Jason Motol

• Subject matter expert in Order related issues in Americas and EMEA specific region and process.
• Handles inquiry and escalation from Executive Order request coming from executive staff free software grants and policy.
• New hire mentorship program ensuring that representative is up to speed and floor ready to handle customer/partner inquiries.

Job Rotation - Solution Design

• Participate in business planning stages of Data Migration from the current SAP ECC to S4 and develop process flows of new and existing process.
• Evaluate data, data cleansing and migration rules to help ensure the right data is captured, and that it is migrated successfully.
• Stakeholder in making business decision in refinement and implementation of operational data including, but not limited to; Customer Master, Material Master, pricing and customer financial data and settings.
• Close coordination with other business stakeholder such as NPI, CFS, Tax, EBSO etc. to ensure zero to minimal impact to business for data cleansing activities.
• Participate in Celonis Discovery Working Sessions and sprint reviews
• Participate in Weekly Cadence meeting includes reviewing processes related to data and identify gaps, sign off and migration strategies.
• Created plans and communicated deadlines to ensure projects were completed on time.

User Acceptance Test - Apollo R1

• Represent Client Services for UAT in Core Finance order entry and validation.
• Ensure that the order is executed properly and matched the records both in ECC and S4.
• Identify potential defects and ensure assigned engineer logged JIRA ticket.
• Participate in daily UAT War Room to call out any trends, any show stopper and suggest solutions.

Innovate to Operate (I2O) - Interactive Decision Tree (Stage 2)

• Leveraging a tool that enables the integration of multiple systems in a more dense, intelligent and simple process.
• Create workflow and design process maps based on latest article and policy that is acceptable for ATOM programming language.
• Collaborate with ATOM leads for testing and design implementation.
• Global Sales Lead process Phase 1 - Work in progress
• Ghost User / Missing seats - Work in progress

Innovate to Operate (I2O) - Email Obfuscation (Stage 2)

• Working with project stakeholder an EBSO to improve business process for scrambling email for customer satisfaction and Improve COPE failure.

COPE Project - Completed

• Work collaboratively with other project core team members.
• Apply methodologies to implement process and provide input for new ideas and process.
• Review associated processes and policies related to relevant data for fit to standard and gaps, as requested.

• Assist end customer and partners via live support chat.
• Subject Matter Expert in aging and take ownership of multiple touch cases for better customer experience.
• Subject Matter Expert in AMER order related issues and ensure month-end and quarter-end reports and partner performance reviews flawlessly.
• Ensures all order and inquiry related to business case is addressed within the service level agreement.

Mentorship

• Daily coaching with manager identified reps that needs improvement.
• Weekly debriefing for positive improvement and future action plan.
• Provide monthly summary report of the rep direct reporting manager.

Swarming Responder

• Assist Client Services team globally for instant access, Order and process compliance related question.
• Actively involving relevant subject-matter experts (SMEs) to quickly resolve an issue for a customer or partner in a timely manner.
• Getting the right answer to a customer or partner as quickly as possible which help improve both resolution time and overall customer experience.

• Respond to support requests via multiple channels i.e. chat, email & phone call.
• Establishes and maintains working relationships with customer as their technical trusted advisor for license registration and activation.
• Process order entry to ensure compliance with all Pricing and Discount policies and SOX requirements.
• Execute all month-end and quarter-end reports and partner performance reviews flawlessly.
• Ensure the team is consistent in obtaining high participation rate in Knowledge Center Support (KCS) and conduct monthly/ quarterly coaching with KCS Team member for Resolution quality index (RQI) and Article quality index (AQI) which includes performance improvement and evaluation.
• Subject matter expert for Instant Access related issue such as activation error, download help, accounts functionality and software installation error.
• Inspire, motivate and promote fun at work.
• Establish recognition program giving colleague a sense of shared values and purpose by creating a relationship.

• Supervise a team of Incident management coordinators to monitor all incidents relating to self-service terminals and ensure all incidents are closed within specific time frame.
• Serves as a Subject Matter Expert for all accounts; Conducts audits and assists in work direction of other Customer Care Agent’s to ensure daily functioning of the organization and daily metrics are met.
• Inspected facilities and equipment such as emergency management centers and communications equipment to determine operational and functional capabilities in emergency situations.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Ensure Incident management operation meets the SLA standards set forth by the bank and procedures are being followed.
• Schedule preventive maintenance; arrange 3rd party vendor for host problem and contractor for machine housing maintenance.

• Provides centralized processing and service through bank channels for all Corporate and Commercial Business Internet banking products identify issues, analyze root causes and suggest solutions. Product updates and implementation.
• Supports branch optimization in vast network of branches in CPF investment scheme, Unit trust products and Remittance services.
• Liaise with Unicard Operations relating to self-service machines breakdown and claims.
• Developed quality employees within call center to take over leadership positions.
• Determined quality assurance benchmarks and set standards for improvement.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

• Provide technical support on basic operational or maintenance of a personal computers and /or peripherals using documented procedures and available tools.
• Use troubleshooting techniques and tools to identify products that are defective and follow guidelines in issuing service calls.
• Dell Wiki Pilot provides a new method for sharing knowledge and expertise in real time with others who are facing the same customer issues and troubleshooting scenarios.
• Used critical thinking to break down problems, evaluate solutions and make decisions.

• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
• Patched software and installed new versions to eliminate security problems and protect data.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Managed equipment upgrades, programming adjustments and billing information for US customers.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Tier 2 support and engage/escalate critical issue to Server support and gateway support.
• Support corporate customer for Managed tunneling, IP secure, dual access, and secure socket layer issue.
• Perform De-block and Re-block customer from restricted country
• First point of contact for hacking, fraud and blocking issue.
• Get updates and participate in weekly conference calls.
• Take supervisory calls.