Joywin Bernard Email & Phone Number

Bengaluru, Karnataka, India

AM - Savings Operations - One Saving Bank India

- Managing the Osmo CX Team (Sales and Tech Support) which includes Osmo, K3, Learn Station and CX Reporting.

Bengaluru Area, India

- Managing the Customer Settlements Enquiries (CSE Escalation) for Home Loans process.- Managing the PEXA process related to incoming invitations, outing invitations to OFI’s and managing the conversation request/enquires from solicitor, brokers, mobile lenders and customers. - Built and enhanced the skill matrix’s reporting for all Customer Settlements.

Bengaluru Area, India

- Managing the Document Preparation Team for Retail Business Operations.- Managing and planning the day to day volumes among the Hub's (Bangalore, Manila, Melbourne) - Networking with the HUB's for a better process flow and customer satisfaction.- Changed and simplified the EOD Report which is sent to the Senior Management and Stake Holders.- Internally.

Bengaluru Area, India

- Working on company marketing/branding activities (Internal and External)- Working on various projects for better customer experience and to re-gain lost customers. - Managing and working on the design of the company’s official web site.- Managing and analyzing reports which require deep drill down that are further accessed by the higher management..

Bengaluru Area, India

- Heading the Business Support process (calls, chat, mails, escalations), Fulfilment process (order management, logistics partnering, escalations)- Put up the complete CRM and the fulfilment process which included process standardisation and the process, hiring, procuring of IT requirements and Training.- Work Force Management (WFM) & Analytics.

Bengaluru Area, India

- Worked as a Lead for the order management input quality issue project.- Planned and trained order management teams on Microsoft Excel.- Handled the reporting and projects team for order management.- Improved the data reporting for the team on the SLA.- Acting as an advisor to the business management on process improvement and standardization.

Bengaluru Area, India

- Pre and Post Order Entry needs: Expedites & Incident Resolution. - Process Navigation & facilitate escalations with other areas of Dell.- Aged Issue Analysis Partnering with Customer and/or ISR for Prevention & easy process fixes- Own end to end OPR process responsibility – Work cross-functional Order Pending Release and root cause and analyse the reason.

Bengaluru Area, India

- Regular Trainings to OP/sales on S&P and other process related updates.- Coordinating with sales team and OP segments to streamline the S&P process and bridge knowledge gaps.- Worked with the VMware team on the VMware OP Escalation which was marked to Director Level for immediate resolution.- Fixed issues in Absolute Software, Net Manage, & Microsoft.

Bengaluru Area, India

- Resolve the orders on MD Hold by contacting customer/sales team.- Back-up to the Pod Lead in one’s absence.- Monitoring the performance of new trainees on board in the EA Team.- Training and presentations to the OP Team on MD Holds.- Handling mock calls and provide real time feedback to Ops

Bengaluru Area, India

- Worked on Healthcare Faxes and supported other segments during peak volumes.- Handled escalation and AFT mails and reported the root cause to the manager.- Conducted weekly Quality Review huddles.

Executive Masters Program In Business Administration, Operations Management

Specialization in Operations Management

Bachelor Of Commerce (B.Com.), Commerce And Marketing

Activities and Societies: Part of the Students Council - Academic Council Represented and Captained the College Hockey Team Represented.

Puc, Commerce

Activities and Societies: Part of the Students Council - Sports Secretary Represented the College Cricket and Football Team College.

10Th, Icse - Commerce

Activities and Societies: Part of the NCC and History Club in School Represented the School Hockey , Football and Athletic Team