Harry Sidhu

Operations Associate

St. Catharines, Ontario, Canada3 yrs 7 mos experience

Key Highlights

Expert in building high-performance operational teams.
Proven track record in optimizing customer support metrics.
Strong background in behavioral psychology for team management.

Stackforce AI infers this person is a Technical Support and Operations Management expert in the SaaS industry.

Contact

hs19ty@gmail.com LinkedIn

Skills

Core Skills

Team LeadershipPerformance ManagementTechnical SupportProcess ImprovementTeam EfficiencyCustomer SatisfactionCustomer ServiceE-commerce OperationsEducation

Other Skills

Collaborative LeadershipCommercial senseCommunicationDecision-MakingCoaching & MentoringEmotional IntelligenceCross-team CollaborationMentorshipAdvanced troubleshootingPerformance metricsResponse strategiesEscalation protocolsAnalytical SkillsMentoringCustomer Relationship Management (CRM)

About

I don’t just manage workflows; I architect high-performance environments. With a background in Behavioral Psychology and a focus on neuro-optimization, I bridge the gap between human behavior and hard metrics. At Concentrix, I’ve specialized in taking L1 and L2 teams from early-stage chaos to structured excellence. By applying MoSCoW prioritization and Agile principles, I’ve built teams from the ground up that consistently outperform enterprise standards. My approach isn't about micromanagement—it’s about building disciplined habits and a high-accountability culture that scales. What I bring to the table: Strategic Rigor: I’ve designed and executed organization-wide programs (like performance contests) that drastically optimize AHT while maintaining rigorous COPC compliance. Operational Agility: Certified in Six Sigma and Agile, I use data-driven frameworks to turn "minds into metrics" and drive long-term consistency. The Next Phase: My focus is now on scaling these results at the Operations Manager level—moving beyond team leadership into high-level strategic alignment, cross-functional collaboration, and the architectural scaling of operational success.

Experience

3 yrs 7 mos

Total Experience

2 yrs 6 mos

Average Tenure

1 yr 1 mo

Current Experience

Concentrix

4 roles

Team Manager, Operations

Promoted

Apr 2025 – Present · 1 yr 1 mo · Niagara, Ontario, Canada · Hybrid

Technical Team Manager -
As a Team Leader in Operations at Concentrix, I lead a team of Technical Support Specialists while staying deeply involved in the day-to-day execution, coaching, and data-driven performance management that keeps our operations sharp and client-ready.
My role blends people leadership with analytical focus ; from empowering individuals through structured coaching, to diving into performance reports, spotting trends, and turning data into action. I ensure the team not only meets expectations, but consistently pushes past them.
Performance Leadership – Driving KPIs like AHT, ACW, CSAT, and Quality through coaching, calibration, and action plans
Reporting & Analysis – Creating and analyzing daily/weekly/monthly reports to identify gaps, trends, and opportunities
Real-Time Ops Management – Monitoring queues, floor activity, and workflow to ensure smooth, efficient operations
Collaboration-First Approach – Partnering with Quality, Training, and WFM teams to align goals and improve delivery
Culture & Growth – Building a results-focused team culture rooted in accountability, learning, and technical excellence
I'm not just managing , I’m deeply involved in shaping how the team performs, evolves, and shows up every single day.

Collaborative LeadershipCommercial senseCommunicationDecision-MakingCoaching & MentoringEmotional Intelligence+2

Sr. Specialist II , Technical Support

Promoted

Aug 2024 – Apr 2025 · 8 mos · Niagara, Ontario, Canada · Hybrid

L4
Collaborated closely with engineering teams to diagnose and resolve complex software issues, maintaining a 90%+ resolution rate across high-impact cases.
Identified and addressed systemic gaps in support workflows, contributing to sustained improvements in case handling efficiency.
Mentored and supported onboarding for new hires, promoting a culture of continuous learning and technical excellence.
LEAD – Internal Commitments Support Initiative (internal initiative )
Oversaw a focused internal team handling high-touch customer escalations, where I led a full revamp of training content, process documentation, and workflow strategies.
Increased team efficiency from 80% to 95% by introducing targeted performance metrics, optimized response strategies, and clear escalation protocols.
Drove a 25% improvement in overall turnaround time and resolution quality, while enhancing collaboration between cross-functional teams.

Process improvementCross-team CollaborationMentorshipAdvanced troubleshootingTechnical SupportProcess Improvement

Sr. Specialist I , Technical Support

Promoted

Mar 2024 – Aug 2024 · 5 mos · Niagara, Ontario, Canada · Hybrid

L3
As a Senior Technical support Specialist at Concentrix, I deliver expert-level technical support, resolving complex hardware and software issues across phone, email, and chat channels.
CHALLENGES :
Addressing diverse and complex technical issues promptly to maintain high customer satisfaction.
Improving team performance and knowledge base to ensure consistent, high-quality support.
ACTIONS :
Advanced Technical Support: Provided expert solutions, reducing issue resolution time by 25%.
Customer Satisfaction: Delivered exceptional service, maintaining a 98% customer satisfaction rating.
Issue Escalation: Acted as an escalation point for challenging issues, guiding technical advisors to ensure swift and effective resolutions.
Knowledge Management: Developed comprehensive documentation and troubleshooting guides, enhancing the support team's capabilities.
Training and Mentorship: Mentored and trained junior specialists, sharing expertise and best practices, leading to a 30% improvement in team performance.
Performance Monitoring: Analyzed support metrics to identify trends and optimize processes, ensuring the team met or exceeded performance targets.
Collaboration: Worked with product development, engineering, and quality assurance teams to provide feedback and develop solutions for recurring issues.
Process Improvement: Implemented new support processes, resulting in a 20% reduction in ticket volume for common problems.
RESULTS:
Reduced average resolution time by 25%, enhancing overall efficiency.
Achieved a 98% customer satisfaction rating.
Improved team performance by 30% through effective training and mentorship.
Reduced ticket volume for recurring issues by 20% through targeted process improvements.
Contributed to critical product enhancements and bug fixes through collaborative feedback efforts.
My commitment to excellence ensures top-notch support for our customers and maintains our team's high efficiency and technical proficiency.

Analytical SkillsMentoringPerformance ManagementTeam LeadershipCustomer Relationship Management (CRM)Escalation Resolution+4

Technical Support Specialist

Jun 2023 – Mar 2024 · 9 mos · Niagara, Ontario, Canada · Hybrid

L1 &L2
Customer Assistance
Provide front-line technical support to customers through various channels, including phone, email, and chat, ensuring prompt resolution of technical issues and maintaining high levels of customer satisfaction.
Issue Resolution: Diagnose and troubleshoot hardware and software problems, guiding customers through step-by-step solutions, and escalating complex issues to higher-level support teams when necessary.
Product Knowledge
Stay updated with the latest company products, services, and updates to provide accurate and up-to-date information to customers.
Documentation:
Maintain detailed and accurate records of customer interactions, issues, and resolutions in the ticketing system, ensuring comprehensive documentation for future reference.
Training and Development: Participate in ongoing training sessions to enhance technical skills and product knowledge, contributing to continuous improvement in service quality.
Feedback Loop:
Collect and relay customer feedback to product development and improvement teams to help enhance product features and user experience.
Team Collaboration: Work closely with other technical support advisors and cross-functional teams to share knowledge and improve overall support processes.
Performance Metrics:
Consistently meet or exceed performance targets, including response times, resolution times, and customer satisfaction scores.
Key Achievements:
Successfully resolved 95% of customer issues on the first contact, improving overall customer satisfaction ratings.
Implemented a new troubleshooting guide that reduced average resolution time by 20%.
Recognized as "Employee of the Month" for outstanding performance and dedication to customer service.

Time ManagementInterpersonal CommunicationProblem SolvingKnowledge ManagementTechnical SupportCustomer Service

Walmart canada

2 roles

E-Commerce

Promoted

Feb 2021 – Apr 2023 · 2 yrs 2 mos

Supported critical eCommerce operations by efficiently picking, packing, and dispensing online orders during a high-demand period
Ensured accuracy, quality control, and adherence to health and safety protocols across varied product types and storage zones
Adapted to rapidly changing workflows and safety guidelines during the pandemic
Developed strong skills in logistics coordination, time management, and collaborative problem-solving

Customer ServiceTime ManagementMultitaskingCommercially drivenresults orientedCustomer Interaction+6

Fullfilment Associate

Oct 2020 – Feb 2021 · 4 mos

Processed and stocked merchandise on the sales floor, ensuring shelves were organized, labeled, and fully replenished
Supported inventory flow by unloading trailers, scanning product into system, and maintaining accurate stock levels
Assisted customers with locating products and answered inquiries with a focus on safety and efficiency
Followed strict health and safety guidelines, contributing to essential retail operations during a critical public health period
Worked cross-functionally with departments to meet stocking and recovery targets under time-sensitive conditions

TypingCustomer ServiceCustomer Service RepresentativesCustomer ContactSalesClient Relations+4

Samparan foundation

Community Education Fellow – Sampara Outreach Initiative

Mar 2019 – Sep 2019 · 6 mos · Panchkula, India · On-site

As a Community Education Fellow, I volunteered to support educational equity by teaching underprivileged children . My role involved designing and delivering age-appropriate lessons in core subjects, fostering curiosity and confidence among students with limited access to quality education.
Key Responsibilities:
Taught foundational literacy, numeracy, and general knowledge to children from underserved communities
Adapted teaching methods to meet diverse learning needs in low-resource environments
Built strong relationships with students and local families to encourage continued education
Promoted a safe, inclusive, and engaging learning space
Collaborated with local volunteers and grassroots organizers to extend educational impact
Skills Gained:
Community engagement · Teaching & facilitation · Empathy · Communication · Adaptability · Leadership · Cultural sensitivity · Social responsibility