Joshua Jebaraj

Experience

• 

  IBM

  Sept 2005 - Sept 2010

  1. Coordinate training of over 20 customer service representatives2. Conduct customer interaction call quality assurance monitoring in order to ensure complete and accurate information is being reported to customers as well as complete and accurate call interaction and ticket logging is performed by call center agents.3. Complete ongoing training to stay abreast of product, service and policy changes.4. Assist in developing needs assessments of Call Center representatives and Management.5. Deliver and evaluate training programs concerning domain, industry, and solution areas.6. Prepare training manuals, feedback survey forms, and support materials for the team.7. Work with Director of Sales Training, Sales VP and directors on training plans for programs.8. Co-monitor and evaluate the effectiveness of all Call Center training programs.9. Keep abreast of new training methods, competitor’s performance activity, and their upcoming products to ensure current and effective training programs for Call Center personnel.10. Contact and schedule internal or outside product specialists for specialized training.11. Maintain RCC’s Call Center training calendar of events.12. Assist in managing the content for the Call Center training website.13. Prepare the progress reports on new hires and Call Centre personnel. Show less 1. Developed a system for the Avaya Call Logging and call scripts to facilitate the efficient management of call volume which was approximately 300 calls across 5 different countries in ASEAN, which would consist of approximately 20-30 call center agents. Constructed the monthly working time schedule for the whole team2. Oversaw the daily operations for the whole Call Center personnel while executing strategies to improve and maintain exceptional customer service experience and call center service levels3. Attended conferences and seminars regarding latest products and technologies developed by Lenovo, to further enhance knowledge for support and work closely with the training division on what are required training which needs to be conducted for the call center agents.4. Analyzed calls logged by the teams in each ASEAN country (Singapore, Malaysia, Indonesia, Philippines, Thailand) to strategically identify weaknesses and or inconsistencies in processes and gather necessary information via proper reporting tools to correct and modify existing work flows to ensure up-to-date procedures and efficiency5. Handled escalation complaints when customer’s requests were not met by the Call Centre personnel by working closely with first and second tier support groups to maintain a stable call center operations6. Compiled weekly monitoring charts from all the line leads from their respective countries and analyzed groups whose KPI’s were not met. Monitored the call abandon rates on a daily bases for all the countries7. Attended weekly meeting with the line leads of each respective countries on their team performances and share issues and probable resolutions to similar problems faced in each team with the customer.8. Create, edit, document and implement best practices for Call Center procedural guidelines, agent training and call center support requirements.11. Liaised with other countries Lead Product Specialist regarding product issues. Show less 1. Offering 1st – 3rd level hands-on and telephone support on hardware and software, LAN and WAN.2. Providing strong troubleshooting, problem solving and analytical skills that have elevated efficiency as well as providing outstanding second level support and excellent customer service3. Provide feedback to agents under my care, on a weekly basis or as and when needed.4. Refer problems where necessary, to engineers or lead product specialist.5. Handle escalation cases when customers require communicating with the higher management. Show less 1. Handled a high influx of inbound calls within a dynamic call center environment.2. Managed multiple priorities and maintained effective results in a quota driven workplace.3. Responded to customer inquiries and requests and resolved issues efficiently and professionally4. Exercised strong interpersonal communication skills with customers and department personnel5. Utilized multiple call center support applications to efficiently assist customers and agents.6. Utilized multiple call center support applications to efficiently assist customers and agents. Show less

  • Product Trainer

    Jan 2009 - Sept 2010

  • Lead Product Specialist

    Dec 2007 - Dec 2008

  • Remote Technical Support Specialist

    Jul 2007 - Dec 2007

  • Callcenter Customer Service Representative

    Sept 2005 - Jun 2007
• 

  IBM

  Nov 2010 - Jul 2013

  1. Was involved in full scope of the call center startup in Malaysia including hiring of the whole call center team of about 80 plus agents.2. Responsible for the accumulation of reports and maintenance of the team’s working accomplishments and administrative information, as and when required for the Supervisors, Senior Managers and Directors of KAL.3. Coordinate and maintain the Regional Call Centre’s data into presentable format, and communicating all findings to the Senior Level Management of IBM KAL for team performance evaluation and discussion.4. Report to the manager periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs.5. Manage and monitor customer service agents workloads6. Manage the development and training needs of the agents7. Enforce overall compliance with KAL processes8. Manage the processing of the call queues on a daily basis9. Provide escalation support to the customer service agents in daily operations10. Provide effective and timely resolutions for the various customer escalations that are received by the team.11. Strive for one time-call resolution of customer issues. Show less 1. Serve as a Direct Call Center operations liaison between clients, supervisors, and Call Centre employees for ASEAN (Singapore, Malaysia, Indonesia, Philippines, Thailand & Vietnam).2. Administrator and evaluate performance management of the team by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.3. Responsible for the accumulation of reports and maintenance of the team’s working accomplishments and administrative information, as and when required for the Supervisors, Senior Managers and Directors of RCC.4. Utilize various reporting tools and support applications to evaluate Call center metrics on a daily, weekly, monthly and annual basis. Provide consistent feedback regarding the job performance for individual agents as compared to their peers to their respective Line Leads5. Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet set objectives.6. Coordinate and maintain the Regional Call Center's data into presentable format, and communicating all findings to the Senior Level Management of IBM RCC for team performance evaluation and discussion.7. Review Call Center statistics to measure call agent’s performance and review the need for improvement.8. Report to the manager periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and team training needs.9. Monitor interaction between staff and callers to ensure quality assurance standards.10. Strike a positive and cooperative tone with both customers and co-workers.11.Coordinate the interviewing, and hiring of over 20 customer service representatives. Show less

  • Operations Team Lead

    May 2012 - Jul 2013

  • Team Lead

    Nov 2010 - May 2012
• 

  ServiceSource

  Aug 2013 - now

  1. Developed work schedules and processed salary packages. Employee related management included interviewing, hiring, training, coaching, motivating, discipline, performance appraisal, conflict resolution, and the administration of human resource policies and initiatives. Recruited quality future employees.2. Created and executed recruitment game plans for management staff to follow to improve yearly profit margin3. Collaborate with other managers or staff members to formulate and implement policies, procedures, goals, or objectives. Monitor spending to ensure that expenses are consistent with approved budgets.4. Planning yearly budget for the team based on current profit margin and based on company and clients targets and directions5. Review activity reports, performance data, and financial statements; evaluate business operations to determine the needed cost reduction and process improvement to ensure effectively meet company's goal achievement.6. Streamlined access to information for the team by working with the clients process architects and internal process architects7. Designed, developed, automated and produced reports to monitor clients' performance in various key metrics to evaluate cost and utilization and plan performance based on clients quarterly sales targets for their internal sales team and companies internal sales team by engaging / working closely with the internal reporting team8. Supported leadership in attracting, developing and retaining talent to support achievement of business outcomes. This was done by working with the company’s internal training team to do a program which was called ELP (Emerging Leadership Program) which would cater for potential Team lead who would like to build and move up the ladder in the company9. Lead and deliver the talent pipeline and recruit externally where necessary by working closely with our internal HR Team. Show less 1. Managing quote requests from Juniper & its partners on the recurring revenue renewal business. I work closely with the Service Source quoting teams, sales teams and Juniper teams to drive this.2. Manage a team of Partner Service Representatives who respond to queries from Juniper & its partners. This team also follows up on the closure of renewal quote-related queries.3. Single point of contact for escalations of the Juniper account, Juniper partners & overseeing urgent deal quote requests.4. Appointed change manager for operations processes related to renewal quotes, including acknowledging, reviewing, assessing impact & timelines, communicating and coordinating these change implementation within Service Source teams.5. Oversee the renewal quote process documentation for Juniper & its partners, including the FAQ list.6. Engage with Juniper on quote turnaround time and hygiene of quote requests from Juniper’s partners.7. Accountable for business results including meeting client satisfaction, productivity, financial, and other business measurements by cultivating interdepartmental collaboration between the quoting team and the PSR team which resulted in enhanced service turnarounds8. Led and facilitated weekly / quarterly client meetings, tracked deliverables, resolved service issues, generated and presented reports, and collaborated with both internal departments as well as third party carriers9. Improved client booking process but working closely with the Order Management team to understand their roadblocks and assisted in changing the manner the process was done to reduce turnaround time for quotes to be booked by partners Show less 1. Assigning territories for sales reps coverage and appropriate distribution of accounts to each of my team member which consist of 20 reps for APAC Quoting and 3 reps for Japan Quoting2. Managing the team effectively to reach quarterly sales objectives and in-quarter operational goals.3. Assist to derive the annual forecast projection, quarterly objectives and quotas of the team.4. To identify gaps in the process and to build an efficient process map that will increase team productivity.5. Manage the daily operational activities of the team, record performance issues and manage employee relations6. Deliver account specific training to sales reps on processes, technical questions, client interactions, call quality and account strategy.7. Verifies data integrity of batch reports produced by the business for reporting purposes.8. Involved with the workforce planning of the team, which includes attrition, retention and hiring9. Assists in the development of staff including recruiting, interviewing, leading orientations, and training10. Build the capability of the quoting team through effective performance management and frequent team sharing to ensure everyone in the team are aware and focus on their goals and targets11. Establish clear performance expectations, hold people accountable for results and provide employees feedback to improve performance Show less

  • Operations Services Manager

    Sept 2016 - now

  • Managing Partner

    Mar 2016 - Aug 2016

  • Operations Team Lead

    Aug 2013 - Feb 2016