Lijo Joy

Experience

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  Startek India

  Jun 2011 - May 2012

  Tata Photon Technical Executive

  Duties include.-To help the Tata photon internet users, facing various technical issues on call-Quick Resolution: Many of the calls or emails to our customer support center are resolved within an hour of the report of the issue. We are committed to resolving customer issues rapidly.-Timely Follow-up: Once an issue addressed or a problem resolved, our support personnel or account manager will contact our customer to notify the customer of the status and how it was resolved. Show less

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  EProcurement Technologies Ltd

  May 2012 - Oct 2012

  Sales & marketing

  Duties include.- Responsible for meeting the sales targets of the organization through effective planning and budgeting.-Generating Digital certificates.-To provide support & help during online auctions & e-tendering.

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  Ascendum Solutions

  Oct 2012 - Mar 2013

  Virtual Assistant

  Duties include- Managing social networking platforms like Wordpress,Hootsuite,Mailchimp,Constant contact etc- Management of various online activities for clients- Organising varied tasks for clients- Calendar management

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  Infibeam

  May 2013 - Jun 2016

  Process Associate

  Duties include.-Answer calls & reply to the email professionally to provide information about products and services, take/ cancel orders, or obtain details of complaints.-The assistance and advice provided by a company to those people who buy or use its products or services.-Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken. Process orders, forms and applications.-Follow up to ensure that appropriate actions were taken on customers' requests.-Refer unresolved customer grievances or special requests to designated departments for further investigation. Show less

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  Email Uplers

  Aug 2016 - Mar 2017

  Business Development Manager

  We are Email Monks – We design & code heavenly emails, newsletters and landing pages. We are specialized company with a group of divine designers and coders that excel in developing highly visual responsive emails and landing pages.We are passionate about what we do and our passion to thrive for excellence helps us to stand out. We aspire to provide a superior customer experience through all our work and keep winning the trust of our clients. Our mobile friendly template gallery stands as an example of the intricate email design and coding craftsmanship we promise to everyone who visits the Monastery.To deliver a best-in-class customer experience, we also ensure that we work 24/7 without any barriers to time zones. We are known for our fastest in the industry Turn Around Time of 8 hours and strict NDA terms that we adhere to; making it easy for brands to trust and do business with us without any hassle. We work with Direct Brands, ESPs and Agencies. Additionally, for email templates we offer 100% money back guarantee and Litmus tested end delivery of our code, compatible with 40+ email clients.Our devotion to achieve Nirvana has helped us move miles from where we started; enabling us to serve 3,500+ brands including Disney, National Geographic, Oracle and many more for their responsive email design, newsletter templates and landing pages needs.Our vast knowledge base on the Email Monks Labs enable us to share remarkably enriching content pieces in the form of infographics, blogs, case studies and so much more. We try our best to keep up with the email marketing advancements so that we get to be the first ones to update you about the latest email where abouts and happenings.Come work with us, chant the holy mantras of the email world and see Monks spell the magic! Show less

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  Vodafone

  Mar 2017 - now

  - Sourcing suppliers and maintaining long-lasting relationships with them as well as existing suppliers.- Implementing inventory optimization strategies within the company.- Obtaining quotes from different suppliers.- Supporting with price, quantity, and delivery schedules with suppliers.- Working with legal counsel to ensure that all contracts relating to product procurement contain all details of the negotiation.- Assessing quotes and compiling a detailed assessment of cost breakdowns.- Generating quote comparisons and contributing to internal supplier selection based on the quotes.- Providing solutions to improve company spending and outsourcing. Show less Duties and responsibilities -Supplier Evaluation: Conduct thorough assessments of prospective suppliers to determine their financial stability, reputation, legal compliance, and overall suitability as business partners.Compliance Verification: Ensure that potential suppliers adhere to relevant industry standards, certifications, and regulatory requirements. Verify compliance with environmental, social, and governance (ESG) principles if applicable.Risk Management: Identify and assess potential risks associated with suppliers, including financial, operational, and reputational risks. Develop risk mitigation strategies and provide recommendations to management.Documentation and Reporting: Maintain comprehensive and accurate records of supplier screening processes and outcomes. Prepare reports and present findings to management and relevant stakeholders.Supplier Onboarding: Collaborate with procurement and sourcing teams to facilitate the onboarding of approved suppliers. Ensure all necessary documentation and contracts are completed in a timely manner.Continuous Improvement: Continuously review and refine the supplier screening process to enhance efficiency, effectiveness, and alignment with industry best practices.Communication: Communicate with suppliers to address any inquiries or concerns related to the screening process and provide feedback on areas of improvement.Supplier Performance Monitoring: Collaborate with supplier management teams to establish performance metrics and track supplier performance over time. Initiate corrective actions if suppliers fail to meet agreed-upon criteria.Collaboration: Work closely with various departments, such as procurement, legal, compliance, and quality assurance, to ensure a comprehensive and consistent supplier screening process. Show less Responsibilities :- Troubleshoot the system and network problems, diagnosing and solving hardware or software faults.- Provide support, including procedural documentation and relevant reports.- Follow diagrams and written instructions to repair a fault or set up a system.- Set up new users' accounts and profiles and deal with password issues.- Respond within agreed time limits to call-outs.- Work continuously on a task until completion (or referral to third parties, if appropriate).- Prioritize and manage many open cases at one time- Rapidly establish a good working relationship with customers and other professionals.- Talk staff or clients through a series of actions, either face-to-face or over the phone, to help set up systems or resolve issues.- Support the roll-out of new applications. Show less Duties includeIdentifying, analysing, and initiating the escalation process in an organisation based on the escalation criteria specified by the organisationLinking the escalation task with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the taskAssembling the escalation management team which includes the incident owner, problem owner, and other professionals in the specified area of expertiseEstablishing accurate expectations from the escalating procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring the consumer satisfaction throughout the escalation processCoordinating with the customers for developing an escalation management plan as per their requirements, adding additional resources for escalation process if required, and developing a detailed technical plan accordinglyInitiating hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arisesUpdating and maintaining escalation process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordinglyInforming the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policiesAssuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation. 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  • Deputy Manager

    Nov 2021 - now

  • Assistant Manager

    Apr 2020 - Oct 2021

  • Senior Operations Executive

    Dec 2017 - Apr 2020

  • Operations Executive

    Mar 2017 - Dec 2017