Jeevan Jay

Collaborated with Operation and Client to enhance evaluation frameworks aligned with business objectives and root cause analysis.

Lead and oversee quality audit frameworks for moderation workflows, consistently meeting all operational targets for the past 6 consecutive months. Direct root cause analysis (RCA) initiatives to uncover performance gaps, driving targeted training that improved team accuracy by 20%. Analyze QA performance reports and operational trends to deliver actionable insights and strategic recommendations to senior Trust & Safety leadership. Drive calibration sessions and design structured coaching programs that measurably improve moderator decision consistency and alignment. Partner with Trust & Safety leadership to resolve complex escalations, optimize operational efficiency, and champion continuous process improvements.

Ensure legal compliance and safety of content uploaded to our platform and responsible for the development, improvement, and maintenance of standards for the security of our online communities. Improve the content management strategy for short video platforms and livestream videos.

I trained clients one on one in the gym and out of gym as well and also conducting boot camps, training groups/people and helping them change their lives to make the best of it. A certified fitness instructor.

Achievement:Rookie award for 2015/ Relationship Care award 2015

• Lead and manage a team of 11 technical specialists in delivering best technical service assistance and achieve strategic goals. • Ensure clear communication within the team to spur paradigm shifts in goal oriented mindset. • Develop standard process flow to aid troubleshooting and achieved swift resolution of customer complaints. • Spearhead product knowledge training to improve efficiencies. • Ensure comprehensive help desk support to end users to achieve First Contact resolutions. • Carried out system diagnostics and troubleshooting while maintain and monitor tech equipment inventory lists. • Handle various Apple devices including iPhones, iPad and Macbooks. Producing training materials for in-house courses • Managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization

• Oversaw the technical department encompassing defining and negotiating in-house quality procedures as well as standards protocols. • Established customer service standards while recorded, analyzed and distributed vital statistical information. • Provided comprehensive training for new recruit on quality standards process and protocols

• Assisted customers in using and troubleshooting BlackBerry devices or BlackBerry Enterprise Servers. • Performed wireless configuration via phone calls and email. • Provided end to end support with users and corporate client as well as M2M (machine to machine) assistance.