Volunteer Work/Community Involvement, Technology, Sports, Gaming, Travelling, Music and Cooking
Orlando Benengueye Kisso
.
Riverview,NB
Summary
Adept at driving operational efficiency and service level management, I leveraged my expertise at Nordia to optimize workforce performance and enhance customer satisfaction. My analytical prowess and proactive problem-solving skills, coupled with a commitment to excellence, resulted in significant process improvements. My background also includes a strong foundation in technical support, underscoring my adaptability and technical acuity.
Overview
11
11
years of professional experience
2
2
Languages
Work History
WFM Intraday Specialist
Nordia
Moncton, New Brunswick
11.2020 - Current
- Advocate Workforce Management Best Practices: Promote the adoption of Workforce Management (WFM) best practices within the operational team and across Nordia's organizational partners.
- Analyze and Optimize Workforce Performance: Evaluate daily workforce performance indicators across multiple departments and lines of business.
- Conduct Data Analytics: Perform comprehensive data analytics to facilitate in-depth dives into workforce management dynamics.
- Deliver Reporting: Provide forecasted, real-time, and post-event reporting to internal and external stakeholders.
- Develop Analytical Scenarios: Create and implement scenarios to address complex workforce management challenges.
- Optimize Workforce Management System: Ensure the continuous improvement of the workforce management system.
- Execute Administrative Duties: Meticulously record agent scheduling events and handle call escalations.
- Participate in Call Monitoring: Actively participate in call monitoring when necessary to ensure exceptional customer service.
Bell Aliant Technical Support Agent/Advanced Support
Nordia
Moncton, New Brunswick
02.2017 - 11.2020
- Walked individuals through basic troubleshooting tasks.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved complex technical issues for better client experience and smoother operations.
Bell Aliant Technical Support Agent (Level 1)
Nordia
Moncton, New Brunswick
08.2016 - 02.2017
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Walked individuals through basic troubleshooting tasks.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Resolved complex technical issues for better client experience and smoother operations.
Kitchen Aid: Salad Cook / Pastry Cook
The Keg Steakhouse & Bar
Moncton, New Brunswick
04.2014 - 08.2016
- Managed time by organizing and prioritizing kitchen duties to prepare and serve food quickly.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
- Maintained a clean and sanitary workspace, ensuring compliance with health and safety regulations.
- Prepared food items in compliance with recipes and portioning control guidelines.
Education
Business Accountancy
CCNB Dieppe
Dieppe, NB 09.2013 - 06.2016
BBA - Business Accountancy
University of Moncton
Moncton, NB 05.2001 -
Skills
Service level management
Operational efficiency
Shift planning
Workforce management
Interests
Timeline
WFM Intraday Specialist
Nordia
11.2020 - Current
Bell Aliant Technical Support Agent/Advanced Support
Nordia
02.2017 - 11.2020
Bell Aliant Technical Support Agent (Level 1)
Nordia
08.2016 - 02.2017
Kitchen Aid: Salad Cook / Pastry Cook
The Keg Steakhouse & Bar
04.2014 - 08.2016
Business Accountancy
CCNB Dieppe
09.2013 - 06.2016
BBA - Business Accountancy
University of Moncton
05.2001 -
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