Ashisho Raina
Service Operations Leader with 20+ years of experience
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About
Service Operations Leader with 20+ years of experience managing large-scale after-sales service networks in consumer durables and appliances. Strong track record of expanding service infrastructure, increasing AMC retention up to 45%, and driving steady revenue growth. Experienced in setting up service systems from scratch, including call centers, spares supply chain, and nationwide networks, while leading Pan-India operations, improving service KPIs, and managing vendors and partners to deliver better customer experience and operational efficiency.
Experience
Head – Service Operations at Jav Electricals Pvt. Ltd. (2025-04 – Present)
Built and scaled service operations, partner network, and team capability.
- Designed and implemented end-to-end service structure aligned with business goals
- Developed service partner policies and standardized operational frameworks
- Established vendor ecosystem for kitchen appliances and ensured product quality
- Led recruitment, training, and capability building of service teams
Head – Service (Pan India) at Kaff Appliances India Pvt. Ltd. (2023-06 – 2024-07)
Led nationwide service operations and improved efficiency across network and supply chain.
- Managed Pan-India service operations with 170+ partners
- Improved service TAT by 30% through spares supply chain optimization
- Reduced repeat calls by 4% through product failure analysis and corrective actions
- Led contact center operations and tracked key service KPIs
- Managed team performance, budgeting, and MIS reporting
Head – Operations & Service at Provalue Electric Pvt. Ltd. (2020-10 – 2023-03)
Built service operations and vendor ecosystem from ground up in a startup environment.
- Established service network, warehouse, and spare parts systems
- Developed vendor base and improved sourcing efficiency
- Implemented warranty management and failure analysis processes
- Designed training programs for service and sales teams
- Managed budgeting and operational planning
Service Lead (Pan India) at Kenstar Appliances (2017-03 – 2020-09)
Expanded nationwide service network and improved service performance at scale.
- Built service network with 300+ partners across India
- Set up multilingual call center handling 40,000+ calls/month
- Reduced repeat calls by 15% and trade defectives by 8%
- Maintained open calls below 1.2% through KPI-driven operations
- Managed spares logistics, partner performance, and strategic planning
Head – Service Operations at Wang Professionals (Electrolux & Manitowoc) (2016-05 – 2017-03)
Managed Pan-India service operations and improved partner performance and AMC growth.
- Led nationwide service operations for commercial kitchen equipment
- Expanded and optimized service partner network
- Coordinated with international principals for service alignment
- Improved AMC renewals and lifecycle management
Senior Manager – Service (Pan India) at Luminous Water Technology Pvt. Ltd. (2015-07 – 2016-03)
Improved service delivery speed and partner performance across channels.
- Managed service operations across modern trade and offline channels
- Implemented 3-hour installation SLA through Smart Engineer Squad model
- Controlled inventory and improved service hub efficiency
- Conducted partner and staff training programs
Regional Service Manager at Eureka Forbes Ltd. (2011-08 – 2015-05)
Drove service revenue growth and improved retention across regions.
- Managed 30,000+ service calls per month across North and West regions
- Increased AMC growth by 45% and retention by 35%
- Managed service revenue portfolio of approx. 10 Cr
- Led 20 direct and 150 indirect team members
DGM – Customer Service Operations at Kent RO Systems Ltd. (2009-04 – 2011-06)
Managed large-scale service operations and improved customer satisfaction.
- Handled 22,000+ service calls per month across key regions
- Improved escalation handling and service center performance
- Managed inventory, manpower, and service delivery targets
- Delivered revenue targets of 1 Cr
Senior Manager – CRM at Unitech Ltd. (2008-03 – 2009-03)
Managed CRM operations and improved customer experience for residential projects.
- Led customer relationship management for real estate projects
- Coordinated cross-functional teams for service delivery and quality
- Drove customer satisfaction initiatives
Manager – Franchise Operations at WorldSpace India Pvt. Ltd. (2005-09 – 2008-02)
Developed franchise network and improved service operations and compliance.
- Built and managed franchise partner network
- Ensured SLA compliance and service delivery standards
- Led installation and customer experience initiatives
Area Manager – Service at Samsung India Electronics Ltd. (2003-12 – 2005-08)
Managed regional service operations and improved service quality.
- Oversaw service centers across Faridabad and Gurgaon
- Managed 5,000+ service calls per month
- Improved after-sales service performance and customer satisfaction
Assistant Manager, Sales and Marketing at General Foods Ltd.
Senior Business Executive at Prismatic Security Systems
Education
B.E. in Electrical and Electronics – MIT Manipal
PGDM in International Marketing – Indian Institute of Export and Import Management
Advanced Diploma in Software Exports Training
