Summary
Overview
Work History
Education
Skills
Timeline
Generic

Suraj Jani

Pune

Summary

A dynamic, seasoned & self-motivated professional with over 17 years of experience in managing operations, people & projects, with focus on continuous process improvements, efficiency & profitability. Seeking to pursue a challenging career to utilize my talents, skills and expertise to effectively contribute towards organizational success.

Overview

18
18
years of professional experience

Work History

Operations Manager - Scientific Reports

SpringerNature
09.2019 - Current
  • Operations & development: Leading a team of 140 Assistant editors & management staff aligning organizational deliverables through regular coaching, feedback & development plans. Oversee planning and implementation of projects, ensuring timely execution and alignment with strategic objectives
  • Customer satisfaction: Streamlined Author communications to a fully functional response model ensuring timely and quality communication
  • Quality Assurance: Established a robust quality assurance framework, including audits, calibrations, and error analysis, to ensure the highest standards of production quality
  • Continuous improvement: Successful closure of 4 Lean/Six sigma projects. First employee in SN to attain Green Belt certification internally
  • Successfully transitioned 2 mid-size teams into a complete editorial processing unit.

Assistant Manager - Operations

Fareportal India Pvt. Ltd.
11.2015 - 09.2019
  • Supervised a team of 90 travel sales representatives, consistently meeting KPIs for revenue and customer satisfaction.
  • Awarded Best Team Leader in March 2016.
  • Led the top-performing team in NPS% from February to H2 May 2016.
  • Promoted to Assistant Manager in October 2017.

Team Leader - Operations

Hutchison Global Services Private Limited
03.2015 - 11.2015
  • Led a team of 20 customer service representatives, consistently achieving high levels of customer satisfaction, NPS%, and first-time resolution for an inbound service team.
  • Established a specialized team of customer complaint experts to manage 2nd line escalations for the UK customer base.
  • Promoted to Team Coach in May 2011.
  • Awarded Best Team Coach across skill sets in August 2011.
  • Promoted to Team Leader - Operations in March 2015.

Service Excellence Coach

Hutchison Global Services Private Limited
05.2011 - 02.2015
  • Working as a Service Excellence Coach/Team Coach involved handling a team of 10-15 members providing technical support to iPhone Customers in UK.

Tech Support Advisor

Hutchison Global Services Private Limited
07.2008 - 05.2011
  • Handling first line calls for 3 Customers in the UK
  • Troubleshooting for handset and network faults, providing resolution as per process and ensuring customer satisfaction.

Tech Support Advisor

SpinVox - US Process
01.2008 - 07.2008
  • Transcribing voicemails to texts or emails for customers who had subscribed to the service so that they do not have to spend time in listening to their voicemails.

Customer Care Executive

Customer
09.2007 - 07.2008
  • Handling In-bound calls for Finger hut which is a US based company for selling utility products who opt for their service
  • Assisting customer with queries on their orders and processing orders placed by the customer.

Senior Customer Relationship Associate

Max New York Life Insurance
06.2006 - 09.2007
  • Outbound calling to remind customers of premium due dates and missed payments towards their insurance policies
  • Assisting customers with their policy related and other insurance queries.

Education

MBA - Finance

Pune University
09.2019

Skills

  • Performance Management
  • Fostering People & Culture - Shaping future Leadership
  • Customer Service Excellence
  • Quality Assurance

Timeline

Operations Manager - Scientific Reports

SpringerNature
09.2019 - Current

Assistant Manager - Operations

Fareportal India Pvt. Ltd.
11.2015 - 09.2019

Team Leader - Operations

Hutchison Global Services Private Limited
03.2015 - 11.2015

Service Excellence Coach

Hutchison Global Services Private Limited
05.2011 - 02.2015

Tech Support Advisor

Hutchison Global Services Private Limited
07.2008 - 05.2011

Tech Support Advisor

SpinVox - US Process
01.2008 - 07.2008

Customer Care Executive

Customer
09.2007 - 07.2008

Senior Customer Relationship Associate

Max New York Life Insurance
06.2006 - 09.2007

MBA - Finance

Pune University
Suraj Jani