Jonathan Raphael Paras Email & Phone Number

San Jose, California, Us

Oversees an organization’s daily business activities.Responsible for managing resources, developing and implementing an operational plan and ensuring that procedures are carried out properly.Evaluates organizational efficiency and makes necessary changes to maximize staff productivityEstablishes operational objectives and work plans and delegates assignments to subordinatesReviews objectives of other managers to determine operational successInvolved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effectDefining, implementing and revising operational policies and guidelines for the organization.Working with the human resources department to create job descriptions, hire competent personnel and oversee employee training programs. Liaising with departmental heads to develop financial plans and ensure company-wide compliance•Keeping track of the company's revenue margins and conducting budget reviews to maximize profits•Overseeing client support services. Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place.Managing procurement and resource allocation.

Fremont, California, Us

• Plan, develop, and evaluate client program• Define key operational metrics, develop reporting infrastructureand cadence, set targets and continuously improve• Develop a strategic perspective of the service based on multiplelevels of detailed operations information• Maintain agreed upon service level agreements• Review change order requests and lead all Quarterly business reviews with the client

Mountain View, Ca, Us

Develop and manage Customer Support processes, internal Knowledge base & Production documentation and reports & dashboards for clients. Respond to product functionality, technical requests and perform troubleshooting for enterprise business clients in a timely, efficient and professional manner. Provide feedback and analysis to the internal product development team on enhancements and improvements.Develop regular website/application, adoption, usage and customer support metrics & analytics. Provide leadership to other members of the support analyst team, answer team member questions, resolve team problems and oversee team member work for quality and guideline compliance.

Teaneck, New Jersey, Us

At GoogleEvaluate business processes, anticipating requirements, uncover areas for improvement, and create solutions to optimize operations.Engage with partners to communicate impacts and/or changes to process, policies, and capabilities.Build a communication package for Management updates and important milestones.Track Business and Operations metrics post launch to measure integration success. Dashboard maintenance and reporting for presentation.

Overland Park, Ks, Us

• Provide Helpdesk Support on innovative products, and enthusiastic user base as we revolutionize an industry, together• Answer questions and provide solutions, while switching contexts quickly and also being able share a joke with your colleague• Solve simple to complex technical and process-related problems using a combination of best practice and creative thinking• Act as a brand ambassador, interacting with stakeholders in a way that’s as professional as it is friendly • Build, strengthen, and retain customer relationships through quality interactions that inspire confidence in the DeVero team and product• Mastered the DeVero product; configuring, delivering, and improving our world class application• Participate in cross-functional teams, acting as an advocate for the user, to ensure customer needs are met .

Indianapolis, In, Us

At YoutubeOwn end-to-end resolution of customer issues and questions to ensure customer satisfaction for App based streaming TV.Develop relationships with customers over time through multiple engagementsAddress customer questions in a timely manner while maintaining a level of quality in communication that meets or exceeds written expectationsSubmit high-quality questions, suggestions and feedback to the Team Lead, the Supervisor or the Client in order to influence and drive program improvementsFollow proper diagnosing, escalation and security proceduresProvide a white glove support experience by empathizing with customers, taking personal ownership of issues they are reporting, and resolving difficult scenarios. Communicate with customers through voice, chat and email channels. Independently identify, troubleshoot, document, categorize and resolve customer issues; escalate complex problems according to defined escalation proceduresCommunicate bug fixes and new product enhancements to customers

San Marcos, Tx, Us

At GoogleProvided excellent software and hardware customer support for a entirely new technology (Google Glass) maintaining an average of 90+% CSatParticipated in testing and ensured integration is working as expected per design.Ideated and suggested SalesForce improvements for case categorization and process efficiencies of which 100% were adopted by CRM admin Liaise with Product Specialists to quickly identify technical issues.Worked with Supply Chain team to create end to end shipping process for international partner shipments, ensuring international shipping law compliance and quick turnaround time.

Handles and supports VIP or tier 3 level issues for a renowned tax software. Handles situations from software installation, networking, printing, scanning and simple tax questions.

Miami, Fl, Us

Handeling a team of 15 to 26 agents, it was my job to ensure SLA and KPI's were met or exceed and new information was executed with ease.

Plano, Texas, Us

Handled a team of 8 to 15 emails, inbound agents servicing the need of B2B customers for a high end networking company.

Bengaluru, Karnataka, In

Pioneered the first end to end process of a fortune 100 networking company. Agents handeling quotes, configuration, manufacturing follow up, shipping priorities, credit and re-bills.

Scottsdale, Arizona, Us

Directed a team of 17 Sales Rep, to exceed service expectations for an Inbound Customer service/Sales travel account.

Hackensack, Nj, Us

Bachelor, Arts In Communication

Education record