Varsha Tiwari

Accomplished Operations & Commercial Manager with 7+ years of experience in service operations, customer relationship management, team leadership, sales coordination, commercial administration, and business support functions. Proven expertise in managing end-to-end operational activities, Annual Maintenance Contract (AMC) execution, customer engagement, engineer deployment, commercial documentation, procurement coordination, and service delivery across multiple industrial sectors. Currently leading a team of 10+ professionals and overseeing operations for multiple AMC sites at Rokade Rotek India Pvt.

Ltd. Skilled at coordinating between customers, engineers, vendors, and management to ensure seamless project execution, operational efficiency, customer satisfaction, and business growth. Recognized for strong organizational abilities, leadership skills, and a customer-focused approach.

Manager – Operations & Commercial - Rokade Rotek India Pvt. Ltd. - Navi Mumbai

(2025-03)

Responsible for leading operational, commercial, and customer service functions for condition monitoring services, AMC contracts, and industrial equipment sales.

• Lead and manage a team of 20+ engineers and support staff across service and operational functions.
• Oversee complete operations of multiple AMC sites across diverse industrial sectors.
• Manage customer relationships, service planning, contract execution, and operational performance.
• Coordinate manpower allocation, engineer deployment, and project scheduling to ensure efficient service delivery.
• Handle customer meetings, service reviews, escalations, and contract-related discussions.
• Manage commercial activities including quotations, proposals, sales coordination, purchase support, and vendor management.
• Monitor project execution, service quality, customer satisfaction, and team productivity.
• Support business development initiatives through effective customer engagement and commercial coordination.
• Ensure timely completion of contractual deliverables, reports, invoices, and operational documentation.
• Successfully managing multiple AMC contracts and industrial service operations simultaneously.
• Leading and mentoring a team of 10+ professionals.
• Strengthened customer relationships resulting in repeat business and long-term client retention.
• Improved operational efficiency through effective planning, scheduling, and resource utilization.

Assistant Manager – Operations & Commercial - Rokade Rotek India Pvt. Ltd. - Navi Mumbai

(2020-02 - 2025-02)

• Coordinated execution of condition monitoring services including vibration analysis, laser shaft alignment, on-site balancing, thermography, and reliability studies.
• Managed engineer allocation, service scheduling, and job planning for multiple customer locations.
• Acted as a key point of contact between customers, service teams, vendors, and management.
• Handled customer inquiries, service requests, follow-ups, and project coordination activities.
• Prepared techno-commercial quotations, proposals, and service-related documentation.
• Supported sales activities for balancing machines, vibration analyzers, laser alignment systems, thermography equipment, industrial blowers, and related solutions.
• Managed order processing from inquiry stage to delivery and project completion.
• Prepared Proforma Invoices (PI), purchase requests, and supported procurement activities.
• Coordinated vendor interactions and ensured timely material and equipment availability.
• Maintained customer records, operational reports, and commercial documentation.
• Successfully coordinated hundreds of industrial service assignments across various sectors.
• Played a significant role in supporting equipment sales and commercial operations.
• Contributed to smooth execution of service projects and AMC contracts through effective coordination and planning.

Customer Care Executive - Secure Services - Koparkhairane

(2018-09 - 2020-01)

• Managed customer interactions and responded to product and service inquiries.
• Guided customers regarding company offerings and service benefits.
• Coordinated with sales and field teams to ensure smooth customer support.
• Maintained customer records and followed up on service requests.
• Assisted in customer retention and relationship-building activities.

Customer Care Executive - SK Wheels Pvt. Ltd. (Maruti Suzuki) - Turbhe

(2017-06 - 2018-08)

• Managed inbound customer calls, emails, and service-related inquiries.
• Coordinated service appointments and customer follow-ups.
• Explained service estimates, repair recommendations, and billing details.
• Maintained customer records using Dealer Management System (DMS).
• Prepared customer satisfaction reports and service documentation.
• Supported workshop operations and customer service teams.

Customer Care Executive - Fortune Cars Pvt. Ltd. (Tata Motors) - Navi Mumbai

(2016-06 - 2017-05)

• Handled customer relationship and service coordination activities.
• Scheduled service appointments and maintained CRM records.
• Assisted customers with warranty, AMC, and service-related queries.
• Conducted customer follow-ups and service reminders.
• Supported customer retention and promotional initiatives.

Bachelor of Pharmacy - Pharmacy - Mumbai University (2015)

Higher Secondary Certificate - Maharashtra State Board (2012)

Secondary School Certificate - Maharashtra State Board (2010)