Kimberly Michelle Krishnan
Workforce Management Lead
Singapore ,Bedok
Summary
Ambitious Planning Manager with 15 years leading organizational planning functions in support of overall business strategy and goal achievement. Knowledgeable industry veteran with background analyzing report data, controlling inventory and forecasting. Innovative with history crafting new strategies for planning process. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
Work History
Workforce Management Lead
TDCX- Singapore
08.2024 - Current
- Facilitated open communication channels between team members and upper management regarding personnel concerns or suggestions for process improvements.
- Implemented performance metrics to assess staff productivity, identifying areas for improvement and recommending targeted solutions.
- Streamlined scheduling processes for improved employee satisfaction and reduced turnover.
- Managed complex projects related to workforce optimization, consistently meeting deadlines while maintaining high-quality results.
- Provided insightful recommendations to executive leadership on workforce management strategies, contributing to informed decision-making processes and long-term plannibg.
- Collaborated with cross-functional teams to resolve workforce issues and enhance overall productivity.
- Spearheaded the development of new workforce policies, resulting in increased employee engagement and retention rates.
- Produced and updated documents, reports, and tracking spreadsheets using Tableue , Power Bi and CRM.
WFM, Capacity Planning Lead (Regional)
Grab Sdn Bhd
05.2022 - 05.2024
- Managed stakeholder engagement efforts during public meetings or workshops designed to gather input on proposed developments or revisions to existing plans from community members affected by them directly or indirectly.
- Enhanced cross-functional collaboration with various departments to ensure seamless regional plan execution.
- Conducted regular performance evaluations to assess team effectiveness in achieving regional goals.
- Managed budgetary constraints effectively, identifying opportunities for cost savings without sacrificing quality or productivity.
- Spearheaded development of new forecasting models, resulting in more accurate predictions of future call volumes and staffing needs.
- Optimized resource allocation by closely monitoring project progress and adjusting schedules as needed.
Manager, WFM
Trans-cosmos Malaysia (Shopee)
11.2021 - 04.2022
- Managed staffing levels effectively, reducing overtime expenses while maintaining service level agreements.
- Championed the adoption of new technologies in the workplace, streamlining processes while minimizing disruption due to change implementation.
- Monitored key performance indicators to assess workforce effectiveness and identify areas for improvement.
- Led process improvement projects aimed at optimizing workflow, increasing overall operational excellence within the organization.
- Established strong relationships with internal stakeholders to better understand their needs and align workforce strategy accordingly.
Operations Manager
CPM Group (New Balance)
11.2020 - 10.2021
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Manager, WFM
UOB Bank (Centre Of Excellence)
12.2019 - 10.2020
- Managed budgetary constraints effectively, identifying opportunities for cost savings without sacrificing quality or productivity.
- Led process improvement projects aimed at optimizing workflow, increasing overall operational excellence within the organization.
- Implemented data-driven decision-making tools to improve workforce allocation and resource planning.
- Optimized workforce management processes for improved operational efficiency and reduced labor costs.
- Managed staffing levels effectively, reducing overtime expenses while maintaining service level agreements.
Service Desk Team Manager
Fujitsu System Global Solutions Malaysia Sdn Bhd
11.2016 - 11.2019
- Led employee relations through effective communication, coaching, training, and development.
- Developed performance measurement strategies, identifying areas for improvement.
- Delivered regular team meetings for aligned work towards common goals.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
WFM, Real Time Analyst
Infosys (Singtel Group)
12.2015 - 10.2016
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
WFM, Real Time Analyst
EPS Ventures (BD)
08.2014 - 11.2015
- Reduced average handle time through strategic scheduling and effective utilization of resources.
- Supported continuous improvement initiatives, conducting root-cause analysis for recurring issues and recommending solutions.
- Provided ongoing training to staff members, driving skill development and boosting overall team performance.
- Conducted regular audits of workforce management tools, ensuring accurate data input and system integrity.
Customer Relation Unit
Maxis Communication Berhad
12.2010 - 08.2014
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Collaborated with cross-functional teams to identify and implement process improvements for better customer service delivery.
- Implemented effective training programs for new hires, ensuring consistent quality in customer interactions.
Senior Front Office Assistant
Melia Hotel Kuala Lumpur
03.2004 - 11.2010
- Developed strong relationships with clients, resulting in increased loyalty and repeat business opportunities.
- Handled sensitive information discreetly, maintaining confidentiality of personal data and company records.
- Conducted regular audits of office processes to identify inefficiencies and recommend strategies for improvement, contributing to a more streamlined workflow.
Education
Associate of Arts - Business Studies
Brampton University College
Kuala Lumpur, Malaysia03.2003
Skills
- Power Bi, Tableue , CRM , NICE / IEX
- Scheduling Optimization
- Demand forecasting
- Workforce Planning
- Stakeholder Management
- Microsoft Excel
- Cost Analysis
Languages
English
Upper intermediate (B2)
Malay
Upper intermediate (B2)
Chinese (Mandarin)
Intermediate (B1)
Timeline
Workforce Management Lead
TDCX- Singapore
08.2024 - Current
WFM, Capacity Planning Lead (Regional)
Grab Sdn Bhd
05.2022 - 05.2024
Manager, WFM
Trans-cosmos Malaysia (Shopee)
11.2021 - 04.2022
Operations Manager
CPM Group (New Balance)
11.2020 - 10.2021
Manager, WFM
UOB Bank (Centre Of Excellence)
12.2019 - 10.2020
Service Desk Team Manager
Fujitsu System Global Solutions Malaysia Sdn Bhd
11.2016 - 11.2019
WFM, Real Time Analyst
Infosys (Singtel Group)
12.2015 - 10.2016
WFM, Real Time Analyst
EPS Ventures (BD)
08.2014 - 11.2015
Customer Relation Unit
Maxis Communication Berhad
12.2010 - 08.2014
Senior Front Office Assistant
Melia Hotel Kuala Lumpur
03.2004 - 11.2010
Associate of Arts - Business Studies
Brampton University College