Jatin Sharma
Gurgaon,HR
Summary
As an Operation Supervisor at Teleperformance with over five years of experience, I focus on maintaining operational efficiency and ensuring adherence to client policies. My role emphasizes team management, auditing, and analyzing processes while fostering collaboration through regular calibrations and meetings with clients and internal teams. My core competencies include client management, business studies, and driving compliance with established guidelines. Dedicated to enhancing workflows and streamlining processes, I aim to contribute effectively to achieving organizational goals and delivering customer satisfaction.
Overview
2
2
Certifications
13
13
years of professional experience
3
3
Languages
Work History
Operation Supervisor, Customer Relations
Teleperformance India Pvt Ltd
Gurugram
01.2021 - Current
- Supervised customer service teams ensuring efficient handling of inquiries and complaints.
- Monitored KPIs such as turnaround time, accuracy, and customer satisfaction to drive continuous improvement.
- Conducted regular performance reviews and provided coaching to improve team productivity.
- Analyzed feedback data and introduced corrective actions to enhance customer experience.
- Managed client accounts including contracts, orders, and payments.
- Collaborated with sales, marketing, and operations to meet client needs.
- Oversaw compliance with organizational policies, quality benchmarks, and service-level agreements.
- Coordinated with cross-functional departments (HR, training, and QA) to resolve operational challenges
Sr. Customer Service Associate
Personiv India Pvt Ltd
Gurugram
01.2017 - 01.2021
- Resolved customer complaints promptly, improving satisfaction.
- Assisted customers with website navigation, enhancing usability.
- Conducted training sessions for new associates to ensure service quality.
- Provided product knowledge and coaching to junior staff.
- Achieved performance targets including call handling time, customer satisfaction scores, and first-call resolution.
- Contributed to training sessions by sharing best practices with new team members.
Assistant Manager Contact Center
Teleperformance India Pvt Ltd
Gurugram
01.2016 - 01.2017
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Trained and coached new employees on policies and best practices.
- Streamlined inquiry processes to improve resolution efficiency.
- Led cross-functional collaboration to resolve customer issues.
- Implemented process improvements that streamlined workflows and reduced response times.
Quality Assurance
Teleperformance India Pvt Ltd
Gurugram
01.2015 - 01.2016
- Auditing & analyzing customer interactions across multiple channels to ensure compliance with company policies and quality standards.
- Conducted regular audits of calls, emails, and chats to identify gaps in service delivery.
- Driving client policies and parameters and making sure everyone is compliant to it.
- Weekly Calibrations & meetings with Clients, Operations & other departments to stay calibrated on policies & guidelines set by the client.
- Supported leadership in root-cause analysis of customer complaints and escalations.
- Recommended corrective actions and tracked implementation to maintain continuous improvement
- Collaborated with quality assurance teams to ensure products met or exceeded customer specifications.
Customer Service Executive
Teleperformance India Pvt Ltd
Gurugram
01.2014 - 01.2015
- Handled inbound and outbound customer calls, providing accurate information and resolving queries promptly.
- Assisted customers with product/service details, billing inquiries, and account management.
- Logged customer interactions in CRM systems to ensure proper documentation and follow-up.
- Delivered exceptional customer service via phone, resolving inquiries and complaints efficiently.
- Managed escalated customer issues with professionalism, ensuring satisfactory resolutions for all parties involved.
Education
Bachelors in Commerce - Financial Accounting & Business Administration
Calorx Teacher’s University
Gurugram01-2019
High School Diploma -
Dev Samaj Vidya Niketan Sr. Sec. School
Gurugram01-2013
Skills
Project Management
Data Analysis
People Management
Leadership Communication
Emotional Intelligence
Time Management
Certification
Leadership Foundation - LinkedIn
Interests
Listening to Music, Football, Cricket, Volleyball, Chess, Travelling
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Upper intermediate (B2)
Timeline
Operation Supervisor, Customer Relations
Teleperformance India Pvt Ltd
01.2021 - Current
Sr. Customer Service Associate
Personiv India Pvt Ltd
01.2017 - 01.2021
Assistant Manager Contact Center
Teleperformance India Pvt Ltd
01.2016 - 01.2017
Quality Assurance
Teleperformance India Pvt Ltd
01.2015 - 01.2016
Customer Service Executive
Teleperformance India Pvt Ltd
01.2014 - 01.2015
Bachelors in Commerce - Financial Accounting & Business Administration
Calorx Teacher’s University
High School Diploma -
Dev Samaj Vidya Niketan Sr. Sec. School