Dhirendra Tripathy

SENIOR MANAGEMENT PROFESSIONAL Customer Service | Growth Catalyst | Strategist | Business Leader I CX Professional I P&L

Results-driven professional, focused on conceptualising and developing new business strategies which led to an increase in business and after-sales services offered to the consumer, targeting top-level assignments in Customer Service / After-sales Operations with an organization of repute.

PROFILE SUMMARY

Senior management professional with 27+ years of experience in leading Consumer Experience, Service Operations, Profit Canters, Product development, IOT, Channel Development / Management, CRM, and Strategic Planning in Consumer Durables and Consumer Electronics.

Adept in establishing and managing Large turnover Operations and leading large cross-functional teams.

Transformed a support organization into a service-driven, customer focused organization. Exhibited skills in consistently increasing revenues, market share and favorably impacting profitability by exceeding set goals & objectives Expertise in establishing customer service processes & SOPs, streamlining workflow and creating team work environment to enhance productivity as per process norms Enhanced the business and managing various dealerships single-handedly; managed promotion and maintenance contracts of services and products including type, vendor development and pricing strategies for establishing primary & secondary networks of parts & services

Proficiency in recommending modifications to minimize escalations / breakdowns, reducing rejection, realizing operational efficiencies; skilled in controlling variability, costs & cycle-time for equipment through warranty, non – warranty, as well as premature failure claims

Have experience in heading service operation of a team Size of 225 on roll people and more than 55 Branch Office with 500 service centre and 2500 field service engineers. Responsible for heading a large scale service delivery of more than 0.8 Mn service calls, 0.75Mn Preventive Maintenance Calls , Service Business Turnover of Rs 2000Mn through AMC Sale, Spares sale and products and accessary sale.

Responsible for leading many projects of ERP–SAP (CRM/MI) implementation, Digital Transformation, Cost optimization through recycling high value spares, On line training and development for FOS ( feet on Street).

Domain expert in Customer Relationship management, Customer Service Strategy, Customer Experience Management ( NPS), Service Marketing, Spares Management (MSL, ROFO and ARS), project Management ,Training and Development , Service Partners Management , Revenue Management and P&L.