JAYESH DAGLIYA
Ottawa,ON
Summary
Experienced agile customer support and process coach for providing quality customer service solutions with over 6 years of experience. Have effectively used SQL to gather and analyze information from various sources. Utilizes stellar interpersonal skills to collaborate with stake holders to discuss issues and create substantive solutions for improvement with decision making executives. Passionate for coaching with best practices and ensuring compliance standards by utilizing attention to detail, engagement, and effective communication skills.
Overview
4
4
years of professional experience
Work History
PROCESS LEAD, BUSINESS OPERATIONS
PROCESS & SYSTEMS MANAGEMENT
08.2022 - Current
- Recommended new approaches to work activities, developed innovative approaches to own work for continuous process improvement
- Built productive and collaborative working relationships with internal and external contacts
- Lead projects and processes independently with minimal or no additional resources
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve go als
- Identified and recommended process improvements to increase efficiency of team and process
- Resolved escalations, identifying root cause and implement measures to avoid them recurring in future
- Provided weekly process dashboards to management
- Monitored aged tickets on regular basis and assist team members with requisite resolution
- Managed volume and deadlines to ensure requests are processed within defined service level agreement (SLA) and without error
- Trained agents to improve efficiency and follow company guidelines.
- Developed systems of organization and efficiency to increase production by 40%
- Trained 25 new hires, providing information and insight into corporate policies and procedures
- Supervised processes to eliminate weak points or bottlenecks in business operations
- Recommended strategies which increased CSAT generation by 80%
SUPPORT SERVICES COORDINATOR
BGRS
11.2021 - 07.2022
- Managing and resolving queries
- Monitoring customer inquiry and exceptional workflows regularly to ensure resolution within defined service level agreement (SLA)
- Attending service client calls as necessary
- A team player with excellent ownership
- Performing tasks in accordance with any statutory or legal requi rements
- Ensuring all resolutions and processing are in line with process and rules of engagement
- Communicating at regular intervals to stakeholders and advising on status of request
- Ensuring all interactions and transactions are accurately and timely documented in tracking systems and business operations systems for full transparency
- Save all departmental documents electronically in easy to retrieve location and adhere to paperless environment
- Working closely with supplier management team, client accounting teams and destination service providers in multiple locations across world to ensure quality and timely services are being rendered to customers
- Recommending process improvement changes based on business objectives.
PRODUCE DEPARTMENT MANAGER
WALMART
04.2020 - 09.2021
- Evaluate industry dynamics to determine customer demand and effect of competitor’s activities on company revenue
- Hiring associates with participating in interviews, preparing questions along with assistant manager to understand candidate skills
- Propose, guide, and assess operations of business and retail sales of Produce
- Order, select and purchase produce for department
- Oversee and implement marketing campaigns for store produce
- Strategize any budgets, track company revenues, and properly approve expenses for produce department
- Ensure that associates are trained in current procedures with time management
- Fostering positive work environment by scheduling and initiating task improvement with feedbacks
- Increasing department sales by 30% by working on department planner to regularly make store to stay on regional star list
- Establish staffing requirements and recruit or supervise hiring of new employees
- Regularly analyzing produce reports and initiating calls to vendors to maintain store supply.
LEAD CUSTOMER SERVICE MANAGER
WALMART
09.2019 - 04.2020
- Find a solution for customer grievances
- Increased sale of Mastercard by 70% by providing accurate training to employees.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty
- Help manage and execute marketing campaigns
- Create staffing needs and recruit or supervise hiring of new employees
- Manage staff and assign tasks, first point of contact for associates, managing customer service managers and associates
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Plan, organize, direct, control and evaluate daily operations
- Following and training associates on standards of practice
- Manage relationships with various businesses to reach base business sales growth goals
- Collaborate with cross-functional teams to improve customer service experience.
Education
Diploma - Regulatory Affairs
Algonquin College
Ottawa, ON10.2018
Graduate Certificate (Honours) - Energy Management
Algonquin College
Ottawa, ON10.2017
Bachelor’s Degree - Mechanical Engineering
NBN Sinhgad Technical Institute
India05.2016
Diploma - Mechanical Engineering
MIT SSPP
India05.2013
Skills
- Maintaining Strict Confidentiality
- Tagging Updates
- Creative Solutions
- Accounts Payable and Accounts Receivable
- Data Collection
- Accurate Recordkeeping
- Professional Relationships
- Financial Transactions
- Outbound Calls
- Microsoft Excel
- Senior Leadership Support
- Report Creation
- Quality Control Standards
- Attention to Detail
Accomplishments
- Created macros to reduce First Response Time by 45% and developed schedules for tracking payments efficiently to avoid any unforeseen delays.
- Increased Client Satisfaction score by 80%. Efficiently audited surveys by using the root cause analysis. Created Training Modules for new hires to understand the knowledge and skills they need to increase productivity and performance.
- Micromanaged weekly per diem payment process for clients.
- Promoted from Support services coordinator to Process Lead.
- Completed leadership training.
- Supervised team of 8 staff members.
Timeline
PROCESS LEAD, BUSINESS OPERATIONS
PROCESS & SYSTEMS MANAGEMENT
08.2022 - Current
SUPPORT SERVICES COORDINATOR
BGRS
11.2021 - 07.2022
PRODUCE DEPARTMENT MANAGER
WALMART
04.2020 - 09.2021
LEAD CUSTOMER SERVICE MANAGER
WALMART
09.2019 - 04.2020
Diploma - Regulatory Affairs
Algonquin College
Graduate Certificate (Honours) - Energy Management
Algonquin College
Bachelor’s Degree - Mechanical Engineering
NBN Sinhgad Technical Institute
Diploma - Mechanical Engineering
MIT SSPP
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