JAY J
Sydney,NSW
Summary
Proven leader in operational excellence and strategic planning, I significantly enhanced business processes at BSA LTD, achieving a 60% reduction in trouble tickets. Expert in business analysis and organizational development, my approach to fostering high-performance teams and optimizing operations has driven substantial business growth. Skilled in financial management and customer relations, I excel in transforming challenges into opportunities for efficiency and profitability. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Head of Operations NSW
BSA LTD
10.2023 - 07.2024
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Ensured compliance with industry regulations and company policies, mitigating potential risks.
- Led cross-functional teams to achieve company goals, fostering collaboration and communication.
- Spearheaded continuous improvement projects, resulting in enhanced business performance.
- Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Facilitated change management efforts, guiding teams through periods of transition and growth.
- Oversaw supply chain management, ensuring timely delivery of products and services to customers.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Managed crisis situations effectively by developing response plans in advance.
- Managed vendor relationships, negotiating contracts for maximum value and efficiency.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Empowered team leaders with autonomy in decision-making, fostering dynamic and responsive operational environment.
- Drove technology integration strategies, modernizing legacy systems and facilitating seamless data flow.
- Spearheaded operational improvements, leading to streamlined processes and enhanced efficiency across departments.
- Optimized customer service protocols, elevating customer satisfaction and loyalty through personalized service initiatives.
- Facilitated key partnerships with external stakeholders, expanding market reach and enhancing brand reputation.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Head of Operational Process & Systems
BSA LTD
05.2023 - 09.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Head of Operations (NBN – Unify)
BSA LTD
04.2022 - 04.2023
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Implemented data-driven decision-making processes, leveraging analytics to optimize operations.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Optimized inventory levels by implementing demand forecasting tools and techniques.
- Enhanced operational transparency with implementation of advanced reporting systems, providing real-time insights to stakeholders.
- Achieved significant cost reductions by renegotiating supplier contracts and optimizing inventory management practices.
- Led workforce expansion efforts, recruiting top talent and establishing high-performance team aligned with company goals.
- Enhanced team productivity with implementation of agile methodologies, significantly reducing project turnaround times.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Service Delivery Manager (NBN)
BSA LTD
03.2019 - 03.2022
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Enhanced service delivery by developing and implementing efficient processes.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Supervised operations of 24-hour customer service desk staffed by around 50 team members.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Planned and managed full project lifecycles, from conception through final completion.
- Worked with high-profile customer to select third-party vendor for IT infrastructures.
- Prospected for leads to build pipeline and convert to sales opportunities.
- Oversaw warehouse staff and maintained efficiency in fast-paced environment.
- Integrated warehouse operations with existing and new business processes.
Quality Assurance Supervisor (NBN)
BSA LTD
07.2018 - 02.2019
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
- Collaborated with cross-functional teams to drive continuous improvement initiatives throughout the organization.
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Served as a key liaison between Quality Assurance and other departments, facilitating collaborative efforts that led to increased product consistency and customer satisfaction.
- Led regular meetings with staff to review performance metrics, address any concerns or challenges, and provide updates on organizational initiatives related to quality assurance.
- Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions.
- Established robust supplier relationships through regular communication, performance evaluations, and ongoing support in meeting quality standards.
- Monitored testing processes, test development and user acceptance testing.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Recorded, analyzed, and distributed statistical information.
Pre-scoper / Design (NBN)
Telstra
07.2016 - 06.2018
- Optimized existing designs, reducing production costs and enhancing overall performance.
- Streamlined the design process for increased efficiency by utilizing advanced CAD software tools.
- Managed multiple projects simultaneously while adhering to strict deadlines and maintaining a high level of attention to detail.
- Addressed design challenges and evaluated alternative design models to meet project requirements.
- Brainstormed with product designers to implement and refine new manufacturing processes.
- Solved complex design challenges, resulting in highly functional and aesthetically pleasing products.
- Fostered innovation and creativity within design team, encouraging exploration of new ideas.
- Analyzed and interpreted data to identify trends and recommend improvements.
Telecommunications Engineer
Qeyas General Contracting
01.2011 - 02.2015
- Ensured compliance with regulatory requirements through diligent monitoring and reporting of telecommunications activities.
- Coordinated installation of new users and relocations of existing users.
- Researched and recommended network and data communications hardware and software.
- Performed telecommunication and networking business evaluations.
- Installed, maintained and supported voice/data applications.
- Streamlined processes by automating manual tasks, leading to increased accuracy and efficiency in telecommunication operations.
- Designed cost-effective solutions by researching options and selecting the most appropriate components for each project''s specific requirements.
- Managed complex projects involving multiple stakeholders, ensuring successful deployment of telecommunications infrastructure.
- Worked closely with network administrators and server engineers to deliver quality service.
- Maintained up-to-date knowledge of advancements in telecommunications technology, applying best practices to drive continuous improvement efforts.
- Oversaw decrease in average daily number of trouble tickets by 60% after expanding helpdesk support to 24/7 operations.
- Analyzed and interpreted complex data from multiple sources.
- Delivered comprehensive training sessions for staff members on proper use of telecommunications equipment, boosting overall proficiency levels throughout the organization.
- Performed network modeling and analysis.
- Installed, maintained and supported VoIP applications.
- Improved network performance by designing and implementing efficient telecommunication systems.
Electronics & Telecoms Engineer
Tesla Engineers
05.2007 - 07.2008
- Established strong working relationships with clients through exceptional communication skills, fostering trust and collaboration.
- Wrote, reviewed and edited technical document in accordance with template requirements.
- Developed positive working relationships with stakeholders to effectively coordinate work activities.
- Achieved successful project outcomes by maintaining accurate documentation and meeting strict deadlines.
- Developed cost estimates and project specifications for proposals.
- Optimized engineering processes by implementing innovative solutions and streamlining workflow.
- Collaborated on interdisciplinary teams to develop creative, cost-effective solutions for complex projects.
- Reviewed technical drawings developed by CAD technicians and drafters.
- Presented technical findings to stakeholders, ensuring clear understanding of project status and goals.
- Streamlined permit acquisition process for new projects, working closely with local authorities to ensure compliance and timely approval.
- Enhanced safety protocols during construction projects, ensuring compliance with national standards and reducing workplace accidents.
- Facilitated knowledge sharing sessions on latest engineering trends, fostering culture of continuous learning among team members.
- Assisted in developing cost-effective solutions to engineering problems.
- Created detailed reports on engineering activities and findings.
- Developed and maintained relationships with suppliers to facilitate quality and timely delivery of materials.
- Analyzed and interpreted customer requirements to develop engineering solutions.
- Developed high-quality engineering designs and plans to meet industry standards.
- Performed complex calculations to analyze and optimize engineering processes.
Education
Masters - Telecommunications Engineering
Western Sydney University
Sydney, NSW07.2009
Bachelors - Electronics & Telecommunications Engineering
Anna University
India07.2007
Skills
Operational Excellence
Business Analysis
Organizational Development
Safety Management
Workforce Planning
Logistics Management
Strategic Planning
Payroll Administration and Timekeeping
Customer Relations
Inventory Tracking and Management
P&L Management
Customer Service
Budget Development
Human Resources
Revenue Generation
Business Development
KPI Tracking
Performance Evaluation and Monitoring
Business Forecasting
Proficient in [Software]
Customer Retention
Program Optimization
Process Improvements
Financial Management
Budget Control
Accomplishments
- Documented and resolved [Issue] which led to [Results].
Certification
- ITIL Foundation Certificate in IT Service Management
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Malayalam
Native or Bilingual
Tamil
Full Professional
Timeline
Head of Operations NSW
BSA LTD
10.2023 - 07.2024
Head of Operational Process & Systems
BSA LTD
05.2023 - 09.2023
Head of Operations (NBN – Unify)
BSA LTD
04.2022 - 04.2023
Service Delivery Manager (NBN)
BSA LTD
03.2019 - 03.2022
Quality Assurance Supervisor (NBN)
BSA LTD
07.2018 - 02.2019
Pre-scoper / Design (NBN)
Telstra
07.2016 - 06.2018
Telecommunications Engineer
Qeyas General Contracting
01.2011 - 02.2015
Electronics & Telecoms Engineer
Tesla Engineers
05.2007 - 07.2008
Masters - Telecommunications Engineering
Western Sydney University
Bachelors - Electronics & Telecommunications Engineering
Anna University
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