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.• Reviewed and evaluated the effectiveness of all training programs.• Participated in strategic and operational planning sessions with upper management to set development and execution strategies for the organization.• Recommended adequate staffing levels to ensure that training and development needs are met.• Maintained operational costs to ensure that expenses are within allocated budget limits.• Built a motivational and competitive work environment by providing various forms of rewards and recognition to training staff to ensure continuous career growth and commitment.• Conducted regular meetings with training staff to promote cross-collaboration, harmony, and maintenance of team motivation and efficiency.• Facilitated proficiency reviews for direct staff and provided job coaching and recommendations for certification training to support current and future job requirements and growth in skills and knowledge.

• 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.• Continuously developed trainers by enforcing regular skill updates based on the latest trends in contact center business, training concepts, and information technologies.• Provided recommendations and plans for initiatives that would assist Operations in achieving world-class customer satisfaction as defined by external clients.

• 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