J User

JU

Looking for a job

J User

@juser25

Operations and Delivery Manager at EBSCO Information Services who improved team productivity by 15%.

At EBscoInformationServices, I validate scholarly content and manage subscription-related activities, from renewals to account requests.

I increased team productivity by 15% through queue management, workflow optimization, and performance tracking, and reduced TAT by 20% by addressing operational bottlenecks.

At RAPISCAN SYSTEMS, I provided technical and customer support for scanning solutions, investigating system issues and handling service requests within SLA and TAT targets.

Earlier, I worked as an Associate CS at Amazon India and an IT Recruiter at Vensoft India. I earned the ACES Toy Yoda Award at Amazon for operational excellence and business impact.

Experience

Work history, roles, and key accomplishments

ES

Current

E-content Analyst Ops Mgr

Current

EBsco Information Services

May 2018 - Present (8 years 5 months)

Validate scholarly content and manage subscription-related activities. Monitor operational performance and analyze data to drive improvements.

Excel Power BI SQL SLA Management TAT Reduction Process Optimization Stakeholder Engagement

RS

Cust. Support Representative

Rapiscan Systems

Nov 2014 - Apr 2018 (3 years 5 months)

Provided technical and customer support for scanning solutions, handling tickets and ensuring timely resolution. Documented troubleshooting procedures to reduce recurring issues.

Technical Support Troubleshooting SLA Management Customer Service Documentation

AI

Associate CS

Oct 2012 - Oct 2014 (2 years)

Provided customer service support, handling customer inquiries and resolving issues.

Customer Service Problem Solving Communication Skills

VI

IT Recruiter

Vensoft India

Jan 2010 - Oct 2010 (9 months)

Recruited IT professionals, sourcing and screening candidates for various technical positions.

Recruitment Screening Sourcing

Education

Degrees, certifications, and relevant coursework

IU

ICFAI University

MBA, Human Resources

2007 - 2009

MBA in Human Resources from ICFAI University from May 2007 to May 2009.

AC

Aurora Degree College

B.Sc., Microbiology, Genetics, Chemistry

2004 - 2007

B.Sc. in Microbiology, Genetics, Chemistry from Aurora Degree College from April 2004 to June 2007.

Tech stack

Software and tools used professionally

Microsoft Excel

SQL

Power BI

Availability

Looking for a job

Location

India

Authorized to work in

Salary expectations

1181k+ INR

Job categories

Operations Manager Customer Support Representative IT Recruiter

Skills

Operations Management Process Optimization Process Improvement Transition Management Business Analysis Operational Governance Customer Experience Stakeholder Engagement SLA Management TAT Management Workflow Optimization Queue Management Performance Monitoring Scholarly Content Validation Metadata

Interested in hiring J?

You can contact J and 90k+ other talented remote workers on Himalayas.

People also viewed

View all talent

Get matched with your dream remote job

Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!