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
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
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