Posco John

• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Coached employees through day-to-day work and complex problems.
• Monitored employee and customer interactions to assess quality of service.
• Prepared employee schedules for maximum coverage during key hours.
• Managed specialist team to provide technical assistance and customer service.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience. Maintained consistent NPS of over 85 and 97% CSAT
• Developed detailed plans based on broad guidance and direction.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Team size – Global team comprising of 23 L2/L3 engineers, leads and escalation managers across 9 different countries.
• Effectively manage workload, drawing balanced line between engineer bandwidth and technical issue complexity such that our customers get quality support all time.
• Regular cadence with R&D focused on addressing top issues of the product, top issues of key (Tier1/2) customers and strong interlock with the support engineering. Such interactions involved L3 engineers on the team i) testing Early release bits ii) providing effective feedback and iii) help R&D prioritize fixes in future releases.
• Ensuring regular meetings (L3 calls) / trainings, either f2f or remote, thereby spreading knowledge amongst teams across various technologies/products.
• Leading escalations, triaging with Support, Product and Customer teams to resolve conflict arising due to 1) Implementations 2) Renewals/upsells 3) Product issues
• Act as backup site manager in absence of site manager

• Maintained proper staffing levels to guarantee timely and accurate deliveries.
• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Contributed to internal and external account reviews.
• Supervised operations of 24-hour customer service desk staffed by 36 team members.
• Oversee the migration of data center consolidation for which the team was formed. The data center was to be consolidated from 19 to 4 data centers
• Attended staff and client meetings and served as liaison to manage operations for account.
• Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
• Perform RCAs and implement new processes to plug the gaps from previous experience
• Initiate processes to maintain 100% quality and no dropped balls by doing 4 eye checks and 360 degree reviews before going ahead with final implementation.

• Developed and initiated projects, managed costs, and monitored performance.
• Identified plans and resources required to meet project goals and objectives.
• Established a new capability team as part of the Global Workforce Transformation Initiative.
• Vendor Management, Procurement Management, Financial Services, Transformation Services were identified and requirement gathered for all regions (Americas, Asia and Europe)
• Any project support services which a PM might ask for falls under this team and are leveraged to help the PM in any project as required
  

Project Workforce Transformation

• Managed a high-end project as a junior project manager under the directive of a Sr. Project Manager to migrate around 1600 resources from onshore to best shore centers.
• Reach out to capability leaders across various regions in Europe and ask them to identify number of resource to be migrated
• Identify constraints with works council and union and labor laws
• Work with HR to understand the business impact and protect company interests
• Provide the required information to the Sr. Project Manager so that he can work on this at a higher level

• Team size (~25 voice and chat engineers)
• Research and provide high-end technical solutions for chat and voice support for MS Employees.
• Provide floor supervision and act as escalation point of contact for cases being worked on by L1 engineers.
• Provide guidance on process and procedures whenever the engineer is stuck with an issue.
• Support various platforms like OS, Messaging, LOB Application and Mobility.
• Provide trainings and cascade other information that we receive from the product team and L3 team.
• Approve escalation to next technical level and ensure we have done everything with the resources provided and not have anything that we could have solved at our end.