Leena Sharma
New Delhi
Summary
Goal-driven Service Manager offering over 17 years of successfully establishing and maintaining good working relationships with customers to encourage customer retention and referrals. Maintains high-quality service repairs and minimizes comebacks. Communicative and team player oriented with skills in coaching and task delegation.
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
17
17
years of professional experience
Work History
Sr Manager Service
Unicorn Denmart Ltd
Delhi
01.2024 - Current
- Coordinated with internal departments to ensure successful execution of projects according to timeline and budget constraints.
- Mentored junior staff in the organization's business processes, customer service standards, and quality assurance protocols.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Participated in recruitment initiatives by interviewing potential candidates and selecting suitable hires.
- Represented the organization at conferences or trade shows as an expert speaker on relevant topics.
- Supported objectives, checkpoints and timelines, managing team members to meet project tasks and expectations.
- Maintained adequate staffing to meet objectives within budget.
Service Manager
Unicorn Denmart Ltd
Delhi
01.2021 - 01.2024
- Created detailed reports on service activities for senior management review.
- Conducted regular team meetings to discuss customer feedback, process improvements, and operational objectives.
- Monitored service performance metrics to identify areas of improvement.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
Deputy Manager of Customer Service
Unicorn Denmart Ltd
New Delhi
01.2018 - 01.2021
- Spearheading after sale service operations of Radiology & CAD/CAM services in the entire India
- Taking care of All Major issues of OPG/CBCT/CAD-CAM Products like Milling Machines, 3D Printers, Intra Oral Scanners, Sintering Machines ETC
- Coordinating with respective principal company for all technical issues and spares management
- Designing and implementing after sales service strategies to promptly resolve customers' complaints quality related issues
- Setting up a strong network of service to ensure high quality service delivery to the customers
- Ensuring observance of company's service standards /systems, by the engineers
- Conducting training sessions for the Dealers & own technicians
- Handling ERP
- Auditing of Buffer spares provided to service engineers Pan India
- Maintaining adequate inventory of spares to promptly address customers' servicing calls
- Ensuring proper, safe and secure warehousing of materials ensuring convenience in identification and retrieval of stocks
- Coordinate with Management for spares, MIS, training, New Products Brief etc
- Implement Service policies and systems, plan for long term customer & dealer satisfaction goals, plan for management and technical development of service network
- Lead and facilitate the process of monitoring the performance of Authorized Service Centre
- Manage the process of conducting customer satisfaction surveys, analyze report and data, and plan action steps to improve on gap areas, act upon complaints and share feedback with management
- Monitor the performance of service team, support direct reports, provide feedback and guidance on performance, and manage people related issues such as recruitment, performance appraisal and training in Order to build a capable and highly motivated team.
- Resolved escalated customer service issues in a timely and professional manner.
- Provided leadership, coaching and development for team members.
Deputy Manager
Chesa Dental Care Services
New Delhi
02.2017 - 12.2017
- Spearheading after sale service operations in the entire India
- Designing and implementing after sales service strategies to promptly resolve customers' complaints/quality related issues
- Setting up a strong network of service to ensure high quality service delivery to the customers
- Ensuring observance of company's service standards/systems, by the engineers
- Conducting training sessions for the Dealers & own technicians
- Auditing of Buffer spares provided to service engineers Pan India
- Maintaining adequate inventory of spares to promptly address customers' servicing calls
- Ensuring proper, safe and secure warehousing of materials ensuring convenience in identification and retrieval of stocks
- Coordinate with Management for spares, MIS, training, New Products Brief etc
- Implement Service policies and systems, plan for long term customer & dealer satisfaction goals, plan for management and technical development of service network
- Lead and facilitate the process of monitoring the performance of Authorized Service Centre
- Manage the process of conducting customer satisfaction surveys, analyze report and data, and plan action steps to improve on gap areas, act upon complaints and share feedback with management
- Monitor the performance of service team, support direct reports, provide feedback and guidance on performance, and manage people related issues such as recruitment, performance appraisal and training in Order to build a capable and highly motivated team.
Asst. Manager Service
M/S Unicorn Denmart Ltd
New Delhi
05.2007 - 02.2017
- Spearheading after sale service operations in the entire India
- Designing and implementing after sales service strategies to promptly resolve customers' complaints/quality related issues
- Setting up a strong network of service to ensure high quality service delivery to the customers
- Ensuring observance of company's service standards/systems, by the engineers
- Ensuring proper, safe and secure warehousing of materials ensuring convenience in identification and retrieval of stocks
- Coordinate with Management for spares, MIS, training, New Products Brief etc
- Lead and facilitate the process of monitoring the performance of Authorized Service Centre
- Manage the process of conducting customer satisfaction surveys, analyze report and data, and plan action steps to improve on gap areas, act upon complaints and share feedback with management
- Monitor the performance of service team, support direct reports, provide feedback and guidance on performance, and manage people related issues such as recruitment, performance appraisal and training in Order to build a capable and highly motivated team.
Education
Skills
- Talent Development
- Resource Allocation
- Reporting oversight
- Strategic Planning
- Corporate Communications
- Cross-Functional Collaboration
- Operations Management
- Organizational improvement
- Cross-functional team leadership
- Reporting management
- Documentation And Reporting
Accomplishments
- Attended one week technical workshop on milling machines at VHF Camfacture AG, Germany in February 2019.
- Won the best Backend Support award in year 2011, thereafter awarded with promotion to Managerial level.
- Attended one week Advanced technical workshop on milling machines at VHF Camfacture AG, Germany in February 2023.
Key Strength Areas
- After sales service management
- Service campaigns
- Customer relations management
- Franchisee management
- Spares Management
- Customer satisfaction surveys
- Training & Development
- Team Leadership
- Good interpersonal skills
- Event Management
Personal Information
- Date of Birth: 04/09/1985
- Marital Status: Married
Languages
- English
- Hindi
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Sr Manager Service
Unicorn Denmart Ltd
01.2024 - Current
Service Manager
Unicorn Denmart Ltd
01.2021 - 01.2024
Deputy Manager of Customer Service
Unicorn Denmart Ltd
01.2018 - 01.2021
Deputy Manager
Chesa Dental Care Services
02.2017 - 12.2017
Asst. Manager Service
M/S Unicorn Denmart Ltd
05.2007 - 02.2017
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