Jaspreet Singh
Point Cook,VIC
Summary
Organized and dependable candidate with over 12 years of experience. A problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Results-driven and resilient in developing teams while improving processes and increasing productivity. Talent for spotting areas in need of improvement and implementing solutions with strategic approach. Detail-oriented with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Operations Manager
RON CROUCH TRANSPORT
12.2022 - Current
- Strategically plan and manage logistics, warehouse, transportation, and customer services
- Ensuring daily operations run smoothly with receiving orders and bookings, planning and implementing transportation schedules
- Overseeing the stock take processes keeping track of quality delivery times, transport costs and efficiencies
- Comply with Laws and regulations and ISO requirements
- Maintaining a focus on continuous improvement in all areas of operations
- Liaising with vendors and clients regularly to resolve issues as they arise
- Implementing system improvements with our technology service providers.
Transport Supervisor/Operations Manager
TOLL GROUP
01.2021 - 12.2022
- Working with multiple customers and managing their daily operations, processing orders, and ensuring timely deliveries
- Managing customer queries and escalations in a timely and efficient manner
- Developed strong relationships with key customers, Warehouse, Stakeholders, transport operations staff, and key account managers
- Managing subcontractors and 3rd party logistic providers
- Developed and implemented administrative procedures resulting in efficient processing and meeting targeted delivery timeframes
- Reporting and assisting with safety issues and concerns
- Involved as a change champion for the site in the introduction of new and improved system software and involved in the training of the staff for the same.
Operations Manager
AEGIS/STARTEK (VICTORIA UNIVERSITY)
03.2020 - 12.2020
- Oversee daily operations of a university unit and its various components, ensuring compliance with university policies and procedures
- Managing and ensuring delivery of excellent customer services across all contact channels
- Preparation and delivery of Monthly and Quarterly reports for business reviews
- Analyze and track teams’ performance against defined metrics and achieve operations KPIs
- Accomplished call center human resource objectives by recruiting, orienting, training, coaching, and performance management.
Operations Manager
AEGIS (AUSTRALIA POST/ STARTRACK)
01.2017 - 02.2020
- Directly responsible for the day-to-day supervision and management of 6 Call Centre Team Leaders with over 100 Customer Service Agents
- Lead center initiatives involving operational changes, recognition programs, hiring training and process changes
- Managing weekly/monthly workforce planning and resourcing aligning with clients’ requirements
- Preparing daily, weekly and monthly reports to stakeholders and account managers regarding center performance.
Team Leader
AEGIS (Multiple Campaigns Telecommunications/Energy/ Transport &Logistics)
11.2014 - 12.2016
- Handled customer complaints and escalations a timely manner which included required liaising with various channels, Technicians, subcontractors, drivers and clients
- Assisted Operations Manager with the implementation of key operational procedures for improved customer experience and operational efficiency
- Implemented quality procedures and led quality assurance calibration sessions to ensure high call quality standards were achieved and maintained
- Performing extensive reporting for internal and external stakeholders to provide data, perform analysis and investigations, monitor trends and implement improvements
- Handling complex customer queries and complaints and achieving desired outcomes in a professional manner
- Act as a Subject Matters Expert and provide the team members with instructive support and assist the team leader in quality assurance and checks.
Education
Skills
- Stakeholder and Operations Management
- Quality Assurance and Continuous Improvement
- Adaptability and Learning
- Knowledge of various CRM systems (Salesforce, Litmus etc)
- Customer Service and Client Relations
- Performance Monitoring and Development
- Cross-Functional Communications
- Warehouse Operations
Certification
Logistics & Supply Chain Management
First Aid Certificate
Timeline
Operations Manager
RON CROUCH TRANSPORT
12.2022 - Current
Transport Supervisor/Operations Manager
TOLL GROUP
01.2021 - 12.2022
Operations Manager
AEGIS/STARTEK (VICTORIA UNIVERSITY)
03.2020 - 12.2020
Operations Manager
AEGIS (AUSTRALIA POST/ STARTRACK)
01.2017 - 02.2020
Team Leader
AEGIS (Multiple Campaigns Telecommunications/Energy/ Transport &Logistics)
11.2014 - 12.2016
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