Mikhail Pindrus Email & Phone Number

Pelham, Nh, Us

Boston, Massachusetts, United States

Boston, Massachusetts, United States

•Created and managed the short and long term headcount demand forecast for the Global Specialized Customer Service Organization consisting of over 1000 domestic, international, and BPO employees across call, email, and chat contact channels•Collaborated with global stakeholders to drive business cadences and offer data-driven insights on customer trends, agent KPIs, and order forecast adjustments, ensuring stakeholder needs align accurately with the headcount forecast•Provided headcount cost data to facilitate the company's quarterly financial reporting and budgeting cycles•Identified opportunities to improve operational efficiency by building and owning numerous capacity planning models and maintaining WFM related KPIs by utilizing Google Analytics (Data Studio, Sheets, Big Query, Looker), SQL, and Microsoft Excel•As the SME of Capacity Planning, managed numerous projects relating to demand forecasting by working with cross functional partners to gather inputs, manage deadlines, and present status reports and final analysis to senior leadership•Routinely conducted complex AD-HOC analyses and data visualization reports for the senior leadership team that are used for key decision making by gathering and analyzing data from diverse sources and collaborating across functional teams and various SMEs•Assisted managers with navigating complex staffing decisions during times of significant workflow changes in the organization by generating informed assumptions and leveraging available historic data to provide quantifiable backup for my recommendations•Orchestrated the successful implementation of the capacity planning process, resulting in a multimillion-dollar reduction in staffing costs by redistributing excess headcount to optimize and right-size the specialized service organization

Boston, Massachusetts, United States

Andover, Massachusetts, United States

•Performed cost estimation, pricing activities, and due diligence related to cost collection, scheduling, metric reporting, and technical data management across Domestic and International financial proposals •Worked multiple proposals simultaneously with numerous components and strict deadlines •Coordinated the collection and accumulation of cost, scheduling, and performance elements from various integrated and cross functional business teams such as Supply Chain, Operations, and Engineering work centers•Lead a team of analysts to complete complex pricing projects by delegating work across the team, handling various complexities, and ensuring accuracy and timely delivery•Analyzed proposal related data using SAP and Microsoft Excel to generate insights for best practice pricing approach •Lead a 6 Sigma project alongside business leaders in a cross-functional team to improve business compliance, and presented findings and implementation strategy to upper-level management •Executed a business improvement project to update and partially automate an outdated process using excel macros, resulting in a 75% budgeted time reduction

Greater Boston Area

Tewksbury, Ma

•Worked with enterprise level clients to resolve technical issues in an efficient and professional manner •Analyzed system generated alert data to assist business leaders in workload management decisions •Efficiently leveraged internal and external resources to resolve complex technical issues in a timely manner

Salem, Nh

•Conducted problem solving and troubleshooting on complex IT system for small and medium size businesses•Initiated tasks that helped add value to the customer and increase quality of quoting process•Lead a team in completing large technical installation projects in a timely manner with minimal managerial supervision•Conducted marketing research by communicating with existing customers regarding new services and improvement that can be made to better meet the customers needs•Managed the companies QuickBooks account with an emphasis on attention to detail•Constantly gathered and analyzed data to improve all aspects of the business from marketing efficiency to the customer quoting and on-boarding process

Lowell, Ma

•Worked alongside network engineers to to troubleshoot and maintain an enterprise sized network•Provisioned and deployed new WiFi systems across campus•Conducted network coverage surveys ensuring adequate network performance was maintained

Lowell, Ma

•Completed data analysis projects in Excel for upper level management regarding employee compensation based on customer survey data•Worked with business analysts and IT administrators on projects in Microsoft SharePoint and Salesforce to optimize business function, improve data quality, and increase efficiency•Worked with customers to resolve issues related to badge evaluation and integration with the Kronos system