Jasjit Diwan
Surrey,BC
Summary
Enthusiastic Manager with a background overseeing the production of goods and provision of services in the food industry. Polished in chalking out operational systems and processes, examining financial data, and conducting quality control checks. Cost-conscious and communicative professional familiar with business principles operational management and budget development practices.
Overview
16
16
years of professional experience
Work History
Chief Operations Manager
SJ Hospitality, Mohali
07.2019 - 12.2023
- Negotiated favorable contracts with suppliers, reducing costs without compromising on quality or service standards.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Provided leadership for continual management and employee training initiatives.
- Streamlined operations by implementing efficient processes and strategies, leading to significant cost savings with a team of 20 employees.
- Promoted use of multichannel communication strategies, automated chat and social messaging.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Shuttle Driver
Coast Mountain Bus Service
02.2017 - 05.2019
- Successfully operated shuttle buses, vans, and cars to transport passengers to various locations.
- Assisted passengers with luggage and other items, loading and unloading with care.
- Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
- Operated wheelchair lifts as needed, ensuring accessibility for all passengers regardless of physical limitations or disabilities.
- Drove a 25-30-passenger shuttle bus to and from the terminal.
Customer Service Representative
Shaw Cable Systems
07.2013 - 01.2017
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans, and wiping down surfaces.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Provided primary customer support to internal and external customers.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
- Fostered customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
- Educated customers about billing, payment processing and support policies and procedures.
General Manager
KFC
01.2008 - 06.2013
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Trained and guided team members to maintain high productivity and performance metrics.
- Championed continuous improvement initiatives that enhanced operational performance across all departments.
- Developed and executed strategic plans for business growth and expansion, resulting in increased market share.
Education
Bachelor's of Hotel Management - Hospitality Management And Customer Service
PES Institute of Hotel Management
Banglore, Karnatka04.1999
Skills
Customer service
Conflict resolution
Business improvement
Attending customer queries, providing solutions, and cross-selling along with upselling
Making payment arrangements
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Chief Operations Manager
SJ Hospitality, Mohali
07.2019 - 12.2023
Shuttle Driver
Coast Mountain Bus Service
02.2017 - 05.2019
Customer Service Representative
Shaw Cable Systems
07.2013 - 01.2017
General Manager
KFC
01.2008 - 06.2013
Bachelor's of Hotel Management - Hospitality Management And Customer Service
PES Institute of Hotel Management
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