JAVED IQBAL
Ghaziabad
Summary
Dynamic Assistant Manager with a proven track record at Reliance Jio, excelling in service quality assurance and SLA compliance. Skilled in performance monitoring and team leadership, I have driven significant improvements in customer satisfaction and operational efficiency, achieving zero defects in installations and enhancing technician productivity through effective training programs.
Overview
10
10
years of professional experience
Work History
Assistant Manager–Assistant Area Service Incharge
Reliance Jio Infocom Limited
Dehradun
07.2025 - Current
- Managed end-to-end operations for JioFiber and AirFiber services across JP Town, Haridwar, Rishikesh, and Mussoorie regions, enhancing service delivery and customer satisfaction.
- Monitoring and achieving SLA targets for installation, fault repair, and service requests.
- Ensuring high-quality installations with strong focus on minimizing repeat complaints and ticket reopen cases.
- Driving service quality improvements by reducing repeat faults and improving first-time resolution (FTR).
- Leading and coordinating DRS teams for smooth field operations and efficient customer support.
- Managing manpower productivity, task allocation, and field team performance monitoring.
- Handled partner onboarding, training, and operational coordination, streamlining processes for improved service delivery.
- Supporting sales operations while maintaining high customer satisfaction standards.
- Coordinating with internal teams and field engineers to improve operational efficiency and turnaround time (TAT).
- Prepared operational reports and tracked KPIs to drive continuous improvement in service performance.
Assistant Manager – Fiber Operations | Jio
Reliance Industries Limited
Dehradun
09.2023 - 06.2025
- Executed home connect activities with zero defects, resulting in high customer satisfaction levels.
- Managed technicians to ensure timely completion of home connect installations and repairs, enhancing service delivery.
- Drove SLA compliance for installation and fault repair, ensuring timely issue resolution.
- Ensured adherence to company-defined SLAs for home connect activities, maintaining service quality.
- Monitored performance metrics, identifying improvement areas and implementing effective solutions.
- Developed and implemented training programs to enhance technician skills and productivity.
- Collaborated with cross-functional teams to resolve operational issues, boosting customer satisfaction.
- Addressed customer concerns promptly, delivering excellent service and support.
Broadband Operations Executive | Airtel
TeamLease Services
Delhi
09.2021 - 08.2023
- Directed a fault repair and installation team of 20-25 members in CND zone.
- Achieved resolution of customer issues within specified turnaround time.
- Coordinated sales initiatives with engineers to meet company targets.
- Monitored engineering activities on an hourly basis for accountability.
- Ensured high-quality resolutions delivered by engineers at customer locations.
- Evaluated engineer performance through daily and monthly tracking.
- Coordinated new rehabilitation tasks undertaken by engineers at MDF.
- Established robust action plans to enhance customer-engineer relationships.
Broadband Operations Executive | Airtel
DSP Corporate Solutions Pvt. Ltd.d
New Delhi
11.2020 - 08.2021
- Coordinated with sales team to streamline collaboration and improve performance outcomes.
- Conducted market research to identify trends and opportunities.
- Collaborated with team to achieve objectives and deliver project results.
- Supported management with administrative tasks and project assistance to facilitate operational efficiency.
- Processed company receipts, invoices, and bills to maintain accurate financial records.
- Executed basic administrative duties, including printing, emailing, and ordering supplies.
Office Assistant Executive | Eureka Forbes
Times Enterprises & Shakhumbhari Aqua services
Ghaziabad
08.2017 - 06.2020
- Administered franchise operations for Eureka Forbes Limited.
- Provided comprehensive support to management through effective assistance.
- Processed receipts, invoices, and bills accurately, supporting financial operations.
- Resolved customer issues promptly, adhering to service level agreements.
- Drove sales initiatives to meet monthly budgetary goals.
- Managed stock efficiently for surprise and external audits, ensuring compliance.
- Allocated annual maintenance contract targets to service engineers systematically.
Customer Service Associate
Cogent E- Services Private Limited
11.2016 - 04.2017
- Delivered exceptional customer service via telephone while troubleshooting customer issues.
- Resolved service and billing complaints through efficient processing of refunds, exchanges, and bill adjustments to restore customer satisfaction.
- Handled escalated complaints with professionalism and empathy, ensuring timely resolution and maintaining customer trust.
- Managed customer accounts using CRM software, improving accuracy in data handling and service delivery.
- Provided comprehensive product information to improve customer understanding and satisfaction.
- Collaborated with team members to enhance service processes and improve overall performance.
- Offered educational assistance to customers, enhancing their experience with products and services.
Education
M.B.A - Marketing
Dr. A. P. J. Abdul Kalam Technical University
Ghaziabad01-2021
B.A(Hons) - Economics
University of Delhi
Delhi01-2016
12th - Commerce
C.B.S.E.Board
Delhi01-2013
10th - General
C.B.S.E.Board
Delhi01-2010
Skills
- Service quality assurance
- SLA compliance
- Performance monitoring
- Customer relationship management
- Sales performance tracking
- Team leadership
- Cross-functional collaboration
- Problem solving
- Multitasking and organization
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Timeline
Assistant Manager–Assistant Area Service Incharge
Reliance Jio Infocom Limited
07.2025 - Current
Assistant Manager – Fiber Operations | Jio
Reliance Industries Limited
09.2023 - 06.2025
Broadband Operations Executive | Airtel
TeamLease Services
09.2021 - 08.2023
Broadband Operations Executive | Airtel
DSP Corporate Solutions Pvt. Ltd.d
11.2020 - 08.2021
Office Assistant Executive | Eureka Forbes
Times Enterprises & Shakhumbhari Aqua services
08.2017 - 06.2020
Customer Service Associate
Cogent E- Services Private Limited
11.2016 - 04.2017
M.B.A - Marketing
Dr. A. P. J. Abdul Kalam Technical University
B.A(Hons) - Economics
University of Delhi
12th - Commerce
C.B.S.E.Board
10th - General
C.B.S.E.Board