Uttarakhand & UP (West) Area Service Manager - Regional After-Sales Operations at OLA ELECTRIC TECHNOLOGIES PVT. LTD. (2023-11 – Present)
Oversight of all after-sales service operations, ensuring compliance, safety implementation, and productivity enhancement. Directed end-to-end EV after-sales operations across the Uttarakhand & UP (West) region, optimizing service delivery and customer satisfaction.
- Spearheaded the management of a network comprising 40+ workshops and a team of 150+ field engineers, ensuring streamlined operations and efficient service execution
- Implemented KPI dashboards and rigorous ageing control reviews to enhance service performance and customer satisfaction
- Restructured escalation governance protocols to proactively resolve customer issues and minimize backlog
- Executed 100% of EV safety, statutory, and operational audits, achieving zero critical safety incidents and ensuring full regulatory compliance
- Optimized workforce allocation, skill mapping, and productivity tracking to improve engineer output and operational efficiency
- Enhanced SLA adherence from 88% to 96% by implementing performance monitoring and control mechanisms
- Reduced average service Turn Around Time (TAT) by 22% through rigorous process improvements and optimization efforts
- Reduced customer escalations by 35% by implementing streamlined escalation governance protocols
- Cleared 40% of aged backlog (>7 days) through strategic restructuring of escalation management procedures
- Increased engineer productivity by approximately 20% via workforce optimization, skills enhancement, and daily productivity tracking
Uttarakhand, UP (West) & Haryana Field Service Manager - Regional Service Operations at XIAOMI INDIA PVT. LTD. (2019-11 – 2023-11)
Full accountability for quality, compliance, and operational metrics across a regional service network. Managed after-sales service operations across Uttarakhand, UP (West), and Haryana, ensuring quality, compliance, and optimal operational performance.
- Oversaw a network of 80+ Authorized Service Centers (ASCs), providing governance and support to enhance service delivery
- Implemented structured MIS monitoring to drive service excellence and reduce service bottlenecks
- Elevated ASC audit scores through rigorous quality assurance programs, focusing on reducing repeat defects and improving First Time Right (FTR) metrics
- Drove incremental service revenue growth by promoting accessories and extended warranties
- Achieved and sustained SLA levels of 97%+ through proactive service management strategies
- Reduced service pendency by 30% by implementing effective monitoring and control mechanisms
- Elevated ASC audit scores from ~80% to 95%+ by enhancing quality assurance protocols
- Drove 15-20% incremental service revenue growth by expanding accessories and extended warranty penetration
Delhi NCR Cluster Service Manager - Service Operations at XIAOMI INDIA PVT. LTD. (via Scalene Works) (2018-09 – 2019-11)
Directed service operations to improve customer service and operational efficiency in a high-volume environment. Managed high-volume urban service operations within the Delhi NCR cluster, emphasizing customer experience and maximizing service throughput.
- Optimized service infrastructure to effectively manage increasing service volumes and maintain operational efficiency
- Implemented strategies focused on enhancing customer satisfaction and improving service predictability
- Streamlined processes to reduce turnaround time and enhance overall service quality
- Reduced Turn Around Time (TAT) by 18% through process optimization and infrastructure improvements
- Lowered the escalation rate by 25%, leading to enhanced service predictability and improved customer trust levels
Delhi NCR & UP Area Service Manager - Regional Operations at SUN AIRVOICE PVT. LTD. (Ziox Mobiles) (2017-09 – 2018-09)
Manage service operations in Delhi NCR and UP Area. Governed regional after-sales operations across key cities in Delhi NCR & UP, focusing on service partner performance.
- Directed the 'Fire Fighter' project, addressing critical service bottlenecks to improve customer satisfaction
- Monitored service partner performance to ensure quality and compliance standards were met
- Reduced unresolved customer complaints by over 30% through targeted initiatives and process improvements
- Improved regional service delivery by overseeing and enhancing after-sales operations
Delhi NCR & UP Territory Service Manager - After-Sales Operations at MICROMAX INFORMATICS LTD. (2011-05 – 2017-09)
Managed end to end after sales operations across Delhi NCR and UP regions. Managed large ASC networks and high-volume after-sales operations in Delhi NCR & UP, ensuring smooth service delivery and customer satisfaction.
- Designed and implemented a Virtual Service Centre model to improve service accessibility and speed up resolution times
- Developed a drop-point service model to enhance customer convenience and decongest walk-in service centers
- Oversaw spare parts planning, swap stock management, QC, warranty validation, and legal escalations, ensuring effective operational control
- Enabled doorstep resolution within 7 days by implementing a Virtual Service Centre model
- Improved customer access and decongested walk-in centers through the development of drop-point service models
- Successfully Managed operations handling over 10,000 monthly service cases
India Service Executive - Customer Support Operations at ALLSEC TECHNOLOGIES LTD. (2009-06 – 2010-06)
Coordinate customer support across India. Managed Pan India customer complaint operations for Videocon, ensuring timely resolution and customer satisfaction.
- Coordinated cross-functional teams to address customer issues and improve service delivery
- Resolved customer complaints Pan India ensuring the service experience exceeded customer expectation
- Improved customer service through effective coordination of cross functional activities
