Yashwant Tiwari

Customer-focused Service Operations Manager with 18+ years of experience leading large teams, driving customer satisfaction, and managing end-to-end service delivery. MBA qualified with a strong track record of building high-performance service cultures, resolving escalations, improving CSAT scores, and consistently exceeding SLA targets. Experienced in managing 30-member teams, handling high-volume customer interactions, coordinating across departments, and delivering measurable improvements in service quality.

Twice awarded Sony's Best Service Excellence Award — a national-level recognition for the highest customer satisfaction and operational standards across India.

Customer Service & Operations Manager - Aditya Infosolutions — Sony Authorised Service Centre - Lucknow

(2012-09)

• Led a team of 30 (22 service staff + support), driving a customer-first service culture with 95%+ SLA adherence across all customer touchpoints.
• Owned end-to-end customer experience — from first contact and service request to resolution and follow-up — ensuring zero repeat complaints and high satisfaction at every stage.
• Drove Voice of Customer (VOC) and CSAT initiatives that consistently placed the centre above Sony's national customer satisfaction benchmark.
• Reduced average service Turnaround Time (TAT) by ~20% through process re-engineering, resulting in significantly improved customer experience scores.
• Handled all customer escalations personally — resolved complex, sensitive, and high-priority complaints with professionalism and zero unresolved cases.
• Prepared weekly and monthly customer service KPI dashboards for senior management; tracked resolution rates, repeat complaint rates, and satisfaction trends.
• Trained and mentored team members on customer handling, communication standards, and service quality — maintaining consistently high team performance.
• Coordinated with 50+ dealer and distributor partners, managing service commitments and maintaining strong professional relationships.
• Maintained zero compliance violations for 3 consecutive years; ensured all customer service processes met quality and regulatory standards.
• Recognised with Sony Best Service Excellence Award (2017 & 2018) — awarded to the single top-performing centre nationally for customer satisfaction and service quality.

Team Leader — Customer Service Operations - Intarvo Technologies Ltd — HP Authorised Service Centre - Lucknow

(2006-01 - 2012-08)

• Supervised a team of 8 service professionals handling 400+ customer cases per month, consistently achieving 90%+ first-time resolution rate.
• Coached team members on customer communication, complaint handling, and service quality standards through structured on-the-job training programs.
• Monitored customer service KPIs including Resolution Rate, Repeat Service Rate, and Customer Satisfaction Index; ranked among top 3 centres in North India.
• Improved Average Handle Time by 18% over two years by identifying process gaps and implementing targeted coaching and workflow improvements.
• Onboarded and trained 15+ new team members; developed training modules focused on customer handling skills and service quality.
• Managed customer-facing communication and escalations for Lucknow and surrounding districts, ensuring a professional and satisfactory experience for all clients.
• Awarded Best Team Leader (Dec 2010), Best Operation Handling (Mar 2009), and Best Notebook Engineer (Dec 2007) for service leadership and customer satisfaction results.

MBA - Information Systems - Sikkim Manipal University, Lucknow (2011)

B.Sc. - Science - Dr. R.M.L. University, Faizabad (1998)

12th - U.P. Board, Allahabad (1995)

10th - U.P. Board, Allahabad (1993)