JAYANTH JS
Mohali
Summary
Results-oriented Manager with experience in performance management and employee engagement. Skilled in data analysis, driving operational improvements and fostering a customer-centric approach. Focused on enhancing team productivity and developing talent to elevate customer experiences.
Overview
19
19
years of professional experience
Work History
Team Manager
Amazon development Centre
Panchkula
05.2024 - Current
- People Management:
- Manage day-to-day operations with a team of 20-25 Customer Service Associates
- Hold regular 1-on-1 coaching sessions with associates to drive performance and development
- Deliver positive recognition and take corrective action as necessary; document issues and actions taken.
- Be a subject matter expert on processes and procedures
- Performance & Development:
- Invest time in developing employees to become Customer Obsession legends
- Achieve performance goals and objectives aligned with network-wide vision
- Use quantitative and qualitative data to identify coaching opportunities
- Provide leadership, mentoring, and coaching to team members.
- Operational Excellence:
- Role-model and drive Customer Obsession at scale in a fast-paced environment
- Manage work prioritization and delivery based on business needs
- Ensure high-quality delivery and compliance with standards
- Communicate news, updates, and focus areas to associates.
- Culture & Engagement:
- Build a work environment where associates feel engaged and achieve positive results
- Create a culture of engagement and ownership through team meetings
- Champion Amazon's culture, mission, and leadership principles
- Recognize and celebrate successes to encourage participation.
- Customer Focus:
- Contribute to customer experience improvement by identifying and escalating customer issues
- Dive into issues to find root causes and escalate as needed
- Ensure team understands their role in living the Amazon Contact Tenets
Assistant Manager (Center Manager)
Popular vehicles and service Ltd
CHENNAI
01.2023 - 11.2023
- Managing client targets with management requirements
- Weekly & Monthly Reviewing Team Leaders
- Maintaining the Service load and customer service
- Pretesting MBR & ǪBR with Maruti RSM & GM
- Maintaining Daily Load & target
- Conducting Hourly Meetings on Zonal Level for tracking the Productivity
- Maintaining policy levels without and deviation
- Delegating Work
- Deadline Oriented
- Business Negotiation
- Generated strategic weekly Key Performance Indicator (KPI) targets, motivating and incentivizing staff to continually achieve and exceed expectation.
Assistant Manager
Tech Mahindra
CHENNAI
01.2021 - 12.2022
- Managing client targets with management requirements
- Weekly & Monthly Reviewing Team Leaders
- Maintaining the SLA and customer service
- Priesting MBR & ǪBR with Indian Bank client's
- Conducting Meetings and Dip check with Team Leaders
- Maintaining Banking policy without an deviation
- Fostered strong rapport with prospective clients and stakeholders to aid negotiations.
- Helped less experienced staff manage daily assignments.
- Established monthly goals, communicating priorities to staff and closely tracking progress to achieve success.
- Handled escalated store policy violations, implementing security improvements to prevent shrinkage and misconduct.
Assistant Call Center Manager
TELE PERFORMANCE PVT LTD
Punjab
10.2018 - 11.2019
- Managing client targets along with positive revenue.
- Supervise daily workloads, assign tasks to the customer service team, and monitor performance to meet targets.
- Handle escalated customer complaints, resolve complex issues promptly, and ensure timely responses to inquiries via phone, chat, or email.
- Train and develop team members, including onboarding, performance evaluations, and fostering a customer-focused culture.
- Team Management DutiesAssist in recruitment, coaching, and disciplinary actions while promoting adherence to company policies and SLAs.
- Identify service gaps, recommend process improvements, and analyze metrics to boost efficiency and satisfaction.
- Provide backup support during high-volume periods and collaborate with other departments for seamless resolutions.
Senior Team Leader
Aegis Ltd
04.2012 - 10.2016
- Handled calls related to Postpaid(Platinum)
- Handled escalation calls
- Assisting agent performance
- Quality feedback to improve the same
- Monitoring trends
Ast - Team Leader
ALLSEC TECHNOLOGIES LTD
12.2009 - 05.2012
- Handled calls related to GPRS
- Maintaining SL %
- Training new executives to take calls
- Solving irate customer issues
- AHT analysis to reduce handling time
Retail Sales Associate
POLARIS BPO [OPTIMUS] PVT LTD, ICICI BANK
CHENNAI
05.2007 - 09.2009
- Handled outbound calls in sales
- Handled escalation calls
- Follow up calls for sales
- Solve customer queries and convert sale
Education
BE - Electrical
Mangalam School of management and Technologies
01.2011
DE - Electrical engineering
Mangalam School of management and Technologies
01.2008
Board of Secondary Education - CBSE
SNMSS School
01.2004
Skills
- Top-based reviewing
- Performance management
- Computer proficiency
- Daily report maintenance
- Microsoft Office suite
- Product and service expertise
- Customer rapport building
- Recruitment and hiring
- Coaching and mentoring
- Operational excellence
- Customer relationship management
- Data analysis
- Problem solving
- Employee engagement
- Workforce planning
Languages
Malayalam, Tamil, English & Hindi.
Timeline
Team Manager
Amazon development Centre
05.2024 - Current
Assistant Manager (Center Manager)
Popular vehicles and service Ltd
01.2023 - 11.2023
Assistant Manager
Tech Mahindra
01.2021 - 12.2022
Assistant Call Center Manager
TELE PERFORMANCE PVT LTD
10.2018 - 11.2019
Senior Team Leader
Aegis Ltd
04.2012 - 10.2016
Ast - Team Leader
ALLSEC TECHNOLOGIES LTD
12.2009 - 05.2012
Retail Sales Associate
POLARIS BPO [OPTIMUS] PVT LTD, ICICI BANK
05.2007 - 09.2009
BE - Electrical
Mangalam School of management and Technologies
DE - Electrical engineering
Mangalam School of management and Technologies
Board of Secondary Education - CBSE
SNMSS School