manager (web & server-side)
🔹 Technical audits and QA testing
🔹 Client support and troubleshooting
🔹 Cross-functional project coordination
🔹 Ticketing systems, reporting, and SLA monitoring

I’m a fast learner, resourceful, and thrive in remote-first environments. I’m now looking for a full-time, remote-only opportunity where I can continue using my skills to solve problems, improve systems, and drive smarter digital decisions.

Let’s connect!

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