Kikuo Pedres

KIKUO PEDRES Process Improvement & Customer Experience Specialist 📍 Manila, Philippines | 📞- | ✉-| 🔗 LinkedIn Professional Summary Results-driven Process Specialist with over 8 years of experience optimizing workflows and improving service operations in fintech, tech, and e-commerce industries. Adept at identifying inefficiencies, leading cross-functional initiatives, and implementing scalable solutions that enhance team performance and customer satisfaction. Certified Lean Six Sigma Yellow Belt with strong skills in data analysis, strategic planning, and knowledge base management. Skills Process Mapping & Improvement Strategic Planning & Execution Cross-functional Collaboration Root Cause Analysis Data-Driven Decision Making Knowledge Base Management Customer Experience Strategy Certifications Lean Six Sigma (Yellow Belt) Online Training Program Coaching for the Win Data Analytics 1.0 Excel 1.0 Sykes Quality Monitoring Training Quality Coaching and Feedback Professional Experience Customer Support Agent III / Process Specialist Coinbase — May 2022 – Present Led the revamp of 31 internal workflows in Athena, resulting in measurable improvement in First Contact Resolution (FCR) and ticket accuracy. Partnered with Content and Program Teams to align support processes with product launches, ensuring smooth customer transitions. Managed Consumer Intake Funnel and Global Problem Pipeline, prioritizing process issues within SLA. Reduced repeat contacts and resolution time for Learning Rewards by optimizing internal handling flows. Identified and closed process gaps in Help Center and internal documentation by coordinating updates across teams. Premium Customer Service Representative Shopee Philippines — Jan 2021 – Apr 2022 Delivered chat-based support for premium customers and streamlined user experience for app and account-related concerns. Acted as first point of escalation for technical and operational issues, providing insights for process improvements. Reported recurring platform issues and collaborated with internal teams to implement fixes. Quality Analyst / Customer Service Representative Sykes Asia Inc. — Oct 2016 – Jan 2021 Conducted quality monitoring, analyzed performance data, and collaborated with team leaders to improve agent performance. Weekly coaching on audit successes and areas for improvement. Initiated improvements to SOP documentation and escalations based on frequent support issues. Participated in internal process reviews to improve customer satisfaction and workflow efficiency. Weekly calibration sessions with Operations team to ensure quality metrics alignment. Customer Service Representative Alorica Philippines — Jun 2015 – Jun 2016 Supported telecom customers with billing and technical issues. Achieved high satisfaction scores through quick resolutions. Customer Service Representative Panasiatic Solutions Inc. — Dec 2014 – Jun 2015 Handled billing, technical-related inquiries and account support for a U.S.-based telecom. Education Bachelor of Science in Chemical Engineering (Undergraduate), 2012 – 2014 University of St. La Salle – Bacolod Languages English – Fluent Filipino – Fluent Korean – Intermediate References Available upon request.