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Amit Gupta
Badarpur
Summary
Results-oriented Service Manager experienced in navigating complex operational and logistical challenges within consumer electronics industry. Achieved significant improvements in team efficiency and customer satisfaction through effective management of after-sales, installations, service sales, and dealer management initiatives. Focused on driving top-line profitability and fostering strong customer relationships to enhance retention and referrals.
Overview
13
13
years of professional experience
Work History
Deputy Service Manager
OPPO India Pvt Ltd
05.2025 - Current
- Implement and maintain standardized operating procedures (SOPs) for service experience & delivery.
- Focused on service delivery NPS score, optimizing processes to enhance efficiency.
- Monitor and uphold service quality standards to meet or exceed customer expectations.
- Resolve escalated customer issues promptly and effectively.
- Implemented feedback mechanisms to enhance service quality continuously.
- Analyze data and generate reports on service metrics, identifying trends and areas for improvement.
- Implemented corrective actions to achieve service goals.
- Staffed, equipped, and maintained service centers to deliver high-quality service.
Area Service Manager
LG India
03.2023 - 04.2025
- Managing end-to-end service, installations, AMCs & repair operations; SCs to implement services plans & policies for the organization and ensuring accomplishment of the business goals.
- Trained, motivated, and led after-sales teams to meet objectives and targets.
- Managed operations of 10 service centers in Western UP for 2.1 years after joining.
- Assisting Partners in resolving issues and complaints concerning purchased products or services.
- Maintained contact with partners to gather customer feedback on product and service quality.
- Provided management with regular reports on after-sales activities.
- Ensuring timely procurement of spares and general consumables, raising purchase re.
Area Service In charge
Sony India
06.2015 - 03.2023
- Oversaw operations of 11 service centers in Punjab, enhancing service delivery over 1.5 years.
- Led service transformation initiatives, managed KPIs, optimized service inventory, and drove digital service projects through cross-functional team collaboration.
- Coordinated service planning and operations, technical support, and KPI management, implementing 5S audits and optimizing service costs.
- Transferred to Guru gram branch as ASM on Aug’16 and taking care entire GT belt area.
- Working also in Delhi area for the last 3 years and handling 3 major service partners.
Sr. Area Service Officer
Lava International
06.2013 - 07.2015
- Led service transformation initiatives, managed KPIs, optimized service inventory, drove digital service initiatives, and coordinated cross-functional teams.
- Executed service planning and operations, provided product technical support, managed KPIs, conducted 5S audits, and controlled service costs.
- Oversaw operations of 12 service centers in J&K, ensuring efficient service delivery over 1 year.
- Transferred to NHQ (Noida) as supporting role with BUSM for North region in Jan’15.
Education
B.Tech. - Electronics & Communication
Mangalayatan University
Aligarh12-2013
10th and 12th Grade schooling -
Kalka Pulblic School
KalkajiSkills
- Service quality management
- SOP management
- Service warranty management
- Customer relationships
- Employee training
- Product training
- Sales strategy development
- Performance reporting
- Data analysis
- Process improvement
- Team leadership
- Team collaboration
- Results orientation
- Effective communication
- Interpersonal skills
- Power BI skills
Accomplishments
- Recognized by 'Service Ka Champ', 12/01/16, LAVA
- Achieved Instant recognition twice under various projects to improve CS, Year unspecified, Sony
- All India 3rd rank Among all ASM, 05/01/24
- YTD managing 13th Rank All India, Year unspecified
Personal Information
Date of Birth: 11/18/91
Languages
- Hindi
- English
- Hindi
Profile Summary - Summary
Driven, enterprising professional with nearly a decade of experience in the consumer electronics industry, specializing in overcoming complex operational and logistical challenges. Skilled in selection of service center for engagement for running different programs and monitoring, motivating the team & workforce to enhance their efficiencies & assisting them to deliver quality services; a team player with strong research, analytical, problem-solving and communication skills. Experience in driving large engagements such as After-sales, Installations, Service-sales, Dealer Management & Business Development with key focus on top-line profitability. Hands-on technical experience in diagnosis and root cause analysis of issues based on customers' feedback and creating process as per business requirements also creating SOP for better customer handling. Expertise in managing all warranty related matters including processing & authorization of warranty claims, payout processing, verification of warranty and service contract coverage and explaining provisions & exclusions. Keen customer-centric approach and knack for motivating large work-force for exceeding customer expectations in delivery of committed services.
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Punjabi
Beginner
A1
Timeline
Deputy Service Manager
OPPO India Pvt Ltd
05.2025 - Current
Area Service Manager
LG India
03.2023 - 04.2025
Area Service In charge
Sony India
06.2015 - 03.2023
Sr. Area Service Officer
Lava International
06.2013 - 07.2015
B.Tech. - Electronics & Communication
Mangalayatan University
10th and 12th Grade schooling -
Kalka Pulblic School