Jinesh N Surana — Operations Associate

I am an Assistant Manager contact center at Silaris information Pvt Ltd, a global leader in customer experience management. I have a MBA in Operations Management marketing and sales from Teerthanker Mahaveer university and multiple certifications in Email marketing, Digital Marketing, and Conflict Management from Career development college Landon. In my current role, I manage and coach a sub-LOB of 90 to 110 employees, ensuring that they achieve the company's KPls, such as adherence, attendance, quality, and customer satisfaction. I also prepare and present weekly reports, recommendations, and action plans for performance management and progression to the top management. I have successfully reduced absenteeism and turnover, increased user retention, and improved NPS scores in my team. I have a strong background in the Automobile and Eyewear services industry, with previous roles as a Team Manager at Cars24 and a Lead-Operations at Lenskart. I have developed and implemented effective policies and procedures for quality assurance, process improvement, and personnel issues. I have handled escalated claims and mails, communicated with clients, and mentored new joiners. I have also delivered on various parameters, such as SL, AHT, attrition, and shrinkage. I have excellent skills in customer service management, team motivation, presentation, and data analysis. I am passionate about continuous learning, innovation, and employee engagement. I strive to create a positive and productive work environment for my team and myself. I aspire to grow and advance in my career as a people manager and a leader.

Stackforce AI infers this person is a Customer Experience Management professional with expertise in team leadership and operational efficiency.

Location: Gurugram, Haryana, India

Experience: 7 yrs 2 mos