JATIN BRAR
Operations Manager
Villa 2092, Chandigarh Royale City Karala SAS Nagar Mohali
Summary
Accomplished Operations Manager with extensive experience in overseeing operations across diverse industries, including home security, e-commerce, and telecommunications. Expertise in performance management, process optimization, and strategic planning drives operational efficiency and enhances customer satisfaction. A proven track record of successfully transitioning processes and leading teams to exceed client targets in revenue, customer satisfaction, and quality scores demonstrates a commitment to excellence. Skilled in conflict resolution and client relationship management, fostering a culture of continuous improvement and high-quality results aligns with a goal of leveraging leadership skills for further process optimization and organizational success.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Process Manager
Eclerx
09.2022 - 12.2024
- Managed US Home Security chat operations.
- Managed agent performance to achieve client targets in daily revenue, tNPS, sales, and line adherence.
- Recognized areas for enhancement and applied effective strategies to boost Customer Satisfaction.
- Guided team leaders to enhance team performance.
- Conducted individual sessions with BQ Team Leaders and associates.
- Generated daily projections to ensure line adherence.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
Operations Manager
Alorica
11.2021 - 06.2022
- Oversaw operations of US e-commerce food delivery blended process.
- Presented WBR and MBR regularly.
- Coordinated with offshore WFM team for effective scheduling.
- Monitored agent performance to ensure alignment with client targets for daily revenue, C-SAT, AHT, quality scores, and login hours.
- Implemented strategies to elevate customer satisfaction levels.
- Guided team managers to enhance team performance.
- Executed successful transition of Process from BTO to WAHA and back.
- Conducted individual sessions with BQ Team Leaders and associates.
- Analyzed performance data to identify trends, making strategic decisions to boost operational success.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
Assistant Manager
Teleperformance
09.2018 - 07.2021
- Managed US Satellite Radio Retention and Troubleshooting operations.
- Handled US store credit card collections efficiently.
- Oversaw E-Commerce Food Delivery Process.
- Presented weekly and monthly business reviews.
- Earned recognition as Process Top Scorer following successful TOPS training.
- Managed successful process shifts from BTO to WAHA and back.
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback.
- Conducted performance reviews, providing constructive feedback and setting individual goals.
- Recruited and hired staff for organizational vacancies and enforced consistent policies across workforce.
Team Leader
Intelenet Global Services
03.2016 - 04.2017
- Handled inbound customer service for JIO.
- Collaborated with support teams to resolve customer escalations.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
Team Leader
American Express
08.2011 - 06.2015
- Managed credit card customer service operations for US-based clients.
- Managed team escalations and service recoveries effectively.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
Sr. Technical Associate
Dell International
06.2009 - 08.2011
- Handled inbound customer care and semi-technical support for Dell processes.
- Provided initial technical assistance for customer issues.
- Managed complaints with calm, clear communication and problem-solving.
- Picked up additional tasks to aid team success.
Customer Care Officer
Convergys
03.2007 - 05.2008
- Handled inquiries in Citibank's US credit card customer service department.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
- Updated customer records with every interaction, ensuring data accuracy and privacy compliance.
- Managed a high volume of inbound calls, maintaining a calm and professional demeanor under pressure.
Sr. Customer Support
IBM Daksh
10.2005 - 03.2007
- Handled customer inquiries for Airtel's inbound service.
- Managed complaints with calm, clear communication and problem-solving.
- Picked up additional tasks to aid team success.
- Enhanced working relationships by participating in team-building activities.
Education
Bachelors - Commerce
Guru Nanak Khalsa College
Yamunanagar, India01.2004
Skills
Operations management
Performance monitoring
Process improvement
Planning and implementation
Client relationships
Employee relations and conflict resolution
Process improvement strategies
Operational efficiency
Interests
Travelling, Music
Timeline
Process Manager
Eclerx
09.2022 - 12.2024
Operations Manager
Alorica
11.2021 - 06.2022
Assistant Manager
Teleperformance
09.2018 - 07.2021
Team Leader
Intelenet Global Services
03.2016 - 04.2017
Team Leader
American Express
08.2011 - 06.2015
Sr. Technical Associate
Dell International
06.2009 - 08.2011
Customer Care Officer
Convergys
03.2007 - 05.2008
Sr. Customer Support
IBM Daksh
10.2005 - 03.2007
Bachelors - Commerce
Guru Nanak Khalsa College