Leonel Gibin

-Developed global forecasting models improving staffing accuracy. -Managed real-time operations for multi-site contact center teams. -Monitor real-time operational performance and staffing adjustments. -Collaborate with operations leadership to improve efficiency and productivity. -Utilize Genesys WFM tools for forecasting, scheduling, and operational analysis

-Analyze data from all internal sources, so that the info we provide is the most accurate as possible. -Participate on different meetings with internal CX stakeholders to understand their business needs and be able to create accurate forecast info. -Follow up the local WFM teams (outsourced call centers) on daily basis to make sure adherence, shrinkage, absenteeism are under control and center deliver what is was agreed in the forecast. -Flexible to adapt the daily forecast/schedule to meet last minute r

Real Time Analysis on a daily basis to ensure employee schedule adherence and report issues to management. - React on unforeseen changes on a Real-Time basis to ensure proper intra-day headcount accuracy while considering planned shrinkage. - Make sure processes and procedures regarding the real time management are up to date. - Request management team for assistance in any of the tasks. - Monitor the Live and Non Live queues in real time. - Track issues and corrective actions and report on a weekly and dai

- Providing support and guidance to customers of Google Cloud and G Suite. - Troubleshooting on Google's hardware and software issues. - Localization from English to Portuguese translation reviewer on the official Google Suite blog. ( https://gsuiteupdates-pt.googleblog.com/ ) - Understanding of IMAP/POP3, DNS, Exchange, HTTPS, SSL. - Experience with communications and collaboration tools. - Assisting users on how to create files, share documents and calendars.

- Handling customer enquiries and complaints regarding orders placed on the Google Play Store (Android), answer incoming calls and emails ensuring customers experience the best possible service to provide the FCR (first call resolution) and analyze the queries and problems of the callers with regards the Google Hardware and Digital content related issues. - Escalation of issues when necessary to the higher tier team. - Dealing with customer refunds requests. - Perform security check and verify details of t

• I worked in the commercial side of IT business planning • I took responsibility across projects from beginning to execution, including: -Managing communications between clients and internal technical teams -Assessing viability of internet provision in remote areas

• My main responsibilities were: - Receiving files from external creative agencies, managing printer schedule, and managing budget. -Creating layouts of visual communication for customers in specific programs (Corel Draw / Adobe CS) -Communication with clients on technical issues -Developing a holistic internal process to facilitate project progression

• Responsible for: - Graphic reproduction of corrugated packaging of food products and technology, serving eight sales colleagues - Sending and checking the files to production in the print centre - Monitoring the first copies and machine set-up, • I also liaised with manufacturers (HP Hewlett Packard, Dupont) in providing feedback for new technologies specifically for cardboard packaging

• Graphic designer in Brazil’s largest packaging provider • Responsible for the graphic reproduction of flexible packaging and cardboard, often in direct contact with customers by phone or site visits.

•Four year industry-focused undergraduate degree course, with continual collaboration with outside agencies. • Worked as a ‘consultancy team’ with other students on a final-year project set by Duoflex (a pillow manufacturer based in Brazil). As a team, we researched and presented marketing proposa