Ashisho Raina

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.

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

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