Jayesh Marakkal

Experience

• 

  IBM

  Oct 2007 - Sept 2009

  Technical Support Specialist

  Dedicated Technical Support Specialist with a proven track record of delivering exceptional IT support to enhance customer experiences. Adept at troubleshooting PC, printer, and Internet issues while ensuring strict adherence to company policies and procedures. Proficient in swiftly resolving customer queries and complaints with minimal turnaround time, consistently exceeding quality benchmarks. Instrumental in implementing and enhancing quality assurance methodologies.Key Responsibilities:• Proficiently diagnose and resolve a wide range of technical issues related to PCs, printers, and Internet connectivity, ensuring minimal disruption to end-users.• Collaborate with cross-functional teams to identify and resolve complex technical challenges, delivering comprehensive solutions.• Successfully addressing customers' queries/complaints and evolving quick resolutions with the minimum turnaround time • Adhering to the various quality measures and functioning as an instrumental member for the implementation of quality assurance methods • Consistently provide exemplary customer service by addressing inquiries, complaints, and technical issues with professionalism, empathy, and patience.• Diligently adhere to company policies and procedures, ensuring a seamless and compliant workflow.• Stay current with the latest technology trends and emerging tools to provide cutting-edge support. Show less

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  BPT Web Services

  Mar 2010 - Jul 2011

  Senior Content Developer

  Senior Content DeveloperMar. 2010 – Jul. 2011. BPT Pvt. Ltd., Noida• Write and edit compelling articles, blogs, press releases, and website content for clients across various industries. Ensure that the content is informative, engaging, and aligns with the clients' brand voice and objectives.• Implement best practices for on-page SEO optimization, including keyword research, meta tags, headers, and internal linking. Develop strategies to improve organic search rankings and increase website traffic.• Work closely with website designers to ensure seamless integration of content with visual elements, layout, and user experience. Collaborate with business development managers and digital marketing experts to align content with clients' marketing strategies.• Contribute to content strategy development for clients, identifying target audience, content themes, and key messages. Conduct research to gather relevant information and industry insights to inform content creation.• Conduct thorough proofreading and editing to ensure accuracy, clarity, and consistency in grammar, spelling, and punctuation. Maintain a high level of attention to detail and ensure adherence to brand guidelines and style preferences.• Collaborate with the digital marketing team to promote content across various channels, including social media platforms, email campaigns, and content syndication networks. Monitor content performance and provide recommendations for optimization. Show less

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  IYogi

  Sept 2011 - Jan 2012

  Associate Editor (Tech News)

  Associate Editor, Tech NewsSep. 2011 – Feb. 2012. IYogi Technical Services Pvt. Ltd, Gurgaon• Develop and maintain a content calendar for the Technical News team, ensuring a consistent flow of relevant and timely content.• Edit news articles and blogs to meet the editorial standards of the company, including checking for grammar, spelling, punctuation, and factual accuracy.• Rate the performance of writers based on predefined parameters, providing constructive feedback and guidance for improvement.• Provide training to new writers on the company's style guide, ensuring adherence to editorial guidelines, tone, and formatting.• Educate writers and sub-editors about the latest updates on new editorial policies, ensuring consistency across all content produced.• Write high-quality editorial-level articles and blogs when necessary, covering technical news topics with clarity, accuracy, and a compelling writing style.• Ghost-write for the CEO's blog, capturing their voice and conveying key messages effectively.• Collaborate with the editorial team to brainstorm and develop new content ideas, ensuring a fresh and diverse range of topics for the Technical News Division.• Conduct research to stay up-to-date with the latest industry trends, technologies, and advancements to provide insightful and cutting-edge content.• Collaborate with the marketing team to optimize content for SEO, ensuring maximum visibility and engagement from target audiences.• Collaborate with designers and multimedia professionals to enhance articles and blogs with relevant visuals, infographics, or videos. Show less

• 

  SunTec India

  Feb 2012 - now

  Notable achievement: Under my leadership, my team achieved exceptional growth, surpassing a remarkable 100% increase in team size and billing/revenue during the year 2022. Additionally, my team has consistently maintained a top-ranking position within the organization since 2018, showcasing our commitment to excellence and sustained success.• Lead and manage a team of process associates, team leaders, and editors, ensuring seamless collaboration and high-quality content production.• Interact with clients to understand their specific requirements and tailor content development strategies accordingly, resulting in increased customer satisfaction and retention.• Work closely with SEO specialists to align content marketing efforts with best practices of digital marketing, improving website visibility and reach.• Collaborate with the client's in-house marketing and content teams to ensure adherence to quality guidelines and brand consistency.• Educate and train team leads on project requirements, enabling them to effectively communicate expectations to the writing and editing teams.• Implement quality control measures to maintain consistently high standards of content, reviewing the work of writers and editors to identify areas for improvement.• Develop and refine general style guides and project-specific style guides to ensure a cohesive and consistent brand voice across all content.• Set key performance indicators (KPIs) for the team and track performance on a weekly and monthly basis, identifying areas of strength and improvement.• Proactively identify gaps in expectations and delivery, recommending solutions to optimize team performance and enhance client satisfaction.• Conduct periodic outreach to existing customers to gauge their satisfaction with the team's performance• Initiate contact with inactive clients to gather feedback and explore opportunities for resuming business, gaining valuable insights into client churn, etc. Show less - Liaised with the sales team to provide pre-sales support for upcoming and ongoing projects.- Supervised work allocation and workflow management for two teams, each led by a team leader.- Optimized resource utilization by accurately assessing resource needs for each project.- Collaborated with HR for resource recruitment and onboarding.- Generated and tracked Key Performance Indicators (KPIs) for each team.- Monitored team performance and implemented continuous improvement initiatives.- Provided constructive feedback to team leaders and editors to enhance performance.- Conducted training sessions to update team members' skills and knowledge.- Ensured quality control and adherence to style guides for the best project outcomes. Show less • Liaising with the sales team to strategize for upcoming and ongoing projects.• Efficiently allocating tasks and managing workflow for a dynamic team of professionals.• Spearheading the generation and tracking of key performance indicators (KPIs) to measure team success and progress.• Driving continuous improvement initiatives to enhance team productivity and efficiency.• Conducting comprehensive training sessions to elevate the skill set of my team members.• Ensuring rigorous quality control to maintain the highest standards and adherence to style guides.• Extensively wrote for the in-house team, authoring content for the company's websites, with a focus on elevating overall quality, enhancing accessibility of information, and creating compelling content. These efforts contributed to increased website traffic, improved visibility in search results, and a heightened online presence.Notable Achievement: I am particularly proud of the remarkable team expansion during my tenure. I set up the content team within the organization (which was non-existent before my involvement or structureless and scattered at best), and created efficient processes and workflows. I hired team members with the requisite skill set, conducted comprehensive training programs for writers and editors, and played a pivotal role in initiating and optimizing team operations. I successfully grew my team from a modest 4 members to a robust workforce of 14 by the end of the year, marking an extraordinary growth rate of over 300%. Show less

  • Project Manager

    Jun 2014 - now

  • Assistant Project Manager

    Feb 2013 - Jun 2014

  • Team Leader

    Feb 2012 - Feb 2013