Jasleen Kaur

Operations Associate

Delhi, India23 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Led operational performance improvements at Amazon.
Spearheaded customer service strategies at Goods And Services Tax Network.
Implemented SLAs for customer support in hospitality products.

Stackforce AI infers this person is a Customer Service Operations Leader with expertise in E-commerce and BPO sectors.

Contact

Skills

Core Skills

Operations ManagementCustomer ExperiencePersonnel ManagementCustomer Service ManagementCustomer Service StrategyStrategy DevelopmentProcess Excellence

Other Skills

TeamworkCustomer SupportExecutive ManagementIncident ManagementBusiness-to-Business (B2B)Workforce PlanningProject ManagementService DeskMicrosoft OfficeMicrosoft ExcelMicrosoft WordPowerPointStrategic PlanningSalesTeam Building

About

With a solid foundation in Agile methodologies and a commitment to operational excellence, my tenure as Operations Manager at Amazon has been defined by a relentless pursuit of customer success and process improvement. Our team's strategy design and implementation efforts have significantly enhanced the customer service experience, optimizing resources and nurturing talent development. Previously, as Vice President of Customer Service at Goods And Services Tax Network, I spearheaded multiple helpdesk operations and led initiatives to improve incident management and support issue resolution. My leadership was instrumental in fostering a culture of customer satisfaction and aligning business and technology strategies to drive organizational growth.

Experience

Amazon

Operations Manager-L6

Oct 2021 – Present · 4 yrs 5 mos · Delhi, India

I led initiatives to improve operational performance and employee engagement at Amazon, resulting in notable achievements.
Created a centralized Performance Rewards and Recognition framework to boost employee motivation.
Improved job stress scores by 10% and job satisfaction by 4% through targeted activities.
Collaborated with program teams to implement automated interventions, enhancing operational efficiency.

TeamworkCustomer SupportExecutive ManagementIncident ManagementPersonnel ManagementBusiness-to-Business (B2B)+4

Goods and services tax network

Vice President Customer Service

Sep 2020 – Sep 2021 · 1 yr · New Delhi, Delhi, India

In my role as Vice President Customer Service at Goods And Services Tax Network, I was responsible for designing and implementing customer service strategies, monitoring helpdesk operations, and developing team members. I successfully managed multiple helpdesks in New Delhi, India, ensuring efficient resource allocation and enhancing customer satisfaction.

Customer SupportService DeskIncident ManagementPersonnel ManagementWorkforce PlanningCustomer Service Management

Rategain it solutions private limited

Associate Vice President - GHD

Jan 2019 – May 2020 · 1 yr 4 mos · Noida Area, India · On-site

In my role as Associate Vice President at RateGain IT Solutions Private Limited, I spearheaded the implementation of SLAs for customer support in hospitality products, ensuring timely resolutions. Collaborating with various departments, I enhanced incident management to achieve total customer satisfaction. Additionally, I designed and executed a Customer Service strategy, collaborating with cross-functional teams for key expectations.

Service DeskIncident ManagementPersonnel ManagementWorkforce PlanningCustomer Service Strategy

Intuit

Assisted Care Leader - Intuit India Customer Service & Support

May 2015 – Dec 2018 · 3 yrs 7 mos · Bangalore, India

As an Assisted Care Leader at Intuit, I managed a team of specialists to improve customer experience and retention. I successfully launched webinars to educate customers, reducing call volumes by 15%. Additionally, I implemented quality and training improvements for both outsourced partners and internal teams to ensure top-notch service delivery.

Service DeskIncident ManagementPersonnel ManagementWorkforce PlanningCustomer Experience

Teleperformance

2 roles

Manager - Strategy & Development

Dec 2013 – Apr 2015 · 1 yr 4 mos · Gurgaon, Haryana

Led deployment of Value Addition Services for Serco Offshore & Americas Division, utilizing Process Excellence and Analytics to explore market intelligence.
Collaborated with TAP for strategy-based solutions and deployed speech analytics for voice projects.
Currently implementing a training transitioning tool and exploring Single sign-on application for workflow automation.

Incident ManagementPersonnel ManagementStrategy Development

Manager Operations

May 2009 – Nov 2013 · 4 yrs 6 mos · Gurgaon, Haryana

Led transition of processes for US Client, ensuring process excellence and SLA management
Managed 100 FTEs across 2 sites, overseeing 5 TLs & 2 Assistant Managers
Completed projects on Shrinkage and Attrition via Green Belt
Responsible for transitioning and set-up of complete process

Service DeskIncident ManagementPersonnel ManagementWorkforce PlanningProcess Excellence

Scc - specialist computer centres

Engineer coordinator

Jan 2009 – Apr 2009 · 3 mos · Birmingham, England, United Kingdom

Teleperformance

Manager Customer Services

Mar 2008 – Oct 2008 · 7 mos · Birmingham, United Kingdom · On-site

In my role as Manager Customer Services at Teleperformance, I led a team of 65 agents to ensure accurate reporting and data availability for stakeholders. I developed effective reward and incentive systems to maximize operational response and implemented improvement projects for non-performers.

Customer SupportCustomer Service Management

Concentrix

Deputy Manager Operations

Nov 2001 – Feb 2008 · 6 yrs 3 mos · Gurgaon, India

In my role as Deputy Manager Operations at Concentrix in Gurgaon, India, I oversaw a team of technical support specialists, managed real-time operations, and participated in key management decisions. I led developmental trainings, conducted security audits, and actively engaged in employee transport administration.