Joseph Percivel Braithwaite

• An Expert in Cloud Assist process

• Played a key role in chat process.

• Automated around 300 questions in chat.

• Received spotlight award.

• Highest CSAT in the team

• Became the first OCI member to certify and become a Bartender.

• Documentation and Training

• Gave voice cover for YouTube (KM) videos for the team.

• Working as a Finance analyst in booking team

• Booking orders through Oracle R12

• Handling over 48 countries for booking, which includes APAC, EMEA and US regions

• Cross trained in Hardware booking, Cloud booking and Micros.

• Handling CPQ testing which will eliminate much manual work.

• Received YAR award for Q4.

• Attending SME sessions and communicating the same to the team

• Signing off reports like TAT, IQ, and EOD report.

Chat Support:

• Started working as a chat engineer providing solutions to customers on chat.

• Received spotlight award for the best engineer.

• Maintained consistently high Customer Satisfaction (CSAT) scores, exceeding team and organizational benchmarks

• Trained the newly joined Mexican team for a period of 2 weeks on chat process.

• Assisted managers and other stakeholders on how chat process works.

• Collaborated with development team to test a newly designed chat tool, identifying and reporting bugs to ensure smooth functionality.Mentoring the team and addressing issues if any.

• Consolidation of weekly metrics of the team and providing feedback to engineer on DSAT’s received.

OSDA:

• Joined this project to help with chat reduction numbers.

• Worked with different stakeholders to reduce chat redundancy.

• Reviewed chat questions/patterns and helped to automate around 300 questions thereby reducing chat and SR volumes.

• Daily calls with the manager (Andre) on the progress of the project and issues if any.

Cloud Assist:

• Provides customer support, troubleshooting highly complex Oracle Cloud Infrastructure (OCI) Cloud IaaS to internal and external customers for core infrastructure services Compute, Networking, Storage, Identity & Access Management and various cloud offerings.

• Worked closely with the development to test, report, and debug operations.

• Help the customer with account admin changes.

• Multi Factor Authentication enrollment and password reset for users.

• Help the customer activate their tenancy by re-sending the welcome email.

• Managed and cleared team backlogs, ensuring all service requests (SRs) were addressed within SLA timelines.

• Certified as a mentor after completing training, enabling effective coaching for new joiners.

• Trained 2 Japanese engineers on CA process to help them work on Japanese SR's

• Gave voice cover for KM videos for my team.

• Able to articulate and turn-around customer experience for difficult customer escalations.

• Hosting team meetings and fun activities

• Assisting the team with Cloud Admin changes as this access is given to only a specific people in the team.

• Become the first member in OCI and as an IC3 to certify and a Bartender.

• Served as a primary on call for OCI, ensuring high availability and reduction in escalations.

• Conduct advanced risk assessments using AI-powered analytics tools to identify potential money laundering and terrorist financing activities.

• Collaborate with cross-functional teams to design and execute automated KYC workflows, leveraging robotic process automation (RPA) technologies.

• Participate in agile project teams to develop and implement new KYC tools and processes, adapting to rapidly changing regulatory landscapes.

• Lead initiatives to integrate blockchain-based identity verification solutions into existing KYC frameworks, ensuring compliance with evolving regulatory standards.

• Mentor junior team members on emerging KYC technologies and methodologies, fostering a culture of continuous learning and innovation.

• Worked in Order Management Team (Post Booking vertical)

• Booking orders through Oracle 11i tools

• Making changes through Oracle R12

• Knowledge of all the skills in Post Booking (Expedite, order status, conversion, change & Cancellation, configuration, Holds management.)

• Handling escalation and priority issues.

• Resolving customers issue through emails and calls