JOY JOSE
Indore
Summary
With over seven years of expertise in both customer-facing and backend support roles, I offer a versatile skill set designed for dynamic business environments. I combine technical proficiency with a rigorous approach to quality control, ensuring that all deliverables meet strict accuracy benchmarks. I am a proactive problem-solver with an agile mindset, capable of pivoting quickly to meet changing business needs without compromising on the quality of output. My goal is to leverage this experience to facilitate smooth operations and contribute to a culture of continuous improvement and error-free performance.
Overview
9
9
years of professional experience
Work History
Support Specialist - MID 2
Revolut
Remote
08.2026 - Current
- Investigated and resolved suspected KPI manipulation tickets, evaluating supporting evidence to validate legitimate exceptions
- Analyzed quality evaluation markdowns with team members, explaining scoring rationale and providing actionable guidance to prevent recurring compliance and quality defects
Support Specialist - MID 1
Revolut
Remote
09.2025 - Current
- Following a promotion to the Mid 1 level, I expanded my scope to focus on operational excellence. I took the initiative to draft new process flows while continuing to manage complex Tier 2 support cases and executive escalations. Additionally, I broadened my leadership experience by taking on ad-hoc management responsibilities to support team objectives
Support Specialist - Junior 3
Revolut
Remote
03.2025 - 09.2025
- Progressed to Junior 3, I successfully managed both Manager and Advanced escalation chats, consistently delivering top-tier communication quality. I fostered effective cross-functional collaboration with teams, including the Technical and Customer Experience teams, to swiftly resolve complex technical and product issues, thereby ensuring high user satisfaction.
Support Specialist - Junior 2
Revolut
Remote
10.2024 - 03.2025
- Progressed to Junior 2, demonstrating an expanded scope of responsibilities that included managing global customer chats in addition to supporting expansion markets.
- Facilitated performance improvement and knowledge transfer by conducting and meticulously documenting shadowing sessions for new hires and underperforming team members, providing structured, actionable feedback.
Support Specialist - Junior 1
Revolut
Remote
10.2023 - 10.2024
- Managed and resolved complex user concerns via chat across multiple core verticals—Product features, Account management, and Promotional offers—for users in key international expansion markets (USA, Singapore, New Zealand, Australia, Sri Lanka, and Moldova).
Analyst
XL Dynamics
Indore
02.2022 - 08.2023
- Portfolio Management: Oversaw the end-to-end operations of 156 rental properties across Southern California, ensuring high occupancy rates and operational efficiency.
- Financial Administration: Managed full-cycle accounts payable/receivable, including preparing invoice packages, reconciling material receipts, and processing payments via checks, credit cards, and online portals.
- Vendor Relations: Negotiated pricing and service agreements with vendors; coordinated maintenance and legal requirements with attorneys and City/County offices.
- Tenant Lifecycle Management: Executed comprehensive tenant screening (credit analysis, employment, and residence verification), manage lead follow-ups, and drive lease renewals to maximize retention.
- Compliance & Reporting: Collaborated with US counterparts to ensure strict regulatory compliance. Maintained detailed dashboards to track KPIs and report daily operational status to the Vice President.
- Marketing & Leasing: Directed marketing efforts by posting rental listings and managing prospect communications to minimize vacancy periods.
Junior Process Analyst
WM Universal Solutions
Indore
07.2019 - 12.2021
- Streamlined financial data analysis for the "Smart Truck-3 Eye Automation Project," increasing the accuracy of revenue projections by 40%.
- Generated daily and weekly reports and delivered strategic presentations to key stakeholders.
- Resolved complex commercial disputes regarding refunds and overcharges, effectively managing customer relations.
- Leveraged MAS (Mid-American System) to manage billing, invoicing, and ticket preparation with high precision.
- Managed Salesforce workflows and incident creation across 17 major U.S. markets.
- Drove revenue growth by conducting audits and performing detailed customer mapping and analysis.
- Developed comprehensive onboarding materials, Standard Operating Procedures (SOPs), and training documentation to support team development.
- Collaborated with onshore and offshore teams to address client queries and ensure timely follow-ups.
- Spearheaded the testing and implementation of new client projects and software tools.
- Conducted quality assurance audits on tasks performed by new team members to ensure compliance with standards.
Technical Support Executive
Hinduja Global Solutions
Indore
03.2018 - 04.2019
- Achieved First Call Resolution (FCR) by effectively diagnosing issues and coordinating with cross-functional teams to implement solutions.
- Delivered on-call troubleshooting support, ensuring rapid resolution of technical and service-related issues.
- Provided specialized International Roaming support to domestic subscribers, ensuring seamless connectivity while traveling abroad.
- Managed workflow distribution by allocating tickets and generating daily complaint reports to track service trends.
- Resolved high-priority escalations with a focus on customer retention and satisfaction.
- Identified and implemented process improvements to enhance operational efficiency and service quality.
Education
Master of Business Administration - Finance & Human Resources
Shri Gujrati Institute of Professional Studies
IndoreBachelor of Commerce -
Christian Eminent College
IndoreHigher Secondary -
Christian Eminent School
IndoreSkills
- Customer service Expert
- Communication skills Expert
- Documentation review Expert
- Microsoft Word
- Microsoft Excel
- Google Docs
- Process Documentation Expert
- Customer Engagement
- Retention Expert
- Dispute Resolution
- Compliance Review
- SOP creation
- Time Management Expert
- Problem-Solving Expert
- Documentation Expert
- Confluence
- Jira
LANGUAGES
Hindi Highly Proficient, English Highly Proficient
HOBBIES
Playing Snooker, Listening to Music, Travelling
Timeline
Support Specialist - MID 2
Revolut
08.2026 - Current
Support Specialist - MID 1
Revolut
09.2025 - Current
Support Specialist - Junior 3
Revolut
03.2025 - 09.2025
Support Specialist - Junior 2
Revolut
10.2024 - 03.2025
Support Specialist - Junior 1
Revolut
10.2023 - 10.2024
Analyst
XL Dynamics
02.2022 - 08.2023
Junior Process Analyst
WM Universal Solutions
07.2019 - 12.2021
Technical Support Executive
Hinduja Global Solutions
03.2018 - 04.2019
Master of Business Administration - Finance & Human Resources
Shri Gujrati Institute of Professional Studies
Bachelor of Commerce -
Christian Eminent College
Higher Secondary -
Christian Eminent School