Jackson Salins

Experience

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  Ambassador Sky Chef

  Sept 1992 - Sept 1995

  Flight Officer

  • Worked as Flight Officer handling Domestic as well as Foreign Carriers.

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  Saudi Arabian Airlines (Catering Division)

  Oct 1995 - Oct 2001

  Senior Dispatch officer

  • Leading a team of Jr. Dispatch Officers and Service Representatives.• Training and updating the team regularly on the job processes • Responsible for the monitoring of flight progress until their departure after adjusting Pax Figures based on flight forecast.• Monitoring of Pax Load Messages incoming from different destinations for Return Catering, Follow-up on Pax Special Meals or any other assistance required on board.

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  Wipro

  Feb 2002 - Feb 2013

  • Off-shore deputation to Philippines to handle key operations for a Telecom major besides addressing large scale attrition and absenteeism• Key member of the Global Delivery team to train and up skill agent knowledge across the horizontal• Off shore deputation to Singapore to lead the transition of a new business process to India • Integral member of the COE task force to standardize OJT processes across the Customer Service horizontal in the organization• Instrumental in setting up new hiring plan & process to combat the high employee attrition and ensure quality talent for the various processes in the company across different locations in India.• Certified (by the client) as Lead Trainer; to conduct NH training batches as well as up-training / refresher training requirements at regular intervals to address to real-time requirements. • Chosen to be part of a pilot team designated to support the migration from a mainframe-based customer service platform to user-friendly GUI supported systems along; led the parallel migration in NH training.• Have undergone Six Sigma Green Belt (DMAIC) training. Show less Responsibilities:• Meeting Key performance measures include Quality & End Customer Satisfaction, Productivity & related metrics, Attrition management and Revenue.• Formulating & implementing initiatives to achieve operational efficiencies & targets while ensuring a consistently high level of quality on key deliverables including end-customer satisfaction.• Improvement in CSAT, efficiency, effectiveness across all the processes in the CS horizontal.CSAT.• Ensuring adherence to key compliance parameters; both process and organization driven• Handling production teams and over looking OJT (On Job Training) and the RTA (Real Time Adherence) function• Conducting weekly reviews and auditing Supervisors and ensuring adherence to processes & policies• Analysis on Key CPMs and implementing action items around the same• Mentoring Supervisors and Subject Matter Experts in providing training and feedbacks• Coordinating with the Workforce Management Team on scheduling• Liaising with the client-site and coordinating with the on-site Relationship Manager on day-to-day operational activities• Capacity planning and schedule optimization in close conjunction with the Workforce Management Team• Analyzing MIS reports on Quality and Productivity in order to capture trends and cater to Process Improvements and Training Needs. Performance Appraisals, Retention Schemes, and Rewards & Recognition to ensure employee motivation Driving CSAT across the process Efficiently manage and conduct classroom training for new – hire associates on the process as per the SLA with the client Actively involved in my role as Team Leader in coaching and mentoring associates undergoing ‘on the job’ training Show less

  • Operations Manager

    Feb 2002 - Feb 2013

  • Operations Manager

    Feb 2002 - Feb 2013
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  The Brown Bag Deli

  Feb 2013 - Mar 2014

  Owner

  Roles: Founder & OwnerA self-imposed sabbatical from corporate life to follow a long cherished passion of opening a deli and try my hand at an independent business venture.Responsibilities -Led operational efficiencies for a full service café in a leading mall. This included day to day operations besides menu planning, employee training, sales promotions, marketing and relevant regulatory approvals

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  Sterling Backcheck

  Apr 2014 - Oct 2014

  Senior Manager Operations

  • Managing the International part of the business.• Meeting Key performance measures include TAT, Quality & End Customer Satisfaction, Productivity & related metrics, Attrition management.• Formulating & implementing initiatives to achieve operational efficiency & targets while ensuring a consistently high level of quality on key deliverable including end-customer satisfaction.• Conducting regular performance reviews with the teams in terms of Productivity and Quality.• Ensuring adherence to key compliance parameters; both process and organization driven• Conducting weekly reviews and auditing Supervisors and ensuring adherence to processes & policies• Analysis on Key CPMs and implementing action items around the same• Mentoring Supervisors and Team coaches in providing training and feedbacks• Liaising and coordinating with the client facing teams on day-to-day operational activities• Capacity planning and schedule optimization in close conjunction with the Workforce Management Team Show less

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  SterlingBackcheck

  Apr 2014 - Oct 2014

  Operations Manager

   Managing the International part of the business. Restructure the team and streamline the process to ensure increase in productivity and reduce process escalations. Meeting Key performance measures include TAT, Quality & End Customer Satisfaction, Productivity & related metrics, Attrition management. Formulating & implementing initiatives to achieve operational efficiencies & targets while ensuring a consistently high level of quality on key deliverables including end-customer satisfaction. Conducting regular performance reviews with the teams in terms of Productivity and Quality. Ensuring adherence to key compliance parameters; both process and organization driven Conducting weekly reviews and auditing Supervisors and ensuring adherence to processes & policies Analysis on Key CPMs and implementing action items around the same Mentoring Supervisors and Team coaches in providing training and feedbacks Liaising and coordinating with the client facing teams on day-to-day operational activities Capacity planning and schedule optimization in close conjunction with the Workforce Management Team Show less

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  IGP

  Aug 2016 - now

  VP Customer Care

  Meeting Key performance measures include TAT, Quality & End Customer Satisfaction, Productivity & related metrics, Attrition management.Formulating & implementing initiatives to achieve operational efficiency & targets while ensuring a consistently high level of quality on key deliverable including end-customer satisfaction.o Capacity planning and schedule optimization to handle daily/seasonal volumeso Conducting regular performance reviews with the teams in terms of Productivity and Quality.o Ensuring adherence to key compliance parameters; both process and organization driveno Conducting weekly reviews with the team to ensuring adherence to processes & policieso Analysis on Key CPMs and implementing action items around the sameo Mentoring Supervisors and Team coaches in providing training and feedbackso Coordinating with internal departments /warehouses to ensure smooth operations Show less