After-Sales Service & Operations Manager with 21 years of hands-on experience in Consumer Electronics and Electrical Consumer Durables (ECD) — White & Brown Goods. Started as a technician and learned this industry from the ground up. Managed service networks for Lloyd, Havells, Haier, and Panasonic across 20+ centres with 45+ associates. Twice recognised as Best ASM Pan India — across two different major companies — for consistent ground-level performance. I understand the real gap between policy and ground operations. I assess first, then execute. What comes to me, gets resolved by me. The market, culture and environment will be new. But operations is not new to me. 21 years of experience delivers results gradually, consistently — and then maintains the standard.
CRM (Customer Relationship Management) Systems
Service & Spare Parts Management Systems
Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
Strategic sports (cricket, tennis) Trekking Nature photography Exploring global cultures
Strategic Operations:
Network Management (20 ASCs), Service Capacity Planning, Seasonal Resource Forecasting, Field DeploymentP&L & Commercial:
P&L Accountability, Budget Management, Cost Control, Spare Parts Inventory ManagementKey Account Management:
Modern Trade Service — Vijay Sales, Croma, Reliance resQ, Sargam Electronics, Dealer Network ManagementTechnical Operations:
Reverse Logistics, PDI (Pre-Delivery Inspection), Warranty Management, Defective Stock HandlingTeam Leadership:
Cross-functional Team Management (45 Associates), Technician Training & Certification, Management EscalationsService Operations:
Daily Complaint Volume Management, Backlog Clearance, ASC Performance Monitoring, Field AuditsRecognised twice as Best ASM Pan India — at Lloyd Electric and at Haier India — two different companies.
› Led dual CE & ECD service operations — 20 ASCs, 9 districts, 45+ associates
› Managed 800 daily complaint calls at peak season — zero seasonal backlog for 8 years
› Directed seasonal manpower scaling — SAC/Fan Coolers (Summer), LEDs/Geysers (Winter)
› Developed technician certification programs — reduced repeat complaints
› Managed Tier-1 modern trade — Vijay Sales, Sargam Electronics
› Implemented field audit programs across all 20 ASCs
› Managed PDI, trade-defective stock and reverse logistics
› Awarded Best ASM Pan India for consistent ground-level performance
› Managed CE & ECD service operations across Patna region
› Supervised field engineers across 2 ASCs
› Managed HP printer cartridge accounts — universities, government and corporate clients
› Built long-term institutional key account relationships
Strategic sports (Cricket, Tennis) • Trekking • Nature Photography • Exploring Global Cultures