Cristian Brian Candelario

 Cristian Brian V. Candelario___________________ Blk 5 Lot 4 St. James Street San Pedro Subd. 7 Brgy. San Bartolome Novaliches, Quezon City Email: -Mobile:- Career Objectives: To be part of a company which will offer me challenging position that will allow me to further utilize my skills and experiences and to acquire new abilities. Skills Excellent multi-tasking skills Knowledge in different computer applications (MS word, excel, PowerPoint, outlook ) Proficient in typing Excellent verbal and written English communication skills Highly adaptable to shifting schedules Can be easily trained in different working environments Experience in customer service and technical support Knowledge in eWFM (Aspect) Personal background: Birthday: December 13, 1984 Age:32 years old Civil status:Single Religion:Roman Catholic Place of birth:Tondo, Manila Educational background: 2001 – 2005Philippine Maritime Institute Degree in BS Customs administration 73 Roosevelt Avenue San Francisco del Monte Quezon City Metro Manila 1100 Tel : - -/- Fax : - 1997 – 2001Polytechnic University of the Philippines Secondary education 1997Metro Manila College Elementary Employment History: January 2017 – present Teleperformance Position: Workforce Mngt. Mission Control Supervisor Duties and responsibilities: -    Oversee realtime monitoring  (check emails, KPIs, provide recommendation, audit reports sent by mission control specialist) -    Keep records of historical data and analyze to be used for future recommendations to meet client KPIs -    Represents as dedicated POC for client and acts in workforce's behalf -    reporting and analysis (including post mortem analysis for critical days) of daily, weekly and monthly performance to stakeholders and all persons concerned including client     - Lead daily operations call to analyze previous day's performance and current day's action plans     - Facilitate weekly call with mission control analyst to get their insights regarding their programs performance     - daily performance call report to workforce Director high level summary of performance     - Lead weekly call about financials (provide analysis on financial estimates vs. actual billable hours - quantify reason for increase or decrease in hours vs. estimates     - Lead weekly internal call with operations and planning team to discuss events leading to current performance and provide analysis and recommendation for the next coming weeks     - Lead weekly client call to provide analysis regarding current numbers and discuss action plans to control KPIs     -  create presentation on workforce's behalf for Monthly business reviews to be presented to cient -    Responsible for supervising 5 analyst which includes coaching, fixing their coverage, approve/disapprove leave request, payroll concerns, tracking their performance and all other responsibilities that comes as their supervisor -    Work closely with all other departments that concerns call center operations to ensure that everyone is aligned April 2015 – January 2017Teletech Holdings Inc Position:WFM Planning, Senior Specialist Duties and responsibilities: -    Responsible for creating short term plans which includes making sure that all employees are utilized where they are required to be to ensure we meet client KPIs (creating schedules) -    Responsible for keeping records of historical data and trend analysis to be used in the future and will be considered in the planning stage -    Making sure that all the numbers being used as assumption for schedule creation are up to date to avoid inconsistencies with the requirements -    Lead weekly calls with operations team to discuss plans and recommendations to ensure passing KPI -    Report and analyze daily, weekly, monthly and yearly performance to stakeholders and everyone concerned December 2014 – April 2015 Teletech Holdings Inc Position:Intern Planning Senior Specialist July 2014 – Decmeber 2014 Teletech Holdings Inc Position:WFM Senior Specialist, Realtime Duties and responsibilities: -    Responsible for realtime monitoring of call arrival behaviour, KPIs, outages, deviations and make realtime decisions to control current situation with the use of information about current situation combined with what has been plannned -    Responsible for sending reports relating to KPIs on an intraday level including realtime analysis of the running numbers November 2013 – July 2014 Teletech Holdings Inc Position:Intern WFM Specialist, Realtime January 2013 – November 2013:Teletech Holdings Inc Barnes and Noble Account Position: CSR November 2012 - January 2013:Teletech Holdings Inc. Barnes and Noble Account Position: Intern Subject Matter Expert Job Description: - Support for Agents on the floor on matters that is beyond their scope January 2011 – November 2012:Teletech Holdings Inc. Barnes and Noble Account Position:Digital Support / Customer service (voice/e-mailsupport) Job Description: - Support for Digital items offered by Barnes and Noble - Customer service for barnesandnoble.com January 2008 – January 2011 SPI global (formerly known as ePLDT VENTUS inc.– INTERNATIONAL (Global Exchange Services account) Position:Technical support analyst (Level 4) Job Description: - Answers client’s queries about GXS products and services (mostly about EDI) - Provides technical support for software offerings of GXS within the scope of TIER 1 support - Assist clients with their basic connectivity problems (example VPN connectivity issues, Dial up) - Gathers necessary information and initial investigation for TIER 2 support should the cases we handle needs to be escalated to them November 2005 – January 2008 SPI Global formerly known as ePLDT VENTUS – DOMESTIC (Smart prepaid account) Position:Customer Service Representative Job Description: - Answers to client’s queries regarding Smart prepaid products and services - Escalate client’s concerns to proper departments if necessary