James Joel
Team Supervisor | Technical Support & Operations Leader | Executive Assistant | AR & Customer Experience Specialist | Fintech & EdTech Professional
- Role
- Team Supervisor & Executive Assistant to Senior Leadership at Thinkhat
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
Experience
Team Supervisor & Executive Assistant to Senior Leadership
Feb 2025 — Present · Hyderabad, IN
Team Management & Leadership- Supervised, mentored, and supported the technical support team to ensure high productivity- Conducted regular team meetings to review KPIs, share updates, and align on goals- Delegated tasks and managed team workload to ensure efficient and timely issue resolutionExecutive Support to Leadership- Served as Executive Assistant to senior leadership, managing schedules, communications, and strategic follow-ups- Coordinated meetings, prepared reports, and handled confidential documentation for top-level executives- Acted as a liaison between leadership and cross-functional teams, ensuring smooth information flow and follow-throughCustomer Support Oversight- Ensured consistent, high-quality service delivery aligned with defined SLAs- Resolved escalated customer issues requiring advanced technical understanding- Maintained service standards by monitoring support interactions and qualityTechnical Oversight- Provided hands-on technical support for complex issues- Guided the team on technical best practices and troubleshooting techniquesPerformance & Reporting- Tracked performance metrics including resolution time, response rates, and customer satisfaction- Prepared regular reports and data insights for leadership review and strategy alignmentProcess Optimization- Identified gaps in workflows and implemented improvements to enhance efficiency- Developed and maintained technical documentation, SOPs, and knowledge basesTraining & Development- Trained and onboarded new team members; facilitated skill-building sessions- Kept the team updated on evolving tools, technologies, and customer support strategiesCollaboration & Communication- Worked closely with product, IT, and business units to ensure fast and effective issue resolution- Provided actionable customer feedback to product teams to support enhancements
Education
ST.Joseph's High School
Secondary school certificate
1999 — 2000
RK Junior College
Civics, Economics & Commerce
2000 — 2002
Osmania University
B.Com
2002 — 2005
Skills
- Financial Analysis
- Customer Service
- Process Improvement
- Banking
- Risk Management
- Portfolio Management
- Finance
- Financial Risk
- Credit
- Credit Analysis
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