Joyce Surujbhan Email & Phone Number

California, United States

California, United States

California, United States

Irvine, CA

• Served on core project team chartered with implementing a new and next-generation restaurant software platform to thousands of Taco Bell retail restaurants nationwide
• Responsible for process improvement and operational efficiency when supporting corporate and franchise Field Teams during system conversion events
• Provided organizational support to eCare Operations in dual functions as Team Lead and Process Trainer
• Managed incoming field escalations and maintain active engagements with cross-functional teams to ensure end-to-end issue resolution
• Collaborated with multiple internal teams to ensure accuracy and modernization of training materials such as user guides, job aids, and system-related documentation

Irvine, CA

• Utilized skills and experience to perform advanced troubleshooting of hardware and software problems on a variety of mobile computing platforms including Android, iOS and Windows Mobile.
• Supported device and feature provisioning based on customer needs.
• Acted as Tier-2 resource for retail store and customer care representatives.
• Identified service and application issues that required the attention of network engineering teams.
• Communicated detailed information on the setup and configuration of voice and data products to customers.

Irvine, CA

• Handled inbound customer calls, research and resolve billing inquiries, and provide detailed information on Verizon Wireless products and services.
• Assisted customers with service and equipment concerns by offering technical support.
• Performed account analysis to recommend calling and data plans and device options.

• Managed a team of Trainers responsible for global delivery of technical support, customer service, and service marketing programs.
• Managed Training Department operations and was responsible for a team of twenty in multiple geographically separated locations.
• Established team vision and set goals to motivate staff to achieve exceptional results.
• Collaborated with internal and external clients as a point-of-contact for all new training programs and initiatives.
• Performed skill-gap analysis and designed competency-based training curriculums to address variance in agent knowledge and skills.
• Created and monitored the implementation of project and training plans.

• Allocated manpower utilization and maintained a balanced work-load for all training staff.
• Planned and managed training schedules based on hiring forecasts as determined by Human Resources and Workforce Management teams.
• Conducted studies to measure the effectiveness of implemented training programs.
• Created and revisited training modules and updated materials as needed to ensure relevance to current programs and requirements.
• Identified improvement opportunities and explored alternative training methodologies to be more effective with target audiences.
• Evaluated training staff performance on a monthly basis by assessing facilitation and presentation skills and competencies as Subject Matter Experts.

• Provided Customer Service, Procedural and Product training services for new and tenured agents and team leads.
• Ensured that core product learning plans are followed and implemented.
• Created and continuously updated training materials based on business need.
• Identified new training methodologies and innovations that could be integrated to improve material delivery.
• Created new knowledge-base materials for team distribution, such as case studies and white papers.
• Conducted peer evaluations and coaching as needed by management.

E-Learning Instructional Design, Training & Development

B.S., Computer Engineering