DILIP KUMAR CHHAJER
Chennai
Summary
National Service Manager with a proven track record in enhancing productivity and efficiency. Expertise in strategic planning, team leadership, and customer relationship management. Strong communication and problem-solving skills drive operational excellence and elevate service delivery standards. Committed to maximizing employee engagement and performance through effective training and morale-building techniques.
Overview
13
13
years of professional experience
Work History
National Service Head
Zebronics India Pvt. Ltd.
Chennai
05.2025 - Current
- Directed national and international service leadership for Zebronics' entire product portfolio.
- Oversaw 500+ service partners and franchisees, ensuring KPI adherence and continuous improvement.
- Implemented tech-enabled service solutions, centralized complaint systems, and real-time reporting dashboards.
- Standardized processes to enhance customer satisfaction index (CSAT) and service turnaround time (TAT).
- Developed training programs to elevate service staff technical skills.
- Coordinated cross-functional teams to address complex product issues effectively.
- Analyzed service metrics to identify improvement trends and implement actionable strategies.
Product Head – CCTV Vertical
Zebronics India Pvt. Ltd.
Chennai
04.2022 - Current
- Revived and established CCTV product category from inception under Zebronics brand.
- Managed comprehensive responsibilities including product selection, vendor finalization, and marketing strategies.
- Transformed dormant vertical into a steadily growing revenue stream.
- Executed coordinated sales plans for online and offline channels, ensuring training and after-sales support.
Manager – Service Support
Zebronics India Pvt. Ltd.
Chennai
02.2018 - 05.2025
- Directed national operations across surveillance, gaming, telecom accessories, and peripherals categories.
- Led implementation of new inventory management system at Zebronics.
- Developed training programs to enhance staff performance and product knowledge.
- Managed supplier relationships to secure high-quality materials for production lines.
- Oversaw daily operations, ensuring compliance with company policies.
- Conducted performance reviews, delivering constructive feedback to employees.
- Analyzed market trends to inform strategic product development initiatives.
- Facilitated team meetings to evaluate project progress and set goals.
Asst. Manager – Customer Support
Zebronics India Pvt. Ltd.
Chennai
05.2015 - 02.2018
- Coordinated North-East operations with local partners and distributors to enhance collaboration.
- Ensured efficient management of billing cycles, technical support, and consumer issue resolution.
- Led team to improve operational efficiency in product distribution processes.
- Developed training programs for staff on new product features to boost knowledge.
- Managed inventory using advanced tracking systems for optimal stock levels.
- Oversaw customer service initiatives to elevate client satisfaction metrics.
- Conducted market research to identify emerging trends in consumer electronics.
- Maintained supplier relationships to guarantee timely product deliveries.
Sr. Customer Support Executive
Shanti Creation Pvt. Ltd.
05.2013 - 04.2015
- Managed customer inquiries across various communication channels to enhance response efficiency.
- Resolved customer complaints by delivering timely and precise information.
- Trained new staff on customer support protocols and effective practices.
- Collaborated with teams to refine service delivery processes for improved outcomes.
Technical Support Engineer
HCL Business Services
11.2012 - 04.2013
- Delivered technical support for software and hardware issues, ensuring prompt resolutions.
- Diagnosed system problems through root cause analysis to facilitate effective troubleshooting.
- Coordinated with cross-functional teams to enhance support processes and efficiency.
- Assisted users in installing and configuring software applications for optimal performance.
- Educated clients on best practices for system maintenance and operational usage.
- Resolved complex technical issues by applying advanced troubleshooting techniques to restore functionality.
Education
B.Tech - Computer Science
LIET
Alwar04-2012
12th - PCM
R.B.S.E
SANDWA04-2008
10th -
R.B.S.E
SANDWA04-2006
Skills
- Strategic product management
- Pan-India service operations
- Consumer electronics expertise
- Channel and institutional sales
- Cross-functional leadership
- SLA and TAT control
- Franchisee and vendor management
- ERP, CRM, and MIS handling
- Technical coordination
- Product operations management
- Technical support
- Service management
- Data analysis
Affiliations
- Star Performer Award – Zebronics India Pvt. Ltd. (2024)
For outstanding leadership in revamping the CCTV vertical and achieving record growth in 6 months. - Best Service Innovation Award – Zebronics (2021)
Recognized for implementing a centralized complaint management system with SLA tracking. - Spot Award for Operational Excellence (2019)
For driving a 30% improvement in service efficiency through automation and SOP redesign. - Appreciation from Managing Director (2022)
For seamless national rollout of gaming service support infrastructure across 100+ locations.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
National Service Head
Zebronics India Pvt. Ltd.
05.2025 - Current
Product Head – CCTV Vertical
Zebronics India Pvt. Ltd.
04.2022 - Current
Manager – Service Support
Zebronics India Pvt. Ltd.
02.2018 - 05.2025
Asst. Manager – Customer Support
Zebronics India Pvt. Ltd.
05.2015 - 02.2018
Sr. Customer Support Executive
Shanti Creation Pvt. Ltd.
05.2013 - 04.2015
Technical Support Engineer
HCL Business Services
11.2012 - 04.2013
B.Tech - Computer Science
LIET
12th - PCM
R.B.S.E
10th -
R.B.S.E
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