Vijay Joseph
Manager
Bangalore
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success offering 16+ years of extensive leadership experience in Operations, Project, Program, and Service management. Deep understanding of day-to-day transition and project activities for large global transformation programs and projects handling People, Process, and Technology. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
21
21
years of professional experience
7
7
Certifications
Work History
Team Manager
iOpex Technologies, Palo Alto Networks
Bangalore
04.2021 - Current
- Managing team of skilled technical support engineers providing support in enterprise cloud-based cybersecurity products that include PRISMA ACCESS, PRISMA SD-WAN, SAAS SECURITY, CLOUD NGFW, CORTEX XDR
- Prepare and lead weekly, monthly and quarterly reviews to the management and clients
- Lead their day-to-day operational activities to meet required service levels, quality and productivity
- Provide direction to team in solving customer issues, prioritize issues, negotiate customer priorities, and set expectations, identify work that can be delegated
- Audit calls, incidents/cases assigned to engineers to ensure processes are followed to attain exceptional customer service experience
- Review and conduct performance appraisals
- Maintain SLA target on monthly basis to achieve desired KPIs including absenteeism and attrition, schedule adherence within team
- Ensure all KPIs are met and exceeded
- NPS, CSAT, Productivity (Closures), Backlog, TTR, KB articles, SLA
- Point of contact for resolution of customer escalations, inquiries, and complaints
- Identify process improvements, gaps and implement best practices
- Lead and present team’s weekly performance reviews with client and management team
Mobilization Senior Analyst
Accenture
09.2012 - 08.2020
- Responsible for executing and managing F&A transition related activities from enabling people, process and technology, monitor budgets – time and expense, technology expenses:
- People:
- Coordinate hiring efforts between recruitment and operations team by facilitating interviews for selected(internal)candidates,
- Raise SRs for demands as per agreed hiring pyramid, provide weekly/daily recruitment updates to leadership and management by publishing reports and trackers
- Calling out risks if recruitment/hiring team is not able to fulfill demands, onboard selected candidates
- Ensure all mandatory pre-process trainings are completed, co-ordinate with NJO team and facilitate NJO sessions as per available schedule, create and maintain database of people, follow-up with recruitment team for transfer notes of internal selects to be released
- Process:
- Create KT plan as per SoW and schedule kick-off meetings between client and delivery team to formalize agreement and acceptance of plan,
- Mapping of resources, prepare and provide weekly project status update to Governance Lead, daily & weekly RAID log, record and publish minutes of all program level meetings
- Track and report progress on transitions against agreed plan during transition phase, track and monitor DTPs prepared and ensure these DTPs are sent on time, on schedule to client team for review and sign-off, schedule and lead go-no-go calls between client management and Internal leadership team
- Technology:
- Drive the activities around setting up the infrastructure to be used during transition and also during the service delivery phase by enabling physical environment like production floor, desktops & training rooms
- Technology readiness of voice and data, network connectivity and all client related applications are ready and established for training/service to commence, perform
- User Acceptance Testing of client tools and report issues to technical teams, schedule meetings between client and internal team to facilitate and resolve issues, prepare escalation matrix for ops team to follow in time of crisis
Team Lead
ACCBS Leo
09.2007 - 08.2012
- Bangalore Delivery Center
- Project & Client – Virgin Media, a British telecommunications company which provides telephone, television and internet services in the United Kingdom
- Responsibilities:
- Supervise & manage a team of 60+ customer care associates, monitoring and coach associates by providing regular feedback about quality, process updates and changes to achieve quality, productivity targets
- Responsible for Performance Management, Personal Developments and Goal Settings of the team members
- Organizing Rewards and Recognition Program and fun activities
- Coordinate with the training and quality team in identifying & planning training needs
- Assist the training team in new hire orientation
- Provide weekly reports on AHT trends, attendance trends
- Nominate team members for training programs and ensure completion of yearly required and recommended courses by team members as per personal development plan for the year
- Grooming team members to move up to the next level, conduct 1-on-1 sessions, attend to escalations from customers, to ensure resolution if not to have the escalations passed on to appropriate desk for resolution
- Review and generate reports to show overall contact center performance to the leadership
Senior Customer Support Associate
ACCBS, AT&T
03.2004 - 08.2007
- Internet Services and SBC Internet Services
- Roles and Responsibilities: US based client, POPCORN was an INBOUND process and provided Technical Support to Customers with their dial-up and DSL internet connectivity
- My role was to
- Assist customers in their connectivity issues by checking connections to the modem, educating the customers about the product features
- Provide support to the floor by mentoring new joiners
- Provide process updates to team, monitor calls to ensure quality is adhered to
- Have “team huddles” to make sure that team knows what their objectives are for the day
- Taking and attending to escalations
- Coaching and developing team by monitoring and driving individual and team performance as per the set KPIs by working with training team
- Work with recruitment and HR to plan resourcing campaigns
- Motivate team to ensure and maintain a customer-focused attitude
- Review performance reports to show overall contact center performance to the leadership
Customer Service Associate
ICICI One Source, First Source
Bangalore
09.2002 - 03.2004
- The project was Catalog Shopping (UK) and involved booking orders for customers
- I was responsible for taking orders for customers and checking the availability of items, cross selling, taking payment and giving order details like delivery time, delivery address etc.
Education
Bachelor of Commerce - Information Systems
Sikkim Manipal University
Skills
Operations & Service Management, Business Process Improvement
Project and Business Transition Management
SLA and Stakeholder management
Strategic planning
Presentation and Reporting skills
Six Sigma processes and Lean Management
People Management, Client Management
Process Improvement, Business Excellence
Certification
Agile Scrum Master(ASM) – Simplilearn
Timeline
Team Manager
iOpex Technologies, Palo Alto Networks
04.2021 - Current
Mobilization Senior Analyst
Accenture
09.2012 - 08.2020
Team Lead
ACCBS Leo
09.2007 - 08.2012
Senior Customer Support Associate
ACCBS, AT&T
03.2004 - 08.2007
Customer Service Associate
ICICI One Source, First Source
09.2002 - 03.2004
Bachelor of Commerce - Information Systems
Sikkim Manipal University