Rajesh Jr

Results-driven Customer Success & Service Operations Manager with 13+ years of progressive experience delivering measurable improvements in customer satisfaction (CSAT), Net Promoter Score (NPS), and operational efficiency across B2B and B2C environments. Demonstrated expertise in leading Pan-India service operations, managing high-volume escalations—including CEO/MD-level and legal cases—and implementing data-driven process improvements that reduce churn, improve First Contact Resolution (FCR), and optimize Service Level Agreement (SLA) adherence. Proven ability to build and mentor high-performing teams of 100+ members, deploy CRM transformations (SAP, Talisma), and partner cross-functionally with sales, logistics, engineering, and legal stakeholders to drive sustainable business outcomes.

Customer Success & Service Operations Manager at Dalvkot Utility Enterprises Pvt. Ltd. (2023-06 – Present)

• Direct end-to-end Pan-India customer success and service operations across multiple branches and 65+ authorized service centers, driving consistent service delivery, SLA adherence, KPI performance, and customer experience.
• Oversee overall team of 80 across customer success, service operations, support, and supervisory functions, with accountability for workforce coordination, performance management, coaching, and service excellence.
• Direct VIP, CEO/MD office, legal, repeat-complaint, and executive escalations, achieving 100% resolution within defined SLAs.
• Execute Root Cause Analysis (RCA) and Corrective & Preventive Action (CAPA) frameworks to identify recurring service failures and prevent repeat complaints.
• Manage relationships with service centers, field engineering, logistics, spare-parts, and support teams to accelerate resolution of complex multi-stakeholder issues.
• Track CSAT, NPS, TAT, FCR, escalation closure, and SLA performance, presenting MIS reports and executive dashboards to senior leadership.
• Supervise customer escalations across social media and digital channels, including Twitter/X, Facebook, and Google Reviews.
• Develop and standardize SOPs, escalation workflows, and service processes to improve operational consistency and compliance.
• Coach and mentor frontline and supervisory teams across the Pan-India network, strengthening customer handling, escalation management, CRM utilization, and service excellence.
• Boosted CSAT to 92% by redesigning escalation workflows and strengthening cross-functional resolution.
• Lowered repeat escalations by 18% through structured RCA/CAPA implementation.
• Achieved 100% resolution of CEO/MD-level escalations within defined SLAs.
• Decreased escalation TAT through streamlined departmental handoffs and CRM-based status tracking

Assistant Manager – Service & Sales Operations | Vendor & Retail Support Manager at Eureka Forbes Pvt. Ltd. (2022-02 – 2023-04)

• Oversee multi-location retail and service operations, aligning sales, service, vendor, and supply-chain stakeholders to strengthen product availability, service readiness, operational compliance, and customer experience.
• Directed 45-member team across sales, service, and support functions, driving workforce planning, coaching, performance reviews, productivity, and service quality.
• Supervised sales, service, and supply-chain teams to improve conversion, service backlog, TAT, FCR, and CSAT.
• Oversaw the complete post-sales service lifecycle covering installation, preventive maintenance, and repairs, ensuring SLA adherence.
• Drove service-sales alignment, including upselling and cross-selling initiatives, to support revenue growth and customer lifetime value.
• Performed store audits, performance reviews, coaching sessions, and operational reviews to boost productivity and service quality.
• Supervised operational budgets and vendor performance with a focus on cost optimization and resource utilization.
• Designed and implemented SOPs and process-improvement initiatives to lessen customer complaints and standardize operations.
• Exceeded revenue targets at 105%+ through service-sales alignment and proactive account management.
• Generated 24% business growth through improved retail and franchise operational efficiency.
• Boosted CSAT to 95% by strengthening service quality, TAT, and technician performance.
• Lowered service complaints by 10% through training, SOP enforcement, and RCA.
• Increased on-time service delivery to 89%, supporting customer retention and NPS.
• Delivered 23% cost savings through vendor performance optimization and expense management.

Senior Business Operations Lead – Client Onboarding, Franchise Setup & Business Expansion at Flipkart Internet Pvt. Ltd. (2018-09 – 2022-01)

• Directed end-to-end B2B client and partner onboarding, covering compliance documentation, platform integration, activation, go-live, and post-activation support.
• Oversaw overall 220-member operations and support organization, driving workforce coordination, partner enablement, performance management, training, and cross-functional execution.
• Designed onboarding frameworks, training programs, and SOPs for 80+ franchise partners, sellers, and internal teams.
• Organized cross-functional product launches with category management, supply chain, marketing, logistics, and customer experience teams.
• Monitored onboarding KPIs including partner activation, TAT, platform adoption, and GMV contribution.
• Oversaw relationships between clients, logistics, category, and customer experience teams to maintain business continuity.
• Performed process audits and quality reviews to improve operational consistency and compliance.
• Supported business expansion by identifying market opportunities, onboarding regional partners, and scaling operations.
• Successfully onboarded 80+ clients, brands, and franchise partners.
• Boosted partner onboarding efficiency by 89% through SOP standardization and process automation.
• Improved partner performance metrics by 92% through structured enablement and ongoing performance tracking.
• Standardized regional onboarding processes, contributing to 79% improvement in operational efficiency

Customer Care Lead – Branch Operations Support | National & Social Media Escalation Management at Sony India Pvt. Ltd. (2011-12 – 2018-09)

• Directed branch operations support across multiple Pan-India locations, monitoring SLA, KPI, service quality, and customer experience.
• Led an overall team of 53 across customer care, branch support, and escalation management functions, with responsibility for coaching, performance management, workforce coordination, and service delivery.
• Oversaw national-level, social media, and high-priority customer escalations, achieving 100% on-time response.
• Executed RCA/CAPA on recurring complaint trends to lessen escalation volumes and improve resolution quality.
• Analyzed customer feedback, escalation trends, and KPI performance and presented management dashboards to senior leadership.
• Organized collaboration with operations, service centers, and backend teams to resolve complex multi-touchpoint customer issues.
• Trained and mentored teams on customer communication, escalation handling, CRM utilization, and service excellence.
• Drove continuous improvement initiatives focused on service quality, resolution speed, and operational efficiency.
• Lowered customer escalations by 30% through RCA/CAPA and proactive complaint prevention.
• Boosted CSAT by 15%+ through stronger resolution quality and faster response.
• Maintained 95%+ SLA adherence for critical and priority customer issues.
• Decreased average TAT by 20% through workflow and cross-functional process improvements.
• Managed high-volume social media escalations with 100% on-time responses.
• Improved FCR and lowered repeat complaints through proactive resolution and team mentoring.

Diploma in Electronics & Communication – Oxford College of Management