Jessie Joseph
Summary
Operations Manager with 14 years of experience delivering high-performance results across diverse sectors, including technology support, publishing, and business consulting. Expert in leading and mentoring cross-functional teams, optimizing processes, and driving operational efficiency through data-driven decision-making. Proven ability to exceed KPIs and SLAs while fostering a positive work culture. Adept at handling escalations, implementing SOPs, and driving continuous improvement. Passionate about scaling teams and empowering individuals to perform at their highest potential.
Overview
13
13
years of professional experience
Work History
Operations Manager, Technical Support
iOPEX Technologies
07.2024 - Current
- Led a team of L4 Designated Engineers and L3 Associated Designated Engineers, ensuring 24/7 premium support for elite accounts, exceeding all KPIs and SLAs
- Implemented streamlined SOPs for escalation management, improving issue resolution speed by 25%
- Mentored and developed a high-performing team, achieving a 15% increase in productivity
- Acted as the Global SPOC, ensuring cross-functional alignment, effective communication, and seamless collaboration between global teams
- Recognized for consistently exceeding performance metrics and receiving multiple appreciation emails from global stakeholders
Manager, Technical Support
iOPEX Technologies
07.2022 - 07.2024
- Managed 60 initial contact teams (ICTs) and Technical System Engineers (TSTs), ensuring smooth daily operations and customer satisfaction
- Enhanced L3 engineers' skills, successfully transitioning them to the Focused Service Team, contributing to higher service levels
- Conducted performance assessments and worked on a bell curve model to optimize team efficiency
- Drove performance improvements by refining support logic and case escalation prediction tools in collaboration with engineering teams
- Managed schedules and time-off requests using Genesys to ensure optimal resource allocation and minimal disruptions
Operations Manager, Publishing Services
Notion Press Media Private Limited
11.2015 - 06.2022
- Led a diverse team of 79 professionals, overseeing project managers, content creators, designers, and marketers
- Delivered over 600 publishing projects across global platforms like Amazon and Google Play, maintaining strict deadlines and high-quality standards
- Implemented new processes that resulted in a 20% increase in authors signing up at the World Book Fair
- Managed stakeholder relations, strengthening the company's market presence and increasing client satisfaction
Business Presentation Specialist
McKinsey
06.2014 - 10.2015
- Created high-quality, visually engaging PowerPoint presentations, translating complex data into actionable insights for global consultants and clients
- Known for exceptional efficiency in delivering clear, concise, and visually compelling presentations, enabling improved client communication
Quality Analyst
Amazon Development Centre Pvt Ltd
09.2011 - 12.2013
- Audited pricing and market research processes to ensure compliance with Amazon's rigorous quality standards
- Worked closely with cross-functional teams to enhance operational accuracy and efficiency
- Developed automated quality tests, increasing process efficiency and reducing errors
Education
Bachelor of Computer Application -
Stell Maris College
01.2010
Skills
- Leadership & Team Development
- Escalation & Issue Resolution
- Performance & Metrics Management
- Strategic Planning & Process Optimization
- Cross-functional Collaboration
- Customer Support Excellence
- Project Management & Execution
- CRM & Helpdesk Tools (Salesforce & Jira)
- Data Analysis & Reporting (Tableau & Genesys)
- Communication & Collaboration Tools (Microsoft Teams, Slack)
- Productivity Tools (Excel, Word, PowerPoint)
Accomplishments
- Awarded Top Performer for consistently exceeding SLA and KPI targets in 2023.
- Mentorship Program: Successfully transitioned L3 engineers, resulting in a higher retention rate and stronger team morale.
- Published Success: Led 600+ projects across Amazon & Google Play, with a 20% increase in author sign-ups at the World Book Fair.
Timeline
Operations Manager, Technical Support
iOPEX Technologies
07.2024 - Current
Manager, Technical Support
iOPEX Technologies
07.2022 - 07.2024
Operations Manager, Publishing Services
Notion Press Media Private Limited
11.2015 - 06.2022
Business Presentation Specialist
McKinsey
06.2014 - 10.2015
Quality Analyst
Amazon Development Centre Pvt Ltd
09.2011 - 12.2013
Bachelor of Computer Application -
Stell Maris College
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