Amit Shrivastav
New Delhi
Summary
High-performing [Operation Manager] with 16+ years of experience delivering successful improvements for business operations, profitability, and team development. Resourceful project manager and compliance specialist to thrive in fast-paced and changing environments. Dedicated to sustaining operational accuracy and delivering results for optimal profitability.
Overview
17
17
years of professional experience
Work History
Operations Manager Samsung Project (CS)
Qdigi Services Ltd
Dehradun
05.2023 - Current
- Responsible for taking care of day-to-day service operations for the Samsung project in Uttarakhand Region along with hills areas.
- Tracking on IIDM & Repair calls for all categories like AC, HA, SHA, LED, Mobiles, Laptops,
- Handling 2 Service centers along with 40+ onsite engineers for the entire region.
- Building the service network expansion for company requirements.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Supervised day-to-day workflow of employees to maximize productivity and maintain quality standards.
- Managed scheduling, training, and inventory control.
- Resolved customer complaints promptly while ensuring customer satisfaction remains at optimal levels.
- Directed day-to-day operations by spearheading the implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Addressed customer concerns with suitable solutions.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
Network Manager
Global Assure Pvt Ltd
Gurugram
10.2021 - 11.2022
- Tracking on Extended Warranty calls of all categories like AC, HA, CE, Mobiles, Laptops for North Region
- To be responsible to appoint new partner as per company requirements
- To be responsible and accountable for cost management in form of revenue from the service centers, Franchises, and controlling the expense that occurred in the assigned area
- To ensure quality to service provided by the company-owned service centers and franchises through a timely audit, and feedback provided by customers and dealers
- Responsible for smooth lining franchises operation through timely presentment of Bills and ensure timely availability of spareparts
- Responsible for developing Franchise's Service team to attend Installation/Service requirements in the filed
- Guide & supervise to technicians to resolve product related problems in the field
- Give product feedback to product head for quality improvement
- Revenue generation through Spare sales & Installation
- Evaluate franchises in customer orientation and suggest improvement measures
- Motivate and manage filed team of service center & Hygiene of service center
- Provide technical training from concern Department to franchises technician on new arrival of product
- Responsible for Forecasting of GLB Assure & Other brands sale & after sale Repair process & customer service deliveries
- Completed minor preventative maintenance and mechanical repairs on equipment
- Building the service network expansion for company requirements
- Drove operational improvements which resulted in savings and improved profit margins
- Led projects and analyzed data to identify opportunities for improvement
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Branch Service Manager
Jeeves Consumer Services Pvt Ltd(A Flipkart Company)
Delhi
07.2017 - 10.2021
- Tracking on installation & Demo calls for all categories like AC, HA, SHA, Mobiles Laptops & Urban Furnitures
- Handling 12 Service Center and 1 Branch in Delhi
- To be responsible and accountable for cost management in form of revenue from the service centers, Franchises, and controlling the expense that occurred in the assigned area
- To ensure quality to service provided by the company-owned service centers and franchises through a timely audit, and feedback provided by customers and dealers
- Responsible for smooth lining franchises operation through timely presentment of Bills and ensure timely availability of spareparts
- Responsible for developing Franchise's Service team to attend Installation/Service requirements in the field
- Guide & supervise to technicians to resolve product related problems in the field
- Give product feedback to product head for quality improvement
- Revenue generation through Spare sales & Installation
- Evaluate franchises in customer orientation and suggest improvement measures
- Motivate and manage filed team of service center & Hygiene of service center
- Provide technical training from concern Department to franchises technician on new arrival of product
- Responsible for Forecasting of Flipkart & Other brands sale & after sale installation process & customer service deliveries
- Completed minor preventative maintenance and mechanical repairs on equipment
- Building the service network expansion for company requirements
- Drove operational improvements which resulted in savings and improved profit margins
- Led projects and analyzed data to identify opportunities for improvement
- Offered friendly and efficient service to all customers, handled challenging situations with ease
- Working as a TRC In-charge and handling all documents, presentations regarding training
- Conducting interviews for technician level and also preparing the question papers
- Make a presentation on new models and faults that comes with the device
- Strictly following the process and Work instruction which has been agreed with the Quality team
- Complete L4-level troubleshooting knowledge
- Give the training to new/old employees and maintain their data like training date and score
- Responsible for, services
- Maintaining all repair records in CRM
- Responsible for inventory part supply
- Handled customer inquiries including inbound and dealers
- Coordinated with internal departments and outsourcing partners to prepare necessary resources to support customers
- Responsible for all types of repairing levels
- Handling escalation and giving quick solutions
- Responsible for inventory part supply.
TRC Incharge
Zen Mobiles Pvt Ltd
Delhi
02.2014 - 07.2017
- Tracking on installation & Demo calls for all categories like AC, HA, SHA, Mobiles Laptops & Urban Furnitures
- Handling 12 Service Center and 1 Branch in Delhi
- To be responsible and accountable for cost management in form of revenue from the service centers, Franchises, and controlling the expense that occurred in the assigned area
- To ensure quality to service provided by the company-owned service centers and franchises through a timely audit, and feedback provided by customers and dealers
- Responsible for smooth lining franchises operation through timely presentment of Bills and ensure timely availability of spareparts
- Responsible for developing Franchise's Service team to attend Installation/Service requirements in the field
- Guide & supervise to technicians to resolve product related problems in the field
- Give product feedback to product head for quality improvement
- Revenue generation through Spare sales & Installation
- Evaluate franchises in customer orientation and suggest improvement measures
- Motivate and manage filed team of service center & Hygiene of service center
- Provide technical training from concern Department to franchises technician on new arrival of product
- Responsible for Forecasting of Flipkart & Other brands sale & after sale installation process & customer service deliveries
- Completed minor preventative maintenance and mechanical repairs on equipment
- Building the service network expansion for company requirements
- Drove operational improvements which resulted in savings and improved profit margins
- Led projects and analyzed data to identify opportunities for improvement
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Team Leader
Accel Frontline ServicePvtLtd
Delhi
07.2007 - 02.2014
- Tracking on installation & Demo calls for all categories like AC, HA, SHA, Mobiles Laptops & Urban Furnitures
- Handling 12 Service Center and 1 Branch in Delhi
- To be responsible and accountable for cost management in form of revenue from the service centers, Franchises, and controlling the expense that occurred in the assigned area
- To ensure quality to service provided by the company-owned service centers and franchises through a timely audit, and feedback provided by customers and dealers
- Responsible for smooth lining franchises operation through timely presentment of Bills and ensure timely availability of spareparts
- Responsible for developing Franchise's Service team to attend Installation/Service requirements in the field
- Guide & supervise to technicians to resolve product related problems in the field
- Give product feedback to product head for quality improvement
- Revenue generation through Spare sales & Installation
- Evaluate franchises in customer orientation and suggest improvement measures
- Motivate and manage filed team of service center & Hygiene of service center
- Provide technical training from concern Department to franchises technician on new arrival of product
- Responsible for Forecasting of Flipkart & Other brands sale & after sale installation process & customer service deliveries
- Completed minor preventative maintenance and mechanical repairs on equipment
- Building the service network expansion for company requirements
- Drove operational improvements which resulted in savings and improved profit margins
- Led projects and analyzed data to identify opportunities for improvement
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
Education
Diploma In Electronics & Communications -
Indra Gandhi Institute Of Technology & Management
01.2012
Skills
- Revenue Generation
- Technical Background
- Sales Professional
- Relationship building and management
- Reporting familiarity
- Compliance reviews
- Key performance indicators
- Customer service awareness
- Strong team-builder
- Project Management
- Compliance Management
- Incidents Management
- Inventory Management
- P&L Management
- Health and Safety Compliance
Awards
- Got the Big Billion Days 2018 excellence service award from Flipkart (Behalf of Jeeves+F1).
- Got the You Rock best zone award in JFM, AMJ from Jeeves+F12019.
- Pan India for Best Branch Manager Flipkart Business head Club category in 2020
- Got the Best Branch Manager in Pan India AC season award for achieving all parameters for AC installation category in 2021. C
Extracurricular Activities
Successfully attended Training of ISO certification in 2019. Participated in BCP (Business Continuity Planning) & Fire Safety awareness session in 2018. Participated in a Leadership training session in Noida. Participated in 3 Days personality development session for customer experience and satisfaction. Roleplay how to make customers happy on behalf of (Sony India Pvt ltd) at Mohan Estate. Successfully attended 5 days session for product repair training at Beetel TeleTech( Airtel Bharti).
Personal Information:
DOB : 15-06-1988
Gender: Male
Martial Status: Married
Nationality : Indian
Disclaimer
- I declare that the given information is correct and complete to the best of my knowledge and belief.
Timeline
Operations Manager Samsung Project (CS)
Qdigi Services Ltd
05.2023 - Current
Network Manager
Global Assure Pvt Ltd
10.2021 - 11.2022
Branch Service Manager
Jeeves Consumer Services Pvt Ltd(A Flipkart Company)
07.2017 - 10.2021
TRC Incharge
Zen Mobiles Pvt Ltd
02.2014 - 07.2017
Team Leader
Accel Frontline ServicePvtLtd
07.2007 - 02.2014
Diploma In Electronics & Communications -
Indra Gandhi Institute Of Technology & Management
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