Sanjay Deshlahara

Customer Experience and After-Sales Service Operations professional with 14+ years of experience across Consumer Durables, DTH/Media Services, Home Appliances, Bathing Solutions, and Lighting. Proven track record of managing the complete service lifecycle from complaint to closure with SLA/TAT adherence, driving revenue through spare parts, AMC, and warranty programs, and improving CSAT/NPS through consistent KPI and SLA achievement. Experienced in technical troubleshooting and root cause analysis, CRM-based process implementation and SOP compliance, service partner and vendor management, and spare parts inventory optimization.

Skilled in P&L ownership, network expansion, franchisee development, cost control and cost-saving initiatives, and delivering superior customer experience at scale.

Senior Service Incharge at Usha International Ltd (2024-09 – 2025-10)

• Led service operations across Rest of Maharashtra and Goa, managing a team of 3 Territory Service Incharges, 6 company technicians, and 27 service franchisees.
• Led seasonal service operations for Mumbai and achieved targeted KRAs.
• Led Maharashtra IBD operation (Water Cooler & Water Dispenser segment).
• Managed the complete service lifecycle from complaint to closure, conducting technical troubleshooting and root cause analysis while ensuring SLA/TAT adherence; oversaw installation, maintenance, and troubleshooting operations while coordinating with 78 direct dealers and 17 distributor dealers from a service standpoint.
• Conducted regular customer and sales-partner visits to improve service quality across the territory.
• Managed resolution of approximately 6,500 complaints per month within the assigned territory, monitoring CRM-based service data and SOP compliance to control spare parts inventory and service costs.
• Supported franchise development in the Mumbai region on a seasonal basis.

Branch Service Incharge at Jaquar & Co. Pvt. Ltd. (2020-09 – 2024-07)

• Directed branch-wide service operations for Chhattisgarh spanning 9 product divisions across bathing solutions and lighting.
• Led a team of 3 Area Service Incharges, 2 CCOs, 10 company service engineers, 9 service franchisees, and 6 field staff.
• Managed relationships with 162 sales channel partners and ensured branch-wide KRA achievement.
• Reviewed performance of Authorized Service Franchisees and Area Service Incharges, driving corrective action for underperformers.
• Owned complaint management, franchisee development, and service network correction across the branch.
• Grew branch business from ₹68 crore to ₹101 crore by introducing proactive service alongside reactive support.

Cluster Service Manager at Livpure India Pvt. Ltd. (2019-11 – 2020-09)

• Led service operations for Vidarbha, Khandesh, and Marathwada, managing 1 Branch Service Manager, 4 Area Service Incharges, 2 coordinators, 18 company service engineers, and 23 service franchisees.
• Ensured zero-defect installations within timeline and complaint resolution within defined SLAs.
• Appointed service franchisees for the Water Purifier consumer division and drove revenue through spare parts sales and AMC.
• Managed trade visit satisfaction and productivity of field service engineers.

Branch Service Manager at Videocon Industries Ltd (2016-10 – 2019-11)

• Managed Chhattisgarh branch service operations, leading 4 Area Service Incharges, 1 Branch Commercial Coordinator, 2 store personnel, 1 CCO, 9 service engineers, and 26 service franchisees/field staff.
• Reviewed franchisee and Area Service Incharge performance, implementing corrective actions for underperformers.
• Monitored CRM open calls, ensuring service calls closed within 7 days and demo/installation calls within 2 days, meeting defined SLAs.
• Ran the service centre as a profit centre, generating revenue through spare parts distribution and AMC business against target.
• Held weekly sales and service meetings to align on service requirements.

Operations Manager (Customer Service) at Appsdaily Solutions Pvt. Ltd. (2014-07 – 2016-08)

• Managed customer service operations across Maharashtra, Goa, Madhya Pradesh, Chhattisgarh, and Gujarat, leading 5 service executives, 58 connect points, and 4 service hubs.
• Supervised and coordinated customer service staff, handling major complaints and escalations.
• Prepared and submitted daily productivity and personnel reports to management; planned work schedules based on workload.
• Delivered operational support for mobile handsets across all brands, including insured-device service through a cashless ASP network, meeting defined KPIs/SLAs.

Service Incharge at Usha International Ltd (2012 – 2014)

Managed service operations for Rest of Maharashtra and Goa, leading a team of 1 executive, 8 company technicians, and 14 service franchisees.

Branch Service Manager at PE Electronics Ltd (Philips-Electrolux brand) (2011 – 2012)

Managed branch service operations overseeing 1 ASI, 7 ASCs, and 61 sales channel partners; ran the service centre as a profit centre.

After Sales & Service Executive at Reliance Communications Ltd (DTH) (2007 – 2011)

Managed a field service team of 60 members, coordinating installer/CCO training, MIS reporting, and sales channel support.

Diploma in Electrical Engineering – Madhya Pradesh Board of Technical Education (1998)

Certification in Electronics & Communication – Lotiya Institution (2001)

Higher Secondary Certificate – Madhya Pradesh Board of Bhopal (1995)

High School Certificate – Madhya Pradesh Board of Bhopal (1993)