Abhishek Bhargava
Customer Experience Leader
Ghaziabad
Summary
Senior Customer Experience & Quality Excellence Leader with 20+ years of experience driving customer escalations resolution, product quality improvement, global recall management, and ISO-compliant Quality Management Systems. Strong expertise in Continuous Improvement (ASQ Six Sigma Black Belt), root-cause analysis, cross-functional leadership, and process optimization. PMP certified with a proven history of enhancing service delivery and operational performance.
Overview
22
22
years of professional experience
6
6
Certifications
Work History
Deputy General Manager – Customer Satisfaction & Quality
Schneider Electric India Pvt. Ltd.
01.2011 - Current
- Lead customer escalations and complaint resolution for Digital Energy BU & Project Business.
- Conduct deep-dive RCA and drive CAPA closure for recurring quality issues.
- Facilitate cross-functional escalation reviews with Solution Centers and Project Teams.
- Prepare monthly dashboards for Business VP covering escalations, risks, actions, and support required.
- Analyze I2P dashboards to identify top product families contributing to quality issues.
- Lead Continuous Improvement initiatives to enhance TAT, service delivery, and customer satisfaction.
- Train Sales, Service & Project teams on I2P, 8D, QMS & ISO standards.
- Implement ISO 9001 across commercial offices; coordinate external audits with Bureau Veritas.
- Manage NSS & OES customer detractors through structured CAPA and follow-up.
Senior Engineer – Quality Assurance & Supplier Quality
Moser Baer India Ltd.
04.2005 - 12.2010
- Executed Quality, Safety & Environment audits (ISO 9001/14001/OHSAS).
- Led SCAR, CAPA & supplier improvement initiatives reducing defect rates.
- Developed SOPs, Work Instructions & Quality inspection plans.
- Performed supplier audits, calibration management, and defect-reduction projects.
Service Engineer – Mobile Division
Samsung India Electronics Ltd.
10.2003 - 04.2005
- Performed diagnostics, testing & repair of GSM/CDMA devices (L4 level).
- Conducted quality control, calibration & final product testing.
- Coordinated nationwide with Authorized Service Centers to enhance service efficiency.
Education
MBA (PGDIT) -
Symbiosis University
PunePG Diploma - Environmental Management System
PG Diploma - Total Quality Management (TQM)
B.E. - Electronics & Communication Engineering
C.I.T.M
FaridabadSkills
Customer Escalation Management
Continuous Improvement (Lean Six Sigma)
Global Product Recall & Safety Alerts
Root Cause Analysis (8D, RCA)
ISO 9001/14001/45001/50001 Compliance
Certification
PMP – Project Management Institute
Timeline
Deputy General Manager – Customer Satisfaction & Quality
Schneider Electric India Pvt. Ltd.
01.2011 - Current
Senior Engineer – Quality Assurance & Supplier Quality
Moser Baer India Ltd.
04.2005 - 12.2010
Service Engineer – Mobile Division
Samsung India Electronics Ltd.
10.2003 - 04.2005
PG Diploma - Environmental Management System
PG Diploma - Total Quality Management (TQM)
B.E. - Electronics & Communication Engineering
C.I.T.M
MBA (PGDIT) -
Symbiosis University