Martin Joseph

• Manage all aspects of customer service operations.
• Lead operational teams to achieve business goals.
• Align activities of teams to support business strategy objectives and contribute to business financial commitments.
• Be responsible for customer satisfaction and relevant quality, legal, and compliance requirements.
• Utilize LEAN techniques to drive operational efficiency improvements at the business and department level.
• Identify / develop talent and lead by example to promote a performance culture.
• Respond to escalation requests when receiving management escalations to address customer concerns or create on demand account escalations to manage a customer holistically for 1 or more escalated case.
• Evaluated job performances of team members regularly through feedback sessions.

• Mapping business requirements and coordinating the development and implementation of processes in line with the pre-set guidelines, spearheading process transition initiatives.
• Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level across the Globe. (US - Phoenix / Lodz / Hangzhou / Chennai / Bangalore)
• Realizing process improvements, applying different six sigma tools & techniques in different business processes to enhance productivity & profitability.
• Driving Organizational Results with Lean Methodology.
• Develop, improve and optimize work assignment, prioritization logic to manage work from various regions with multiple constraints.
• Oversee and maintain the Workforce Management (WFM) Platform utilized for forecasting, scheduling, tracking, monitoring and reporting the daily/monthly call centre statistics i.e.: volumes, schedule adherence and service level achievement
• Tracked, analyzed and delivered to senior management accurate call volume, service level statistics, staffing plans and resource requirements to enable optimal operations in a employee call centre across the Globe (APAC / EMEA / US)

· Leading and developing a team of associates; responsible for the overall performance management, coordination and evaluation of the team.

· Develop and achieve performance goals and objectives in line with the network wide vision and goals.

· Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training, planning and assigning work, reviewing employee performance, and conflict resolution.

· Mentoring to new managers and as well as employees with high growth potential.
Developing and achieving performance goals for an individual and team.

· Communicating policies to associates as the primary information source for staff.

· Management of SLAs (Service Level Agreements), quality, and customer experience.

• Driving Organizational Results with Lean Methodology.
• Supervised and Managing teams of 40 CSR’s (at peak responsibility) under US and EMEA regions and 3 Team Leaders.
• Handling the end to end process of Order to Cash and Electronic Transactions – EDI.
• Stabilize the sub process across all the locations.
• Regular process review with each location to understand the client’s requirement
• Ensure the Client metrics are met on daily basis
• Ensuring 98% Quality on Sales order creation for all types of transactions.
• Cross training between the sub processes for better delivery
• Team Management and Attrition Control
• Ensure minimal escalations & timely management of client complaints

•Manage all customer order management transactions

•Perform Price/Delivery Quotes with proper coordination from Marketing and Planning

• Perform Order Entry, Validation, Scheduling, Rescheduling, and Cancellations per T&C’s

•Resolve obstacles between customers' requirements and s ability to satisfy them and provides early warning.

•Effective utilization of Inventory in Hand to Increase the billing every quarter and reduce the Inventory holding Cost (DIOH – Days on Inventory on Hand)