Kristoffer T. Pimienta

*** ********* ********, ***** ***** Hills, Baguio City,

Philippines

admku6@r.postjobfree.com admku6@r.postjobfree.com

091******** Skype ID: iamtoph3r15

PROFESSIONAL EXPERIENCE

TDCX– Google

Date – May 1, 2017 - Present

Global Work force Lead – Google ETO SRD / Google FM – Google AdWords Provide enterprise reporting, queue monitoring and incident management to our client’s vendor sites spread across APAC, EMEA and AMER regions.

Coordinates appropriate staffing allocation and availability of call center staff in order to achieve service level objectives. Monitors site to ensure optimal staffing levels.

Adjust intraday forecasts derived from understood business drivers to determine required staffing levels by projecting call volumes, call duration, and required staffing levels using current trends and historical data. Administers volume contingency action plans as deemed necessary and appropriate. Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals.

Create volume forecasts, call arrival patterns, and provide insights on optimal headcount required to meet SLA for each market/vendor.

ViralBrand

Date – January 2, 2020 – March 8, 2021

Administrative Support Lead

Creates array of database for the company and clients. Responsible for contributing to the success of all projects and operations of ViralBrand, The McCord List, Administrative responsibilities for both campaign and sales related tasks, utilizing Clickup, KEAP, DisplayR and the Client Updates/related spreadsheet tabs and details listed in the client’s approved Scope of Work. Maintain website display and design by using Squarespace and DisplayR. Maintain standardized Capacity Plans, including tracking the productivity and performance figures for all sites within the network.

Identify potential performance issues/opportunities to enhance operational efficiency. Transform data into actionable insights to help our client and management team make informed decisions in staffing and daily operations.

Linkage Web Development (CustomADesign)

Date - October 22 2016 - February 3 2017

Project Manager

In charge of a specific projects given by the company. As the project manager, Manage, plan, budget, oversee and document all aspects of the projects given. Spearheads the growth of the team and make sure that all the clients are satisfied. Provide administrative support to the CEO team

Provide administrative support on all assigned activations Provide administrative support to Operations Lead

ITech Web Magazine / Paypercontent / HNGN / Blasting News Date - February 1, 2016 – May 1, 2018

Content Writer

Well versed with SEO and Associate Press Style of Writing. Consistent top hitter in any niche that is provided by the editor.

Promote Articles In Social Media Accounts.

Produced 5 articles per day.

TELEPERFORMANCE

Date – September 2 2014 – April 28, 2016

Workforce Scheduling Analyst

Produce weekly schedules for average of 400 Customer Service Representatives based on forecasted volume and workload to ensure adequate staffing levels for our phone, email and chat contacts. Build models that would allow us to create a part time workforce that we can leverage for high volumes both intra and inter day

Manage overtime to hit labor budgets

Make recommendations, set priorities, and make explicit resource considerations when planning and scheduling training or initiatives

Manage vacation allotments for employees to ensure appropriate staffing Very strong sense of future forecasting and long term models of contact volume using previous business trends and real time business trends while maintaining variance KPI’s set Coordinate with Ecommerce Call Center leadership to incorporate seasonal variations, cross training, and special events that impact contact volume

TELEPERFORMANCE

Date – April 2 2012 – September 1 2014

Mission Control Analyst/Real Time analyst

Act as a first point of contact for any escalations, outages, system issues or any other production impacting situations. Follow appropriate procedures.

Co-ordinate and collaborate with operations and other departments to ensure smooth functioning of the production environment.

Prepare Intra-Day and End-of-Day Client and Internal reports while ensuring timeliness and accuracy of data. Analyzing real-time call trends and make adjustments to staffing to ensure service levels as well as companies financial goals (efficiencies) are met.

TELEPERFORMANCE, TOSHIBA

Date – March 7 2011 – April 1 2012

Technical Support Representative, Inbound Call Center Deliver world class customer service and build customer satisfaction and loyalty. Provide a quality and strike first call resolution on customer’s issues. Handles not only software related issues on the laptop but basic hardware issues as well. Evolve Marketing Solution

Date - February 28, 2010 - August 30, 2010

Data Analyst

Provide high quality resolutions with regards to client request. Manages Simple SEO Task.

Gather and Analyze data that is provided by the clients. Data gathering/mining.

SITEL, RCN Account

Date – January 18 2009 – February 26 2010

Customer Service Representative, Inbound Call Center Handled high volume of calls with regards to the customer’s account, issues and suggestions for the company Managed multiple questions about refunds, over payment/double payment and missing payment Exercised strong interpersonal communication skills with customers and department personnel SITEL, AT&T (American Telephone & Telegraph) Account Date – October 16, 2007 – December 29, 2008

Technical Support Representative, Inbound Call Center Deliver world class customer service and build customer satisfaction and loyalty. Strive for one-call resolution of customer issues. Strike a positive and cooperative tone with both customers and coworkers. Demonstrate best judgment in the disbursement of adjustments and credits. Increase the customer experience by providing information on new products, rate plans, and services through up selling opportunities.

RMN Network I.FM, Session Road, Baguio City, Philippines Date –07/11/2007 – 12/21/2007

Network Administrator

Enhance and support a relational database application used by the radio station Handled software development, database administration, system administration, future requirements planning, PC hardware/software support, user support and daily operations. Implemented major improvements in automation of administrative and operational procedures, including distributed-database updates and data integrity checks, data transmission processes, managerial status reports and data backup, which allows programmers more time to work on upgrade and development tasks. EDUCATION

University Of Baguio

Bachelor of Science in Information Technology

Graduate

April 2008

Saint Louis University

Bachelor of Science in Information Technology

2004-2007

University of Baguio, General Luna Rd. Baguio City Bachelor of Science in Information Technology

Graduate

March 2007

SKILLS:

Excellent English Communication Skills

Proficient in Microsoft Office applications such as Word, Excel, PowerPoint, and Outlook Knowledgeable with website editing and basic coding Efficient in report generation, analysis, evaluation and documentation Has strong motivational, team building, and leadership abilities Fast learner; can quickly incorporate and implement new procedures; willing to be trained.

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