Justin J. Email & Phone Number

Philippines

• Developed and maintained CI/CD pipelines using Jenkins, Docker, and Kubernetes to streamline deployment processes and improve software delivery efficiency.
• Managed infrastructure on AWS, ensuring high availability, scalability, and security for production applications through automation and best practices.
• Automated infrastructure provisioning and configuration management using tools like Terraform and Ansible to enhance system reliability and streamline deployments.
• Led the migration of websites from a legacy platform to a new system, ensuring minimal downtime and seamless integration with the new platform.
• Collaborated with development and operations teams to improve monitoring, logging, and alerting frameworks using Prometheus and ELK Stack, enhancing system observability and performance insights.

Greater Toronto Area, Canada

• Developed and maintained full-stack web applications using HTML, JavaScript, CSS, and Java.
• Led cross-functional collaboration, ensuring scalable software solutions.
• Instituted code review processes, maintaining high-quality standards.
• Contributed to Agile development, leading daily stand-ups and sprint planning.
• Implemented CI/CD pipelines using Jenkins, Docker, and AWS.

Toronto, Ontario, Canada

• Transformed call center operations, enhancing efficiency and reducing response time.
• Led data analytics projects, increasing customer satisfaction and reducing response time by 15%.
• Published key metrics, contributing to a 20% increase in team performance.
• Introduced DevOps practices to streamline operations and improve system reliability.

Philippines

• Engineered a sales training program, improving cross-sell close rates by 110%.
• Enhanced communication, increasing employee satisfaction by 25%.
• Trained and developed teams of over 900 representatives.
• Leveraged DevOps tools to create training environments, enhancing training efficiency.

Toronto, Canada Area

• Conducted process gap analyses, improving first call resolution by 7%.
• Enhanced client processing, resulting in a 10% improvement in client satisfaction.
• Resolved high-level escalations, reducing client churn by 15%.
• Implemented monitoring tools to track and improve process efficiency.

Philippines

• Implemented performance management strategies, increasing sales by 10% within 3 months.
• Developed a universal training curriculum, improving employee performance by 20%.
• Created educational materials, driving a 15% improvement in learning objectives.
• Utilized automation tools to streamline training delivery and assessment processes.

Toronto, Canada Area

• Provided ongoing feedback and coaching to call center agents within the department, fostering their professional growth and improving performance.
• Analyzed individual performance of each team member to deliver constructive feedback, motivation, and identify areas for improvement.
• Facilitated team meetings to provide comprehensive feedback, address concerns, and resolve conflicts, fostering a collaborative work environment.
• Served as the main point of contact for team-related issues, promptly resolving them to maintain team productivity and morale.
• Coached and guided the team to achieve role performance objectives in areas such as quality, productivity, and revenue.
• Managed various administrative and operational tasks to effectively lead and allocate resources.

• Trained and implemented policies for new employees, ensuring smooth onboarding and adherence to company standards.
• Managed client escalations through excellent customer service, resolving issues effectively and maintaining client satisfaction.
• Monitored the performance of representatives on external partner sites, identifying areas for improvement and implementing necessary measures. Skills: Training and Development, Policy Implementation, Customer Service.

Toronto, Canada Area

• Resolved escalated technical issues and complaints for clients, ensuring prompt and satisfactory resolution.
• Processed replacements and repairs for defective television devices, smart cards, receivers, and remote controls, ensuring seamless device functionality.
• Provided extensive problem-solving assistance to clients experiencing various technical issues with their TV services.
• Efficiently and effectively troubleshooted IT issues, resolving them to minimize downtime and maximize customer satisfaction.

Business Administration, Management And Operations

Microservices Architect, Information Technology