Work Preference
Summary
Overview
Work History
Education
Skills
Scholastics Portfolio
Accomplishments
Languages
Awards
Profile Summary
Personal Information
Certification
Timeline
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ROSON JOSHUA JACOB
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ROSON JOSHUA JACOB

Bangalore

Work Preference

Job Search Status

Open to work
Desired start date: Open to discussion

Desired Job Title

Manager, Process Excellence and System DesignTeam Leader, Customer Delight TeamTeam LeaderConsultant

Work Type

Full Time

Location Preference

On-SiteRemote
Location: Bangalore
Open to relocation: No

Important To Me

Career advancementCompany CultureFlexible work hoursWork from home optionStock Options / Equity / Profit SharingPersonal development programs

Summary

Operations & Customer Experience Leader with 11+ years of experience driving operational excellence, customer satisfaction, and scalable service delivery across SaaS, fintech, and high-growth technology environments. Proven track record in leading cross-functional programs focused on Customer Experience (CX), CSAT, NPS, DSAT analysis, customer journey optimization, and service quality improvement.

Expertise in end-to-end operations management, including SLA/KPI design, workforce planning, performance management, and continuous process improvement (Six Sigma methodologies). Skilled in identifying experience gaps through voice of customer (VoC), root cause analysis (RCA), and data-driven insights, resulting in improved retention, reduced churn, and enhanced customer loyalty.

Strong experience in support operations and customer lifecycle management, leveraging platforms like Zendesk, Freshdesk, Intercom, and HubSpot CRM to optimize ticket resolution, reduce TAT, and improve first contact resolution (FCR). Adept at building and scaling customer support functions, escalation management frameworks, and quality assurance (QA) programs.

Demonstrated success in driving automation and digital transformation initiatives, including RPA, AI-driven support solutions, chatbot enablement, and workflow automation, leading to increased efficiency and cost optimization.Data-driven leader and enabling real-time tracking of CSAT, NPS, SLA .Recognized for strong stakeholder management, collaborating with Product, Engineering, Risk, and Business teams to align customer experience strategies with organizational goals. Passionate about building high-performing teams, enhancing customer engagement, and delivering measurable business impact through superior customer experience and operational excellence.adherence, backlog, productivity, and operational KPIs.

Overview

1
1
Certification
14
14
years of professional experience

Work History

Manager, Process Excellence and System Design

Razorpay
Bangalore
12.2020 - Current

Implemented global SLA system to enhance user-centric service delivery through effective mapping and operational efficiency.

Led cross-functional teams in end-to-end operations support, driving efficiency and enhancing user experience.

Implemented maker/checker process in banking operations, improving workflow governance and service efficiency.

Developed RPA automation for banking operations, reducing average handling time from 2 hours to 10 minutes per bank.

Redefined agent categorization for precise ticket disposition, aligning resolutions directly with customer concerns.

Introduced WhatsApp bot for standardized queries, cutting down over 4,000 support calls monthly and optimizing self-service resolution.

Developed AI-driven support tools using Claude and Replit to create a knowledge base that improved information accessibility and accelerated resolutions.

Team Leader, Customer Delight Team

Healthifyme
Bangalore
08.2017 - 12.2020
  • Managed daily operations and led team management to enhance service delivery.
  • Established daily, weekly, and monthly targets while allocating email tickets to optimize workflow.
  • Oversaw performance and client management to meet service levels and CSAT, NPS scores.
  • Devised performance improvement plans for new reps and under performers, helping them in achieving targets thereby increasing resource quality and pass percentage
  • Handled escalations - Play store and CEO level escalation
  • Conducted regular floor walks and huddles to ensure consistent process knowledge among team members.
  • Monitored the voice of customers through surveys and other means of communication

Team Leader

Aegis Limited
Bangalore
04.2016 - 08.2017
  • Led team in daily operations and ensured smooth workflow.
  • Oversaw daily operations and coordinated team activities to ensure smooth workflow.
  • Established daily, weekly, and monthly targets while assigning tickets for efficient email distribution.
  • Developed training programs to enhance team skills and performance.
  • Coordinated project timelines and resource allocation effectively.

Consultant

Flipkart India Private Limited
Bangalore
11.2014 - 04.2016
  • Onboarded sellers in collaboration with seller acquisition team and supported cataloguing efforts with cataloguing team.
  • Collaborated with cross-functional teams to enhance customer experience initiatives.
  • Provided expertise and guidance to strengthen team effectiveness.
  • Developed training materials for onboarding new consultants and team members.

Financial Analyst

Wells Fargo & Company
Bangalore
10.2012 - 11.2013
  • Verified and analysed loan requests, ensuring alignment with company standards and client needs.
  • Reviewed loan requests for compliance with internal guidelines, facilitating informed lending decisions.

Summer Internship

06.2013 - 08.2013
  • Big Bazaar, Bangalore (Future Group): One month research done on what factors come into play before the customer makes the purchase decision.
  • Spar Hypermarket (Landmark Group): One month research done on how a retail industry works and different

Education

MBA - Marketing and HR

Kristu Jayanti College
Bangalore
01-2012

BA - Journalism, Psychology and Computer Science

Kristu Jayanti College
Bangalore
01-2010

CBSE +2 - Commerce with Informatics

St. Columbas School
New Delhi
01-2007

Class X -

St. Columbas School
New Delhi
01-2005

Skills

  • Process optimization
  • Project management
  • Workflow automation
  • Process mapping
  • Data analysis
  • Quality assurance
  • Strategic planning
  • Stakeholder communications
  • Client engagement
  • Performance management
  • Team leadership

Scholastics Portfolio

  • 05/01/12, MBA (Marketing and HR), Kristu Jayanti College, Bangalore University
  • 05/01/10, BA (Journalism, Psychology and Computer Science), Kristu Jayanti College, Bangalore University
  • 05/01/07, CBSE +2 Commerce with Informatics, St. Columbas School, New Delhi
  • 05/01/05, CBSE Class X, St. Columbas School, New Delhi

Accomplishments

TESLA AWARD at Razorpay
Best TL Award at Aegis-Reliance Jio Process
TOP 5 performers at Wells Fargo and Company
TRAILBLAZER AWARD at Razorpay

Languages

English

Hindi

Malayalam

Kannada

Awards

  • TESLA AWARD at Razorpay
  • Best TL Award at Aegis-Reliance Jio Process
  • TOP 5 performers at Wells Fargo and Company
  • TRAILBLAZER AWARD at Razorpay

Profile Summary

Demonstrated expertise in leading high-risk, complex, multi-region projects., Experienced in managing project financials, including P&L., Utilized agile methodologies for successful project delivery., Currently pursuing PMP certification., Proven ability in identifying and developing new opportunities with clients., Successfully onboarding clients onto platforms like Flipkart., Strong commercial acumen with experience in managing budgets., Proficient in driving operational governance and improving efficiency., Skilled in analyzing market trends and providing tailored solutions., Deep knowledge of customer workflows and IT infrastructure., Freshdesk, Intercom, Hubspot, Microsoft Excel, Committed to continuous learning and development.

Personal Information

  • Passport Number: Yes
  • Date of Birth: 06/28/89
  • Marital Status: Married

Certification

Lean Six Sigma Green Belt certified by the Asian Quality of Total Management
Certified Scrum Master from the Scrum Alliance
Introduced a training module for the Intercom team at HealthifyMe
PMP trained by the PMI Institute

Timeline

Manager, Process Excellence and System Design

Razorpay
12.2020 - Current

Team Leader, Customer Delight Team

Healthifyme
08.2017 - 12.2020

Team Leader

Aegis Limited
04.2016 - 08.2017

Consultant

Flipkart India Private Limited
11.2014 - 04.2016

Summer Internship

06.2013 - 08.2013

Financial Analyst

Wells Fargo & Company
10.2012 - 11.2013

MBA - Marketing and HR

Kristu Jayanti College

BA - Journalism, Psychology and Computer Science

Kristu Jayanti College

CBSE +2 - Commerce with Informatics

St. Columbas School

Class X -

St. Columbas School

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