Jun 2023 – Aug 2024 · 1 yr 2 mos · Aurangabad, Maharashtra, India

• Spearheaded the recruitment processes for various departments, including application review,
• interviewing, and talent selection
• Monitored and evaluated staff performance to ensure high-quality customer service standards were
• met, as evidenced by an improvement of increase in customer reviews.
• Conducted meetings with staff to delegate tasks, communicate targets, and establish individual
• priorities.
• Oversaw and optimized the service desk, leading team members and enhancing department
• efficiency, resulting increase in service desk productivity.
• Handled customer escalations, including Nodal and CEO matters, with a calm, efficient, and effective
• approach, maintaining a resolution rate of 100%.
• Identified and appointed team members for service and business expansion, contributing to improved
• service center financial metrics, profitability, and ROI.
• Conducted regular market visits to ensure brand visibility and promptly coordinated corrective
• actions through cross-functional teams, resulting in increased brand visibility in targeted markets.
• Went the extra mile to assist customers with their needs, requirements, and requests, consistently
• delivering excellent service and earning an average customer satisfaction rating.
• Utilized employee feedback and customer reviews to drive continuous improvement in processes and
• procedures, resulting increase in overall customer satisfaction ratings.
• Implemented enhanced policies and procedures as needed, ensuring efficient and effective
• department operations.
• Established clear benchmarks for service and sales, contributing to the achievement of team
• productivity and quality objectives.
• Managed inventory levels by monitoring stock in storage and on shelves, efficiently ordering new
• supplies to replenish out-of-stock items and maintain optimal inventory levels.

Feb 2021 – Jun 2023 · 2 yrs 4 mos · Navi Mumbai, Maharashtra, India · On-site

• Reviewed service operations and motivated the team to deliver best results in Key Performance
• Indicators (KPIs), leading to a 15% improvement in overall service efficiency.
• Conducted load projection and manpower planning, optimizing workforce utilization and reducing
• service response time by 30%.
• Strategically planned Market Service Level (MSL) and maintained it in the assigned territory, ensuring
• 100% service level adherence.
• Ensured exceptional customer satisfaction in the assigned territory, achieving a customer satisfaction
• rating of 95%.
• Analyzed negative feedback and provided necessary training to the service team, reducing negative
• feedback instances by 25% within 6 months.
• Conducted Voice of Customer (VOC) analysis and effectively handled escalations, resulting in a 20%
• decrease in escalated service issues.
• Devised efficient accounts receivable/accounts payable (AR/AP) strategies, ensuring smooth
• operation of the service center.
• Managed spare parts and facilitated defective settlements through the parts team, reducing
• resolution time by 40%.
• Motivated engineers for secondary liquidation of accessories, increasing accessory sales by 30%.
• Conducted monthly stock and process audits, ensuring 100% compliance with the standards and
• regulations.
• Coordinated and followed up with the technical team for training engineers and gathering product
• feedback, leading to a 25% improvement in technical proficiency.
• Implemented strategies to retain customer confidence in the company's after-sales service, resulting
• in a 15% increase in customer retention rate.
• Organized meetings with staff to delegate tasks, communicate targets, and determine individual
• priorities, enhancing team efficiency by 20%.
• Developed promotional activities that attracted new customers, increasing company profits by 25%
• and generating higher customer interest in the service offerings.

Mar 2019 – Feb 2021 · 1 yr 11 mos · Surat, Gujarat, India

• Managed after-sales operations in the assigned territory, overseeing ASC performance and KPI.
• Conducted manpower planning in line with sales load projections and facilitated network planning
• and expansion as per requirements.
• Planned and executed strategies to ensure monthly revenue generation, emphasizing on secondary
• liquidation through engineers.
• Proactively visited critical and escalated customers, maintaining confidence and trust in the
• company's after-sales service.
• Organized technical training for engineers in order to enhance their skills and knowledge.
• Orchestrated spare flow forward and reverse operations, ensuring seamless monthly stock and
• process audits.
• Regularly visited dealers to resolve stock issues and gather product feedback, contributing to
• improved NPS for all ASC's.

Jul 2016 – Mar 2019 · 2 yrs 8 mos · Pune, Maharashtra, India

• Monitored and prevented compliance issues in the Partner Management System (PMS).
• Planned and established networks according to specific requirements.
• Enhanced overall performance of ISP/SSD network, resulting in a 20% increase in network efficiency.
• Planned and communicated monthly targets to ISP/SSD, focusing on TAT and value-added services.
• Organized technical training sessions for engineers and backend staff, resulting in 25% increase in
• issue resolution efficiency.
• Ensured uniform spare flow to all ISP/SSD for seamless operations.
• Conducted regular process audits at all ISP/SSD locations, leading to a 15% reduction in operational
• discrepancies.
• Provided technical support to engineers for infield issue resolution.
• Upheld customer confidence in the company's after-sale service.
• Managed customer interactions, including addressing queries, resolving complaints, and solving
• issues.
• Monitored staff performance closely and assessed customer reviews on CRM to maintain excellent
• and helpful customer service.
• Conducted general administration duties, such as managing and updating invoices, processing
• orders, and tracking inventory.
• Maintained excellent customer service by promptly following up on complaints and requests.

Sep 2013 – Jun 2016 · 2 yrs 9 mos · Delhi, India

• Team Size: 12
• Handled 100+ Exide / SF dealers
• Monitoring and review 'BAT MOBILE' activities.
• Regular visit at Top Garages & arrange technical awareness program.
• Test & Evaluation Report of field trail batteries.
• Product Performance Report & Analysis .
• Regular Visit at OEM dealer & ensure customer satisfaction.
• Customer interaction at OEM & Trade dealer on demand.
• Free Check Up camp at OEM dealer .
• Regular Service Audit at Dealer end for Service Equipment & Procedure.
• To ensure 3 days turnaround time for warranty replacement.
• To retain confidence level in customer about the after-sale service of the company.

Aug 2012 – Sep 2013 · 1 yr 1 mo

• Supervised the entire team to optimize performance and ensure smooth operations in the Fuel farm.
• Developed subordinates through safety training programs to enhance their skills and knowledge.
• Provided daily briefings to the team for streamlined workflow.
• Monitored the hydrant fuel line to maintain operational efficiency.
• Attended to breakdowns of equipment promptly to minimize downtime and disruptions.

Feb 2009 – Sep 2009 · 7 mos