Yashwant Tiwari

Results-driven Service Operations Manager with 18+ years of experience in customer service delivery, consumer electronics, IT support, and mobile service operations. Proven track record of leading multi-engineer teams, consistently exceeding SLA targets, and building high-performance service cultures. Currently heading Sony-authorised service centre operations at Aditya Infosolutions, Lucknow — twice recognised with Sony's Best Service Excellence Award.

Service Centre Manager at Aditya Infosolutions — Sony Authorised Service Centre (2012-09 – Present)

Managing end-to-end Sony service operations covering TVs, home audio, cameras, and personal audio products.

• Lead a team of 15 service engineers over all 30 team members; set daily/weekly/monthly targets and ensured 95%+ adherence to Sony's SLA standards across all product categories.
• Reduced average Turnaround Time (TAT) by ~20% through process re-engineering and workflow optimisation, resulting in improved customer satisfaction scores.
• Drove Voice of Customer (VOC) and CTQ (Critical to Quality) initiatives that raised the centre's CSAT rating consistently above the Sony national benchmark.
• Managed spare-parts inventory worth ₹5–10 lakh, reducing dead-stock by 30% through demand-based ordering and vendor coordination.
• Prepared weekly and monthly KPI dashboards for Sony regional management; maintained zero compliance violations for 3 consecutive years.
• Coordinated with 30+ dealers and distributors for in-warranty and out-of-warranty product servicing and channel support.
• Recognised with Sony Best Service Excellence Award in 2017 and 2018 — awarded to the top-performing centre in the region.

Team Leader at Intarvo Technologies Ltd — HP Authorised Service Centre (2006-01 – 2012-08)

Led HP laptop and notebook repair operations team for Lucknow and surrounding districts.

• Managed a team of 6 engineers handling 200+ HP laptop repair jobs per month with consistent 90%+ first-time fix rate.
• Improved Average Handle Time by 18% over two years through structured OJT programs and performance coaching.
• Monitored KPIs including Resolution Rate, Repeat Repair Rate, and Customer Satisfaction; consistently ranked in the top 3 centres in North India.
• Developed and delivered need-based training modules for new hires; on boarded and trained 15+ engineers during tenure.
• Awarded Best Notebook Engineer (Dec 2007), Best Operation Handling (Mar 2009), and Best Team Leader (Dec 2010).

MBA in Information Systems – Sikkim Manipal University (2011)

B.Sc. in Science – Dr. R.M.L. University (1998)

12th in U.P. Board – U.P. Board (1995)

10th in U.P. Board – U.P. Board (1993)