CDAX
AJEET SINGH KAUSHAL
Customer Service & Operations Manager
New Delhi,DL
Summary
I am a dynamic professional with over 11 years 11 months of experienced operations and logistics professional with a proven track record in team management, process optimization, and customer handling across diverse roles, including state manager and branch manager. Demonstrates expertise in project planning, coordination, and MIS reporting, with a focus on enhancing productivity and operational efficiency. Skilled in analyzing performance metrics to drive improvements, developing training strategies to upskill teams, and maintaining brand loyalty through effective customer engagement. Adept at problem-solving under pressure and leveraging communication skills to achieve service quality targets.
Service operations professional with strong background in optimizing service delivery and enhancing customer satisfaction. Demonstrates solid focus on team collaboration, ensuring reliable and adaptable performance to meet changing needs. Skilled in process improvement, resource management, and strategic planning. Known for effective communication, problem-solving, and leadership abilities.
Overview
12
12
years of professional experience
2
2
Certifications
3
3
Languages
Work History
Service Operations Manager
Lenovo India Pvt Ltd
07.2025 - Current
- Managed overall service center operations, ensuring smooth workflow, strict process adherence, and continuous improvement in service quality and team performance for Lenovo and Motorola products.
- Handled daily operational reporting, including service closures, performance tracking, and data analysis to ensure accuracy, compliance, and informed decision-making.
- Implemented and maintained quality assurance standards, ensuring high service quality and adherence to OEM guidelines.
- Managed professional email communication with customers, internal teams, and OEM stakeholders for escalations, approvals, and service updates.
- Monitored and managed KPIs such as TAT, SLA compliance, first-time fix rate (FTFR), and customer satisfaction (CSAT).
- Oversaw financial management, including revenue tracking, billing, and handling of non-warranty service cases.
- Led and managed the service team, including workforce planning, performance management, training, and team development.
- Ensured timely completion of bulk repair activities, maintaining efficiency and minimizing backlog.
- Monitored and analyzed key service metrics (response time, resolution rate, CSAT) and implemented proactive measures for continuous improvement.
- Prepared and presented regular performance reports to senior management, highlighting key metrics, challenges, and improvement initiatives.
- Analyzed customer feedback and service data to identify gaps and drive process improvements for enhanced customer experience.
STATE MANAGER
Sysnet Global Technologies Pvt Ltd
04.2023 - 05.2025
- Conducted daily performance evaluations with management, delivering crucial insights into Delhi-NCR’s operational metrics.
- Provided detailed updates on key performance during weekly meetings with HP team.
- Conducted weekly reviews with logistics team for defective returns.
- Conducted daily review meetings with internal team to address roadblocks.
- Led efforts to optimize manpower allocation, boosting engineer productivity.
- Enhanced brand loyalty by maintaining regular customer interactions.
- Monitored and managed SLA and TAT for warranty service operations in DELHI-NCR, ensuring compliance with company standards and client expectations.
- Conducted regular CSAT analysis to track customer satisfaction trends, investigate service gaps, and implement action plans for continuous improvement
- Coordinated with internal teams and vendors to resolve delays, reduce escalations, and improve turnaround time.
BRANCH MANAGER
Sysnet Global Technologies Pvt Ltd
03.2018 - 04.2023
- Streamlined daily scheduling processes for engineers to improve resource utilization.
- Analyzed open call warranties and trade agreements.
- Conducted regular follow-ups with STPI customers and engineers regarding defective spare returns.
- Analyzed engineers’ productivity data to improve efficiency.
- Directed financial performance and operational management of branch.
- Increased productivity by refining and improving existing processes.
- Conducted customer meetings to outline service and improvement plans.
- Analyzed CSAT cases to identify challenges and areas for improvement.
- Managed daily operations of branch, overseeing staff performance and customer service standards.
- Conducted regular staff meetings to communicate targets, performance expectations, and company updates.
- Conducted regular training sessions for staff, focusing on compliance, product knowledge, and customer handling skills.
- Monitored and managed SLA and TAT for warranty service operations in Gurgaon Location, ensuring compliance with company standards and client expectations.
NORTH REGIONAL SPOC
Sysnet Global Technologies Pvt Ltd
07.2016 - 03.2018
- Distributed open call reports daily to HP team covering North region.
- Coordinated with supply chain team for ETA updates on pending parts.
- Improved process efficiency by addressing CDAX rejection issues.
- Worked alongside regional teams to gather and assess WIP reports.
- Analyzed weekly performance data across Pan India.
- Met schedule using excellent planning and coordination skills.
TEAM LEADER
Sysnet Global Technologies Pvt Ltd
03.2015 - 07.2016
- Directed Sysnet centralized team, managing operational workflows.
- Coordinated sharing of MIS reports for executive assessments.
- Analyzed RA call trends to identify performance metrics
- Guided team members to enhance their skills.
- Enhanced reporting procedures to boost data accessibility.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
LOGISTICS COORDINATOR
Sysnet Global Technologies Pvt Ltd
06.2014 - 03.2015
- Organized and maintained logistics schedules, ensuring timely delivery of goods to various destinations.
- Coordinated warehouse activities to ensure inbound and outbound lead times were accurate and managed efficiently.
- Recorded purchases and supply movements to maintain accurate records.
- Directed daily operations to achieve maximum efficiency and productivity.
- Collaborated with sales and production teams to align logistics operations with business objectives.
- Kept communications regular with internal and external customers, updating them on matters including timeframes and order status.
- Trained new staff on logistics procedures and best practices, enhancing team performance and knowledge.
- Analysed logistics performance data, identifying trends and recommending improvements to processes.
- Ensured supplies, stock, materials, packages and products were processed through the delivery systems efficiently and safely.
- Prepared detailed reports on logistics operations, including costs, timelines, and delivery outcomes.
- Managed inventory levels, conducted stock takes, and reordered supplies to maintain optimal stock levels.
Education
B.A -
Indira Gandhi National Open University (IGNOU)
Delhi01-2015
XIIth - Hindi
Govt boys senior secondary school New Delhi
01-2011
Xth - Hindi
Govt boys senior secondary school New Delhi
01-2009
Skills
Operations Management
Service Delivery Management
Process Improvement
Customer Relationship Management (CRM)
Quality Assurance & Compliance
KPI Monitoring & Performance Tracking
Team Leadership & People Management
Vendor & Stakeholder Management
Revenue Growth & Profit Optimization
Budget Planning & Cost Control
MIS Reporting
Data Analysis & Dashboard Management
Service Management Tools (CRM tools, ticketing systems)
MS Excel, PowerPoint, Outlook
Customer Satisfaction (CSAT) Improvement
SLA Management
Inventory & Spare Parts Management
Audit & Compliance Handling
Software
CRM
SAP
Flex Tool
NGSP
All HP & Lenovo Software
Certification
Diploma advance software technology (DAST)
Achievements
- Improved overall service center efficiency by ~25–30% through process optimization and workflow standardization at Lenovo service operations.
- Consistently maintained SLA compliance above 95% and reduced service delays by proactively monitoring TAT and backlog.
- Increased First-Time Fix Rate (FTFR) by implementing structured diagnostics and team training initiatives.
- Reduced customer escalations by 20%+ by strengthening communication and faster resolution mechanisms.
- Improved CSAT scores significantly (approx. +15–20%) through customer feedback analysis and service quality improvements.
- Successfully managed bulk repair operations, minimizing backlog and improving turnaround time during high-volume periods.
- Led a team of engineers and staff, improving team productivity by ~30% through performance tracking and targeted coaching.
- Streamlined manpower allocation across Delhi-NCR region, resulting in optimized field productivity and reduced idle time.
- Identified and resolved process gaps in CDAX and logistics workflows, improving data accuracy and operational efficiency.
- Reduced defective return cycle time by coordinating closely with logistics and supply chain teams.
- Improved reporting efficiency by implementing structured MIS dashboards for real-time performance tracking.
- Successfully handled OEM audits and compliance requirements, ensuring zero major non-conformities.
- Drove revenue through effective handling of non-warranty cases and billing management.
- Conducted regular training programs, leading to skill enhancement and reduced error rates in operations.
Accomplishments
- Improved overall service center efficiency by ~25–30% through process optimization and workflow standardization at Lenovo service operations.
- Consistently maintained SLA compliance above 95% and reduced service delays by proactively monitoring TAT and backlog.
- Increased First-Time Fix Rate (FTFR) by implementing structured diagnostics and team training initiatives.
- Reduced customer escalations by 20%+ by strengthening communication and faster resolution mechanisms.
- Improved CSAT scores significantly (approx. +15–20%) through customer feedback analysis and service quality improvements.
- Successfully managed bulk repair operations, minimizing backlog and improving turnaround time during high-volume periods.
- Led a team of engineers and staff, improving team productivity by ~30% through performance tracking and targeted coaching.
- Streamlined manpower allocation across Delhi-NCR region, resulting in optimized field productivity and reduced idle time.
- Identified and resolved process gaps in CDAX and logistics workflows, improving data accuracy and operational efficiency.
- Reduced defective return cycle time by coordinating closely with logistics and supply chain teams.
- Improved reporting efficiency by implementing structured MIS dashboards for real-time performance tracking.
- Successfully handled OEM audits and compliance requirements, ensuring zero major non-conformities.
- Drove revenue through effective handling of non-warranty cases and billing management.
- Conducted regular training programs, leading to skill enhancement and reduced error rates in operations.
Timeline
Service Operations Manager
Lenovo India Pvt Ltd
07.2025 - Current
STATE MANAGER
Sysnet Global Technologies Pvt Ltd
04.2023 - 05.2025
BRANCH MANAGER
Sysnet Global Technologies Pvt Ltd
03.2018 - 04.2023
NORTH REGIONAL SPOC
Sysnet Global Technologies Pvt Ltd
07.2016 - 03.2018
TEAM LEADER
Sysnet Global Technologies Pvt Ltd
03.2015 - 07.2016
LOGISTICS COORDINATOR
Sysnet Global Technologies Pvt Ltd
06.2014 - 03.2015
XIIth - Hindi
Govt boys senior secondary school New Delhi
Xth - Hindi
Govt boys senior secondary school New Delhi
B.A -
Indira Gandhi National Open University (IGNOU)