Joel John

Experience

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  VADS Berhad

  Jan 2003 - Jan 2007

  CSR
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  IBM

  Apr 2009 - Jun 2011

  • Perform Problem Management and Change Management based on IBM worldwide guide• Problem Management: Collect problem status information, check current status in ManageNow and contact to appropriate support groups or a helpdesk team to update• Change Management: Coordinate changes, arrange schedule and resources, etc. Communication and negotiation with related groups are required.• Update status daily and report to Japan team• Support technical groups and helpdesk group when they have difficulties in handling problems or changes• Escalate to management if needed• Prepare problem reports for the meetings and report to management• Maintain procedure documentations• Be the Focal Point of Business to communicate and follow up issues of Problem Management and Change Management. Show less • Monitors customer contacts (calls, email, etc.)• Provides one-to-one coaching for call center staff.• Provides training to call center staff as required.• Prepare QA report on a timely basis• Provides QA training to new call center staffs for the orientation program• Coordinates and facilitates call calibration sessions for call center Quality Monitoring Team.• Participates in design of call monitoring formats and quality standards.• Ensuring the processes needed for the Quality Monitoring system are established, implemented, Maintained and improved.• Monitoring of consistent adherence to Quality Monitoring procedures by all team.• Performs call monitoring and provides trend data to site management team.• Prepares and analyzes quality monitoring data vs. customer satisfaction measures.• Uses quality monitoring data management system to compile and track performance at team• And individual level.• Provides actionable data to various internal support groups as needed.• Provides feedback to call center team leaders and managers.• Coordinate training schedule based on availabilities of Trainers & facilities.• Sending invitation/reminders on training information to Trainers, Attendees, and Managers.• Book facilities, venues and training equipment.• Update and photocopy all relevant training material.• Under the direction of the Training Lead, design and produce trainer packs for specific course.• Using draft supplied, prepare presentation material in different formats, including Power point.• Compile and filing Training records, including Attendance, Training Plan, Training evaluation.• Prepare feedback report and email to relevant managers.• Archive records of training, including course content, the training, the number of attendees’ o Results, feedback, etc.• Attend and minute meetings as required.• Prepare and send out certificates of attendance, as required. Show less

  • Service Management Problem & Change Management Analyst

    Sept 2010 - Jun 2011

  • Quality Assurance Specialist and Training Admin

    Apr 2009 - Sept 2010
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  HP Enterprise Services

  Jan 2011 - Mar 2015

  Business analyst

  • Translate client business needs into system/application requirements. Proactively identify and manage changes to requirements and identify risks for EDS/client. Effectively manage client expectations.• Perform the phases of the Systems Life Cycle from design/construct solution through optimization of the solution to meet client’s business requirements, within the defined technical environment, optimize code, and perform testing.• Confirms and prioritizes project plans and deliverables with the peers and customers.• Participates in business and technical information technology solution implementations, upgrades and conversions.• Understands and uses appropriate tools to analyze, identify, and resolve business and/or technical problems.• Assess the specific set of testing tasks and deliverables. Ensure valid and complete test plans and test cases are available for execution. Ensure timely completion of independent testing focusing on the quality of the solutions.• Stays current on emerging tools, techniques, and technologies.• Ensure that standard processes and procedures are followed.• Core Competency:• Responsible for CAMS and DW reporting works within agreed timeframe.• Provide Production Support for CAMS and DW reporting work.• Document requirements and implementation documents.• Responsible for any changes, problems, incidents or tasks are assigned by Team Leader or Project Lead and to ensure tasks assigned completed within agreed timeframe.• Share knowledge by providing consultative services to clients and peers/team members. Show less

• 

  IBM

  Mar 2015 - Jun 2021

  Delivery Partner Executive / Service Delivery Manager

  •Work closely with both Client, Project Executive and Global delivery organization as a primarypoint of contact for client needs, requirements, and expectations • Point of contact between Cloud Leadership and Customer as well as respective stakeholders.• Provide overall account leadership to the service delivery team for program development,project, product, and business strategies, implementing results-oriented solutions & stratagemsto meet contract deliverables.• Responsible for service quality, service delivery performance and drives service excellence. Is theowner of service delivery quality and is responsible for tracking and reporting service levelattainment/objectives (SLAs/SLOs).• Managing cost, schedule, and service deliverables.• Balancing quality and cost management of service delivery areas.• Working collaboratively with global individuals/teams to achieve client satisfaction targets.• Ensuring audit-readiness for service delivery.• Establishing effective project communication plans and present frequently to management, theclient and team members, on project status and milestones over the life cycle of a project.• Working with and manage vendor relationships in the delivery of projects and services.• Using technical knowledge and familiarity with client to identify new opportunities for growth• Involving in contract solutions. Position as a trusted solution advisor and involve in promotingnew solutions to the clients.• Responsible for defining and owning the Service/Quality Improvement plan. Responsible for planning and coordinating all the activities required to perform, monitor, andreport on the process• Remediate deviation of a process for its division• Responsible for communicating with the Incident Process Owner or Clients.• Point of contact for all Major Incidents• Responsible for the effective implementation of the process for Incident Management• Represent the first stage of escalation for Incidents Show less

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  SymphonyAI

  Jun 2021 - now

  Service Delivery Manager at SymphonyAI
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  BAE Systems Applied Intelligence

  Jun 2021 - now

  Service Delivery Manager