Stepheena Jose

• · Manage business and operational excellence for customer support organization, including handling international stakeholders.
• Specialize in project implementation within the customer service department, including system deployment and process alignment.
• Collaborate with team leaders to develop project plans, policies, and procedures, ensuring international stakeholder engagement.
• Establish Project Controls operating rhythm for outages and deliver progress reports to global stakeholders.
• Develop project plans, timelines, and budgets, coordinating activities for smooth implementation across international teams.
• Monitor project progress, address issues, and ensure compliance with international regulations/standards.
• Conduct project evaluations, identify lessons learned, and make recommendations for improvement, considering global perspectives.
• Align project activities with organizational goals and ensure smooth transition of changes to operational environment, catering to international requirements.
• Engage with stakeholders from various regions, monitor project advancement, and provide updates at predetermined intervals.
• Contribute to large-scale strategic initiatives, ensuring efficiency and cost-effectiveness of solutions across international operations.
• Independently research complex business initiatives, provide support, and make recommendations, considering global impacts.
• Assist in planning and executing various programs and initiatives for risk mitigation and customer experience enhancement on a global scale.
• Serve as Global Cyber BCP Advisor, developing and testing Cyber BCP for customer service, and coordinating gap identification and closure internationally.

Supervisor - Customer service | Feb 2019 – Aug 2020

• Managed team of 15, conducted performance assessments. Strategized and monitored daily operations, assisted staff, and maintained documentation.
• Developed service policies, participated in business reviews, and proposed system/process changes. Analyzed and suggested improvements, addressed client needs, and drove adoption of use cases.

Team Leader - Customer service | Feb 2016 – Feb 2019

• Provided training and development for team members, improved processes, and resolved queries.
• Identified root causes, implemented corrective actions, and updated stakeholders.
• Engaged with engineering team for technical implementations, drove annual planning process, and supported alignment initiatives.
• Mitigated risks, captured global forecasts, and ensured team's clarity on quality and service performance.

• Managed process and reporting activities covering financial, productivity, quality compliance, and training.
• Oversaw weekly/monthly/yearly opportunity forecast tracking, consolidation, reporting, and presentations.
• Designed and executed Ad hoc reporting for Sales and Sales Operations Management.
• Conducted training sessions for process changes and new employee onboarding.
• Collaborated cross-departmentally for seamless communication and coordination.
• Analyzed operational performance reports for management review and engaged in trade schemes.
• Maintained long-term relationships with business partners and reported competition scenarios through MIS Reporting.

• ·Updated Hardware and Software orders in the system and evaluated customer order packages.
• Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
• Validated results and performed quality assurance to assess accuracy of data.
• Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
• Queried databases for information needed for report processing.