Julious Joy Email & Phone Number

Dubai, United Arab Emirates

India

J CUBE Solutions Pvt LtdWork closely with the Centre Management / Operations team on specific areas like Hiring, Training, Operations support, engagement profitability and best practice sharing.• Responsible in handling a team of 40+ which includes Consultants, Team leaders and Mentors.• Interacting directly with International clients in planning, estimation, reporting and process change.• Responsible for day to day production, delivery and exceed the SLA’s for respective teams.• Preparing the KRA’s for the associates reporting to me including leads/sup and agents• Responsible for the quality SLA and implement preventive action and corrective action. End to end accountability on service level management.• To ensure all processes are efficient, effective and appropriate to support service delivery.• Accountable for providing metrics and service improvements to senior management.• Accountable for ensuring continuous process improvement and empowering service delivery team to provide above par excellence in service.• Implementation of procedures for optimum customer experience as per guidelines.• To drive process improvements in productivity, quality and compliance across teams.• Accountable for maintaining overall team morale & motivation• Conducting the Appraisal for the leads and sup• Conducting weekly and monthly review with leads and sups• Conducting skip level meetings periodically• Keeping team motivated – rewards and recognition activities, Fun activities• Attrition management (Retention)• Coordinating with WFM in preparing the schedule, break and leave management.

Bangalore

Flipkart Internet Pvt LtdI was associated with Flipkart and have worked with multiple teams like Customer Service Inbound, Flipkart Payment Gateway and seller supportRoles and Responsibilities• Handling a team of 70+ which includes Consultants, Team leaders and SME• Responsible for day to day production, delivery and exceed the agreed SLA’s.• Implementation of procedures for optimum seller experience as per guidelines.• To drive process improvements in productivity, quality and compliance across teams.• Accountable for maintaining overall team morale and motivation• Conducting the Appraisal for the leads and agents• Conducting weekly and monthly review with leads and agents• Conducting skip level meetings periodically• Keeping team motivated – rewards and recognition, fun activities• Attrition management (Retention)• Preparing the KRA’s for the associates reporting to me including leads/SME and consultants• Responsible for the quality SLA and implement corrective action and preventive action. End to end accountability on service level management.• To ensure all processes are efficient, effective and appropriate to support service delivery.• Accountable for Service levels and other operations metric which includes S SAT, AHT, FCR, Quality, login hours, break adherence, etc.• Accountable for ensuring continuous process improvement and empowering service delivery team to provide above par excellence in service.• Responsible for reviewing and evaluating reports on service performance and achievements on a regular basis.• Identifying key pain and gain areas and coordinating with the dependent teams to improve service levels.• Mapping organizational requirements for developing and implementing new processes.

India

Worked as Operations Manager• Client interaction throughout the globe via email and cold calling.• Driving the outbound sales team to reach their target for a process BT Broadband.• In charge for the entire Quality process as per clients parameter.• Conducting training sessions and continuously give feed back to increase sales of individual agents.• Always exceed SLA and KPI and continually improve.• Is responsible in planning, estimation, reporting, held client meetings, trainings etc.• Handling 3 processes for USA customers. Delivering required sales as per the SLA.• Responsible in sales target achievements by training and motivating people, resulting in improvements.• Constant follow up with all the delivery centers on any queries. Identifying issue cause and conduct trainings. • Preparing monthly feedback and suggestion reports to the delivery centers according to client feedback. • Weekly review with the Director of the Company on the status of projects, clients, plans etc.• Oversee training of new clients on the product/service.• Maintaining SWOT analysis on delivery centers and on chosen customers.

S.S.L.C

Activities and Societies: Represented my school team for Soccer, Cricket, Volley Ball, Badminton and Athletics

Education record

Bachelor Of Arts - Ba, Sociology