Christian B. Ibañez

Data Scientist/AI Solutions Developer - Sun Life Global Solutions Philippines, BGC - Taguig City

• Queueing Theory Capacity Analysis: Formulated and solved analytical queueing models (**M/M/c and multi-server variants**) to evaluate client-advisor arrival and service distributions in a real-world Client Service Centre, predicting branch utilization rates and deriving optimum staffing configurations. Designed a distributed queueing system based on the analysis findings. This analysis was used to assess the feasibility of installing Queueing Systems for Sun Life Client Service Center branches.
• Skills Allocation Semantic Model for Resource Management: Engineered a semantic mapping system using a **BERT transformer model (via Hugging Face)** to extract skill embeddings, correlating cosine similarity scores across employee skillset profiles to accelerate internal resource allocation.
• FTE vs. Chargeable Hours Analysis: Conducted a rigorous statistical capacity analysis for the Testing COE, applying hypothesis testing to debunk leadership's efficiency hypothesis by demonstrating that rising chargeable hours required proportional staffing adjustments rather than static FTE counts.
• RAG AI Agent Knowledge Pipeline: Lead the development of a Python-based ETL pipeline that extracts, parses, and shards Planview data for retrieval-augmented generation (RAG) for MS365 Copilot Agent and custom BMAD style persona Agent. This project automates the project status analysis and insights generation for PMO Delivery Excellence Team at a Portfolio Level
• PMO Project Status Compliance Analysis: Automated the entire weekly PMO project status compliance from data extraction, processing, AI analysis project status data to identify compliance, report creation to the stakeholders
• PCQA Automation: Worked with PCQA team for the development of end to end automation of project artifacts audit. This projects includes 2 AI Agents (1 Agent for proactive checking of artifact completeness and the 2nd Agent is for the project artifact audit) and a dashboard for the audit results
• Batch Job Data Pipeline Orchestration: Engineered a Batch Job Data Pipeline Orchestration using Python, FastAPI PowerShell, and batch scripts integrated with **Power Automate** to trigger real-time Outlook and MS Teams alerts for batch run error and automated AI generated error analysis.
• BI Dashboard Quality Audit: Conducted qualitative user interviews and usage-experience logging to diagnose business-unit Tableau dashboards for the unrealized business savings, mapping out data-quality gaps and SLA mismatches to deliver actionable redesign roadmaps.
• Agile Footprint Dashboard: Migrated manual Agile Footprint reporting by architecting a **Power Query data model** that cleans and merges multi-source sprint records, deploying a Tableau dashboard that reduced monthly report generation time from 32 hours to 30 minutes (98% time saved) with 95% data accuracy.
• Data Literacy Workshops: Conducted Power Query workshops to cultivate a data-driven mindset and improve data quality awareness, standardizing Excel workflows across PMO, PCQA, and Agile teams.

Trainings:

• Project Management Bootcamp with Generative AI Application
• 7 Habits of Highly Effective people
• Excel Power Query Beginner to Advanced (Udemy)
• Project Management Fundamentals (PMI)
• Data Storytelling for Business (StoryIQ)

Data Scientist/Business Analytics Manager - Teleperformance Philippines, EDSA Greenfield District - Mandaluyong City

• Workforce Agent Scheduling Optimization: Formulated and prototyped a workforce scheduling optimization model for an insurance account, modeling agent shift schedules, shrinkage patterns, and demand forecasts as a constrained optimization problem to minimize over- and under-capacity risk on a weekly planning horizon. Explored integer programming formulations with scheduling and resource allocation constraints.
• Predictive Attrition Early Warning System: Developed and deployed a batch prediction system utilizing supervised classification models (**Random Forest/Gradient Boosting**) across Healthcare, BFSI, and Travel accounts, achieving a **2-3% monthly attrition reduction**; integrated **SHAP/LIME explainable AI (XAI)** to generate personalized, feature-level coaching recommendations ("who to coach and what to coach") for team leaders, yielding **€2M+ in financially validated savings** in the Banking, Financial Services & Insurance (BFSI) sector.
• Sales Retention Scoring Model: Engineered and deployed mutiple classification scoring model for different product category (utilizing **Python, XGBoost, and PyCaret/AutoML** for ensembling) for an Healthcare and Life Sciences client, delivering a **5% revenue increase (~₱2M)** within three months of deployment, validated via pre-and-post-launch business metric tracking.
• Repeat Chat Root-Cause Analysis: Conducted statistical hypothesis testing (Chi-Square/ANOVA) and exploratory data analysis (EDA) in Python to isolate statistically significant drivers of customer contacts; designed a Power BI dashboard fueled by a custom **Python-to-SQL preprocessing pipeline** to enable proactive, manual tracking of repeat transaction root causes.

Trainings:

• COPC Certified Lean Six Sigma Yellow Belt (2022)
• Attended mutiple Design Thinking Workshops

Data Analysis and Visualization Analyst - PricewaterhouseCoopers Service Delivery Centre, Rockwell Business Centre - Pasig City

• Demand & FTE Capacity Optimization Model: Formulated a **Linear/Integer Programming (LP/IP) optimization model** to minimize staffing overhead while satisfying fluctuating demand; implemented the model in Excel Solver and engineered an interactive **VBA dashboard interface** enabling operations Workforce Planners to simulate staffing scenarios, input capacity buffers, and plot optimal schedules.
• Productivity Report Digitization Project: Served as Lead Developer, engineering manually-triggered **Alteryx ETL workflows** to ingest, clean, and join data from 10+ disparate operational databases; designed an interactive **Power BI dashboard utilizing advanced DAX calculations and custom data modeling** to visualize operational KPI trends, reducing daily preparation time from 3 hours to less than 20 minutes.
• Asset Management Process Automation: Designed and implemented a hybrid, multi-tool automation workflow (**Excel VBA, Alteryx, and UiPath RPA**) that digitized 100% of the preparer work for the Evidence Gathering Audit (EGA) process and automated uploading of EGAs to the internal audit portal, saving hundreds of hours across the Financial Services cluster.
• Project Management Tracker: Programmed a robust **Alteryx ETL workflow** integrated with **Google Sheets APIs** to extract, transform, and load live project tracking metrics directly into a **Tableau dashboard**, standardizing and automating multi-source reporting.
• Google Sheet to Web App Conversion: Developed and deployed a full-stack **Google Apps Script Web Application** (utilizing HTML5, CSS3, and JavaScript) to standardize user inputs and enforce real-time data validation at the entry point, completely eliminating downstream RPA bot failures caused by malformed data.
• Deployed Excel VBA solutions to speed up data preprocessing, reporting, and auditing processes in HR, Learning & Development, and Risk & Quality (R&Q).
• Pioneered the Data Analytics and Visualization delivery team, establishing the first team to deliver chargeable VBA, Alteryx, and Power BI solutions across HK, SG, and AU regions.
• Co-facilitated an internal Excel VBA Training for the Data Analytics and Visualization team, equipping teammates with macro programming skills to accelerate their own automation workflows and reinforce a culture of continuous upskilling.
• Promoted from Associate to Analyst role (2020) and transitioned from Contractual to FTE (2018).

Trainings:

• Alteryx Designer Core Certified (2019)
• DOST-Coursera Grant (2020)
• DOST-Coursera Grant (2018)

Toyota Makati Inc.

Kaizen Intern (320 Hours)

• Applied Toyota Business Practice framework, Kaizen and Lean Manufacturing principles to map processes, analyze data, and visualize the root causes of problems in the Parts Department warehouse.

Khumbu Enterprise Inc.

Work Study Practitioner - Intern (300 Hours)

• Conducted time and motion study under Merchandising Department's logistics warehouse to evaluate their staffing needs and their current method of work. Highlighted some considered non-value activities in the process and presented to the manager the output of the improved process versus the output of the current process.

VST ECS Phils., Inc.

Work Study Practitioner - Intern (72 Hours)

• Created a detailed documentation of the process flow in the provincial shipping section of the warehouse to be used for process standardization.

Master of Science in Engineering, Major in Computer Engineering

• (15 Units Earned, Discontinued: Nov 2017 – Mar 2019)
• DOST-PCIEERD's Data, Connectivity and Intelligence: Data Science Track Scholar 2017 Recipient (October 2017 – April 2018, July 2018 – February 2019)

Post Baccalaureate Diploma in Information Technology

• (9 Units Earned in parallel with Masters, Discontinued: Nov 2017 – Mar 2019)

Polytechnic University of the Philippines - Sta. Mesa, Manila

Bachelor of Science in Industrial Engineering

• Civil Service Professional Passer
• Civil Service SubProfessional Passer
• DOST-SEI Scholar (2014)

Best Data Scientist Award — Teleperformance Philippines

TP Datathon — 1st Place (Regional)

Won first place in the regional data science and analytics hackathon.

TP Datathon — 3rd Place (Global)

Placed third globally among international teams, designing and presenting predictive models.