As an experienced Customer Support and Technical Specialist with over 7 years of expertise, I have worked with technologies like Salesforce, MS Office, Azure, MS Dynamics, and tools like Jira. My background includes troubleshooting software issues, resolving customer inquiries, and driving process improvements across multiple teams. I am passionate about delivering excellent customer service and leveraging technology to enhance user experience and efficiency.Throughout my career, I have improved system usability and boosted operational efficiency by up to 70%. I’ve led cross-functional collaborations, enhanced customer satisfaction, and trained teams in best practices. I aim to further my skills in technical support and automation, focusing on data-driven solutions and process optimization.I am currently seeking opportunities to apply my customer-centric mindset and technical problem-solving skills to a dynamic team. I'm particularly interested in roles that emphasize process innovation, customer support excellence, and collaborative teamwork. Let’s connect and explore how I can contribute to your organization!
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Cast Member (Customer Service)CineplexWaterloo, On, Ca
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Cast Member (Customer Service)Cineplex Sep 2023 - PresentCanadaDelivered exceptional guest service, achieving a 95% guest satisfaction rating through efficient service in concessions, floor operations, and box office duties.Increased concession sales by 30% through effective upselling techniques and promotional strategies during high-traffic events.Collaborated with a diverse team of 15+ members to streamline operations, contributing to a 20% increase in overall ticket sales during peak hours.Maintained compliance with health and safety protocols, ensuring a safe environment and achieving a 100% score in operational audits.Adapted to flexible scheduling, consistently covering late-night shifts and enhancing team coverage by 25%. -
Technical EngineerFinastra Feb 2018 - Apr 2023Trivandrum, Kerala, India• Acted as primary point of contact for all technical inquiries, increasing first-call resolution from 15% to 40% by providing efficient and accurate troubleshooting for hardware and software issues.• Provided on-phone and online support, facilitating practical usage of applications and improving usability by 70%.• Collaborated with cross-functional teams to implement process improvements, enhancing overall support process efficiency by 60%.• Delivered exceptional customer service through effective communication, active listening, and empathy, maintaining a 99% customer satisfaction score.• Led and trained a team of 10 associates, enhancing software best practices implementation and improving rollout efficiency by 20% -
Data AnalystBinary Fountain™ Mar 2016 - Feb 2018Thiruvananthapuram Area, India• Resolved over 200+ customer support tickets per month, ensuring a 95% satisfaction rate through detailed documentation and troubleshooting.• Audited and monitored automated reports for 30+ clients, delivering accurate insights and maintaining a zero-error rate over a 12-month period.• Led and coordinated 5-10 projects simultaneously, meeting 100% of deadlines and driving consistent project success.• Documented and streamlined 10+ software enhancements and identified 5+ critical defects, driving a 20% increase in dashboard functionality and improving user experience
Joseph Thomas Education Details
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Reporting System And Database Development -
Jyothi Engineering College ,ThrissurA -
G.H.S.SA
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Lourde Matha High SchoolA
Frequently Asked Questions about Joseph Thomas
What company does Joseph Thomas work for?
Joseph Thomas works for Cineplex
What is Joseph Thomas's role at the current company?
Joseph Thomas's current role is Cast Member (Customer Service).
What schools did Joseph Thomas attend?
Joseph Thomas attended Conestoga College, Jyothi Engineering College ,thrissur, G.h.s.s, Lourde Matha High School.
Who are Joseph Thomas's colleagues?
Joseph Thomas's colleagues are Carissa C, Naomi Caissy-Morin, Stephanie P, Melanie Closa, Ella Suelzen, Leanna Angelina, Gavin Huizer.
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Joseph Thomas
Therapeutic Recreation Specialist | Enhancing Well-Being Through Engaging ActivitiesMississauga, On -
Joseph Thomas
Open To Opportunities In Business Analysis | Data-Driven Problem Solver | Agile | Certified Six Sigma : Green BeltScarborough, On -
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