Results-driven professional with extensive expertise in operations management, workforce analytics, human resources, and customer service leadership. Over 8 years of proven experience in operational efficiency, data-driven decision-making, and strategic workforce management. Adept in contact center, KPO & supply chain operations, workforce planning, policy development, and technology solutions.
Hi, I’m
Harjot Singh
Management Professional
Brampton,Ontario
Summary
Overview
7
years of professional experience
9
years of post-secondary education
3
Languages
Work History
Amazon CanadaHamilton, Ontario
Manager of Operations
08.2023 - Current
Job overview
- Oversee daily operations, enhancing team efficiency and compliance with company standards.
- Reduced labor costs through strategic staff scheduling, maintaining service excellence.
- Improved customer satisfaction by resolving issues swiftly and refining processes.
- Conduct operational audits to ensure adherence to regulations and policies.
- Streamlined inventory management, reducing discrepancies and boosting order accuracy.
- Mentored team members in best practices and career development, resulting in a motivated workforce and reduced turnover rates.
- Spearheaded operational audits, ensuring compliance and achieving substantial improvements in regulatory adherence.
- Analyzed team performance metrics, implementing targeted training that led to noticeable gains in efficiency and productivity.
- Fostered a collaborative team environment, enhancing morale and driving a culture of continuous improvement among staff.
- Developed a new staff scheduling model, optimizing labor allocation and maintaining service excellence while reducing costs.
- Optimized operational workflows, significantly enhancing team productivity and ensuring compliance with company standards.
City of Toronto
Human Resources Consultant (Workforce Analytics and Insights)
02.2023 - 08.2023
Job overview
- Consulted extensively with stakeholders to identify and fulfill workforce data and analytical reporting needs.
- Developed, programmed, and maintained comprehensive databases using MS Access and Excel, ensuring data integrity and accuracy.
- Delivered impactful data-driven insights, enhancing decision-making across various client departments.
- Managed sensitive and confidential data requests with discretion and professionalism.
- Actively participated in corporate projects, providing workforce data expertise to support strategic objectives.
- Streamlined data reporting processes, significantly improving efficiency and accuracy in workforce analytics.
- Fostered partnerships with cross-functional teams to ensure alignment on workforce data needs, enhancing overall project outcomes.
- Maintained rigorous data integrity protocols while managing sensitive information, ensuring compliance with privacy standards.
- Streamlined workforce data reporting, achieving noticeable gains in efficiency and delivering timely insights for strategic decision-making.
- Analyzed complex datasets to uncover trends, providing actionable recommendations that enhanced workforce planning and resource allocation.
Summitt Energy
Operations Coordinator
10.2022 - 02.2023
Job overview
- Managed daily customer enrollment, ensuring data accuracy and operational efficiency.
- Implemented process improvements, boosting client satisfaction and streamlining operations.
- Ensured compliance in contract administration, billing, and utility communications.
- Enhanced customer enrollment processes, achieving measurable operational improvements.
- Fostered a collaborative environment, encouraging team contributions that led to innovative policy enhancements and smoother interdepartmental operations.
Amazon Canada
Workforce Management Analyst
01.2020 - 12.2021
Job overview
- Optimized workforce strategies, ensuring 95% SLA compliance through detailed analysis.
- Forecasted inbound volumes with 99.85% accuracy, enabling proactive workforce adjustments.
- Created dashboards with QuickSight and Tableau, enhancing performance metric visibility.
- Streamlined scheduling processes, improving operational efficiency and SLA adherence.
- Analyzed data trends for informed decision-making and improved resource allocation.
- Implemented advanced scheduling techniques, resulting in improved operational efficiency and consistent SLA compliance.
- Conducted comprehensive data analysis to inform workforce strategies, enabling informed decision-making and measurable improvements in resource allocation.
- Designed and launched interactive dashboards using Power BI, enhancing real-time visibility of key performance metrics and driving accountability.
- Fostered cross-department collaboration for performance metrics tracking, strengthening communication and shared ownership of goals.
- Provided training on new analytical tools, promoting a culture of continuous improvement and empowering team members with essential skills.
- Streamlined workforce management processes, leading to substantial improvements in SLA compliance and operational efficiency.
Amazon Canada
Workforce Real-Time Analyst
07.2019 - 01.2020
Job overview
- Adjusted staffing for optimal service, achieving 95% SLA consistently.
- Monitored programs, ensuring high service levels and operational efficiency.
- Advised on workforce strategies, enhancing responsiveness to demand.
Amazon
SME Machine Learning
12.2018 - 07.2019
Job overview
- Developed SOPs enhancing team efficiency and alignment with goals.
- Facilitated communication between management and 25-member team.
- Improved team dynamics through strategic communication methods.
Education
University Canada WestVancouver, BC
Master of Business Administration from Business Administration And Management
01.2022 - 07.2025
University Overview
Chandigarh UniversitySAS Nagar, PB
Bachelor of Engineering from Computer Science
08.2015 - 05.2018
University Overview
Graduated with honours
Chandigarh College of Eng. & Tech
Polytechnic Diploma from Mechanical Engineering
08.2008 - 05.2011
University Overview
Skills
Operational efficiency management
Workforce Analytics
Data Analysis
Customer Service
Process Improvement
Team Leadership
Salesforce
Cisco
Verint
Effective problem resolution
Customer service
Timeline
Manager of Operations
Amazon Canada
08.2023 - Current
Human Resources Consultant (Workforce Analytics and Insights)
City of Toronto
02.2023 - 08.2023
Operations Coordinator
Summitt Energy
10.2022 - 02.2023
University Canada West
Master of Business Administration from Business Administration And Management
01.2022 - 07.2025
Workforce Management Analyst
Amazon Canada
01.2020 - 12.2021
Workforce Real-Time Analyst
Amazon Canada
07.2019 - 01.2020
SME Machine Learning
Amazon
12.2018 - 07.2019
Chandigarh University
Bachelor of Engineering from Computer Science
08.2015 - 05.2018
Chandigarh College of Eng. & Tech
Polytechnic Diploma from Mechanical Engineering
08.2008 - 05.2011
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual