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.• Handled escalated calls referred by representatives, ensuring timely resolution and customer satisfaction.

• 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, Conflict Resolution, Performance Monitoring.

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