Deepak Kapoor
Pune,Maharashatra
Summary
Business and Operations Leader with 18+ years of experience in consumer services, after-sales operations, field-service management, service networks, partner management and customer experience. Proven experience in building and managing service networks, expanding geographic coverage, onboarding and developing service partners, establishing branch operations, leading field teams and improving service delivery. Experienced in managing multi-location operations, partner performance, SLA adherence, turnaround time (TAT), customer satisfaction (CSAT), inventory controls, CRM workflows and operational processes. Strong expertise in identifying service-network gaps, improving workforce productivity and developing scalable service operations across consumer appliance categories.
Overview
19
19
years of professional experience
1
1
Certificate
Work History
Area Network Management
Assurant India
Pune
10.2025 - 05.2026
- Identified geographic service gaps and expanded network coverage by strategically identifying, evaluating, and onboarding partners.
- Managed partner performance across SLA adherence, TAT, CSAT and service-quality parameters.
- Conducted partner audits and performance reviews to enhance operational compliance and establish quality benchmarks.
- Strengthened relationships with authorised service partners, improving access to genuine spares and minimising turnaround time.
- Implemented process improvements, including a parts-harvesting initiative for unrepairable assets, supporting lower component procurement requirements and regional service costs.
- Directed and managed an after-sales service network of 20+ service partners across Rest of Maharashtra and Goa for consumer appliance and extended-warranty operations.
Senior Branch Service Manager
INDKAL TECHNOLOGIES PVT LTD
Pune, Maharashtra
02.2024 - 10.2025
- Established and scaled branch service operations in Pune, overseeing hiring, coordinating engineers, training staff, and managing stock to enhance service delivery.
- Led deployment of mobile-based CRM solutions to improve field-service management and customer engagement.
- Designed service workflows and call flows with the CRM development team to streamline operations.
- Managed service operations for LED TVs, washing machines, air conditioners and refrigerators, ensuring customer satisfaction and operational efficiency.
- Conducted training sessions for field engineers to enhance service efficiency and productivity.
- Coordinated with stakeholders to resolve escalations, leading to improved turnaround time and enhanced client relationships.
Sales & Service Manager
ONSITE ELECTRO SERVICES PVT LTD
Pune, Maharashtra
11.2021 - 02.2024
- Coordinated with regional service teams to resolve customer service issues, ensuring seamless operations and high customer satisfaction.
- Facilitated service coordination in the HA/AC/WP category across Pune and PCMC, supporting average call flows of 250-300 per day during peak season and 100-150 during the off-season.
- Assisted head office in developing and refining processes from field operations, contributing to enhanced operational efficiency and cost savings.
- Enhanced methods for periodic reconciliation and stock-level reviews, improving accuracy and responsiveness in a fast-paced service environment.
- Used software solutions to prepare operational and financial MIS, analysis reports, annual budgets and variance reports.
- Prepared periodic MIS reports and presentations for management review.
- Collaborated with IT teams to modify process flows and improve system practices.
Team Leader
B2X SERVICE SOLUTIONS INDIA PVT LTD
Pune, Maharashtra
03.2018 - 02.2021
- Supervised service operations, customer issue resolution and call management for teams across Pune, Mumbai, Hyderabad, Bangalore and Kolkata.
- Developed training programmes to enhance team member skills and capabilities.
- Streamlined daily call-flow management to reduce errors and enhance working-capital management efficiency.
- Worked as WIP Manager from Sep 2020 - Feb 2021, handling WIP for the entire Google operation for B2X India and monitoring data for weekly client reporting.
Service Centre Manager
NAIVEDHYA TECH SOLUTIONS
Pune, Maharashtra
01.2017 - 01.2018
- Managed authorised service-partner operations for Google, Saregama and Nubia.
- Conducted daily briefings and monitored service-centre performance to align team efforts with operational goals.
- Defined and communicated clear targets and objectives, ensuring focus on key priorities.
- Recruited, interviewed, and hired employees while implementing mentoring initiatives to enhance engagement and professional development.
- Compiled monthly and quarterly MIS, annual reports, budgets, and variance reports to support strategic decision-making.
- Oversaw office inventory activities including ordering, requisitions, stocking and shipment receiving.
Service Centre Manager
KAVYA ENTERPRISES
Pune, Maharashtra
01.2015 - 01.2017
- Facilitated daily service-centre briefings, developed staff capabilities, and ensured adherence to service performance and customer-call guidelines.
- Conducted training for new staff on company policies and service expectations to ensure consistent service delivery.
- Engaged with authorised service operations for Lenovo and Motorola to enhance service quality and performance.
Floor Manager
KAVYA ENTERPRISES
Pune, Maharashtra
01.2013 - 01.2015
- Coordinated high-volume customer-call handling, ensuring service-level adherence and effective escalation support.
- Engaged with authorised service operations for Micromax to support service delivery.
- Participated in team meetings and training sessions, enhancing understanding of product updates and process changes for improved service delivery.
Telecommunication Distributor
UNINOR TELECOMMUNICATION
Pune
01.2010 - 01.2013
- Managed product distribution as channel partner, leading a team of 15 salespersons to enhance market reach.
- Cultivated a strong customer base by delivering efficient and reliable service, fostering long-term relationships.
- Directed daily operations to achieve maximum efficiency and productivity.
- Developed strong relationships with retail partners to facilitate smooth product distribution channels.
- Managed inventory levels and placed orders to replenish stock, maintaining optimal product availability.
Reader's Relation Executive
The Times of India
Pune
01.2007 - 01.2009
- Conducted market surveys for The Times of India to enhance understanding of customer preferences and drive newspaper subscription sales.
- Recommended complementary purchases to customers, contributing to increased revenue.
Education
Executive MBA - Hospitality & Logistic Management
IIBM
Skills
- Business & Operations Management
- Service Network Expansion
- Partner and Vendor Management
- Customer relationship management
- Customer Experience & CSAT
- SLA / TAT Management
- Service Quality & Compliance
- Process Improvement
- CRM & Workflow Management
- CRM implementation
- Inventory & Stock Control
- Operational MIS & Reporting
- Team Building & Development
- Geographic Coverage Planning
- Cost Optimisation
- Willingness to learn
Timeline
Area Network Management
Assurant India
10.2025 - 05.2026
Senior Branch Service Manager
INDKAL TECHNOLOGIES PVT LTD
02.2024 - 10.2025
Sales & Service Manager
ONSITE ELECTRO SERVICES PVT LTD
11.2021 - 02.2024
Team Leader
B2X SERVICE SOLUTIONS INDIA PVT LTD
03.2018 - 02.2021
Service Centre Manager
NAIVEDHYA TECH SOLUTIONS
01.2017 - 01.2018
Service Centre Manager
KAVYA ENTERPRISES
01.2015 - 01.2017
Floor Manager
KAVYA ENTERPRISES
01.2013 - 01.2015
Telecommunication Distributor
UNINOR TELECOMMUNICATION
01.2010 - 01.2013
Reader's Relation Executive
The Times of India
01.2007 - 01.2009
Executive MBA - Hospitality & Logistic Management
IIBM
Certification
- Project Management Certification
- Six Sigma Green Belt
Custom Summary
Managed and developed a network comprising 20+ service partners across Maharashtra and Goa.
Identified geographic gaps and onboarded strategic service partners to strengthen coverage and continuity.
Established and managed service operations, including hiring, engineer coordination and workflows.
Led teams and service operations across Pune, Mumbai, Hyderabad, Bangalore and Kolkata.
Managed SLA, TAT, CSAT, quality controls and escalation processes to improve service delivery.
Supported seasonal service operations handling up to 250-300 calls per day.