Jorjula Rose Krishna Martinez

Service Desk Shift Lead/Senior Team Lead

HCL Technologies

Oct 2023 - Nov 2024 (1 year 2 months)

❖ Handled T-Mobile Service Desk ❖ Managed 15 to 22 agents and 4 Junior Team Leads ❖ Lead and motivate a high-performing team, ensuring they consistently exceed performance targets through effective guidance and mentorship. ❖ Facilitate regular team meetings to promote transparency, collaboration, and alignment with organizational goals. ❖ Proactively address and resolve team conflicts, fostering a positive and productive work environment. ❖ Continuously monitor and evaluate team performance, providing constructive feedback to drive improvement and accountability. ❖ Streamline operational processes by developing and implementing standardized procedures to ensure efficient service delivery. ❖ Manage client relationships effectively, acting as

Operations Shift Manager

BruntWork

May 2023 - Jun 2023 (2 months)

❖ Worked with Cognitv NeuroSolutions ❖ Managed 5 employees and 1 IT Analyst ❖ Delivered exceptional customer service, promptly addressing concerns and ensuring satisfaction while maintaining high standards. ❖ Implemented cost-saving initiatives, identifying opportunities to reduce expenses without compromising quality or productivity. ❖ Collaborated with cross-functional teams to improve organizational performance, achieving company objectives and operational goals. ❖ Streamlined operations by optimizing scheduling, resource allocation, and inventory management, resulting in increased efficiency. ❖ Fostered strong vendor relationships, securing timely deliveries and negotiating favorable pricing to enhance profitability. ❖ Enhanced workplac

Retail Team Manager

Alorica

Mar 2022 - Apr 2023 (1 year 2 months)

❖ Handled Bestbuy Retail ❖ Managed 15 to 20 agents ❖ Performance Management: Ensured high performance and efficiency in all operations. ❖ Project Management: Managed and tracked projects to guarantee timely completion. ❖ Communication & Collaboration: Fostered effective communication and collaboration among team members. ❖ Documentation: Maintained proper documentation and regularly updated project statuses. ❖ Stakeholder Engagement: Ensured all stakeholders were informed about progress and challenges. ❖ Workflow Optimization: Implemented structured workflows and proactive management strategies. ❖ Outcome: Enhanced team productivity and strengthened client relationships, contributing to overall account success.

Operations Team Manager

247.ai

Dec 2021 - Feb 2022 (3 months)

❖ Handled BinaxNow Healthcare Account ❖ Managed a maximum of 15 agents ❖ Training & Development: Conducted comprehensive training sessions to enhance team skills. ❖ Compliance Tracking: Maintained meticulous training records to track progress and operational compliance. Behavioral Management: Proactively addressed behavioral and performance issues. Culture Building: Fostered a culture of accountability and continuous improvement. ❖ Outcome: Contributed to the overall effectiveness and success of the account through prioritized team development and adherence to high-quality standards.

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Project Manager

Arthbay Construction Services

Aug 2021 - Nov 2021 (4 months)

❖ Managed operations for key water treatment clients, Maya Corporation and DMCI, ensuring timely project completion and client satisfaction. ❖ Oversaw multiple projects across Cebu, Manila, and Iloilo, coordinating resources and timelines for seamless execution. ❖ Processed payroll for employees across Cebu, Manila, and Iloilo, ensuring accuracy and compliance with labor regulations. ❖ Developed and implemented project plans, schedules, and budgets, tracking progress to ensure adherence to deadlines and financial targets. ❖ Liaised between project stakeholders, including clients, contractors, and internal teams, to ensure clear communication and alignment. ❖ Conducted site inspections to monitor construction progress, quality control, and a

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Retail Team Manager

Ibex Global

Aug 2020 - Aug 2021 (1 year 1 month)

❖ Handled Walmart Account ❖ Managed a maximum of 20 agents ❖ Scheduling & Delegation: Coordinated schedules and delegated tasks to optimize operational efficiency. ❖ Resource Management: Ensured all team members had access to necessary tools and resources. ❖ Preparation & Training: Prepared the team for training sessions and client meetings, emphasizing high service standards. ❖ Strategic Planning: Utilized strategic planning and resource management to enhance team performance. ❖ Outcome: Delivered exceptional results for the account through effective leadership and operational management.

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Team Leader

Intouch CX

Nov 2016 - Aug 2020 (3 years 10 months)

❖ Team Leadership: Led a team of 10 to 12 agents dedicated to the Expensify Account. ❖ Scheduling & Task Delegation: Coordinated schedules and delegated tasks to ensure smooth operations. ❖ Resource Provision: Prioritized providing team members with necessary tools and resources to excel. ❖ Training Preparation: Prepared the team for training sessions and client meetings, emphasizing high service standards. ❖ Payroll Management: Oversaw payroll management for the Manila site. ❖ Quality Assurance Compliance: Ensured compliance with quality assurance standards to enhance operational effectiveness and team performance.

Banker Coach

Wells Fargo

Jul 2013 - Mar 2016 (2 years 9 months)

❖ Training & Support: Played a pivotal role in training and supporting new hires for seamless integration into the team. ❖ Coaching Focus: Delivered high-quality coaching during the ABAY (Academy Bay) program to refine essential skills. ❖ Resource Provision: Equipped team members with necessary tools and knowledge to excel in their roles. ❖ Performance Optimization: Implemented a comprehensive preparation approach to enhance individual and team effectiveness. ❖ Operational Success: Contributed significantly to overall operational success through effective coaching and development.

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Technical Support Specialist

SPI GLOBAL CRM

Oct 2012 - Dec 2012 (3 months)

❖ Account Management: Managed the Dish Network account, focusing on resolving customer issues.

Jorjula Rose Krishna Martinez

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