Mithil Malve
Mumbai,MH
Summary
Dynamic leader with a proven track record at OnePlus, enhancing customer satisfaction and retention through expert operations management and strategic team leadership. Skilled in CRM software and relationship building, I've successfully driven KPI improvements and fostered significant team development. Achieved notable efficiency in field operations, ensuring compliance and safety.
Overview
13
13
years of professional experience
Work History
Regional Field Service Manager
OnePlus
06.2023 - 12.2023
- Managed a team of 15 Service Center Managers, promoting teamwork and collaboration for optimal results.
- Conducted regular performance reviews for team members, fostering career growth opportunities within the organization based on meritocracy principles.
- Collaborated with product development teams to provide valuable input on real-world usage scenarios, facilitating improvements in future products or updates.
- Reported issues to higher management with great detail.
- Improved customer satisfaction rates with timely resolutions to technical problems and consistent communication.
- Resolved escalations from customers diplomatically, effectively balancing the needs of both parties while upholding company values and reputation.
- Maintained high safety standards within the team by enforcing company policies and ensuring proper equipment usage at all times.
- Enhanced regional service operations by implementing efficient management strategies and streamlining processes.
- Assisted in recruiting, hiring and training of team members.
- Established strong relationships with clients by conducting regular site visits and addressing any concerns promptly.
- Implemented cost-saving measures for spare parts inventory management, resulting in reduced overhead expenses while maintaining adequate stock levels.
- Secured new business opportunities by collaborating with the sales department on targeted marketing campaigns.
- Coordinated cross-functional efforts to troubleshoot complex technical issues, ensuring prompt resolution of customer complaints.
- Streamlined reporting procedures to provide upper management with accurate data on regional field service activities and progress towards targets.
- Reduced time to complete service calls and expertly retained key customers.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Closely monitored employee feedback and customer reviews to help improve processes and procedures.
- Handled customer complaints, such as Consumer Forum cases and top management escalations in a calm, efficient and effective manner.
- Increased penetration rates by increasing service partners
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Area Service Manager
OnePlus
01.2022 - 06.2023
- Maintained detailed records of all service calls, enabling accurate tracking of trends and areas for improvement.
- Ensured compliance with safety regulations, maintaining a safe working environment for all team members.
- Streamlined service processes for increased efficiency and quicker response times.
- Optimized parts inventory management to minimize costs while ensuring availability for urgent repairs.
- Improved customer satisfaction by addressing and resolving service issues in a timely manner.
- Enhanced employee morale by promoting teamwork through regular team-building activities.
- Ensured that all Installation calls are attended and completed successfully within 4 hrs metro cities and 24 hrs locally and within 48 hrs at upcountry.
- Strive and achieve total customer satisfaction by reviewing the following KPI’s and previous meetings MOM on weekly basis.
- Generated strong brand image and improve customer loyalty levels, thus impacting on sales turnover.
- Ensured to meet Partner RSM/ASM weekly basis to discuss about current pendency.
- Monthly Once key dealers visit along with Service partner RSM/ASM and Sales RSM/ASM.
- To compile Dealer satisfaction report and obtain no claim status and submit to TV Regional Service Manager and TV Operations Manager.
Center Manager
OnePlus
12.2019 - 12.2021
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Established performance metrics and conducted regular evaluations to identify areas for improvement and drive continuous growth.
- Promoted a culture of teamwork through effective leadership, open communication channels, and regular team-building activities.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Managed daily operations for optimal efficiency, resulting in improved revenue generation and higher customer retention rates.
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Collaborated closely with other department managers to align goals, share knowledge, and boost overall center performance.
- Ensured compliance with all relevant regulations, maintaining a safe and secure environment for staff members and clients alike.
- Increased employee productivity by providing comprehensive training programs and fostering a supportive work environment.
- Enhanced team performance by implementing comprehensive training program tailored to individual skill sets.
- Setting a clear mission and deploying strategies focused towards that mission.
- Taking ownership of customers issues and following problems through to resolution.
- Keep accurate records and document customer service actions and discussions.
Guest Service Officer - Protocol
Grand Hyatt Mumbai
10.2010 - 11.2019
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Collaborated with housekeeping staff to ensure timely room availability and cleanliness.
- Monitored inventory levels of front desk supplies, placing orders as necessary to maintain optimal stock levels.
- Supported sales efforts by proactively upselling room types, packages, and additional services during the reservation process.
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced guest satisfaction by providing exceptional customer service and promptly addressing concerns.
- Ran reports detailing daily guest numbers, accounting expenses, and income and room service usage.
- Managed concierge services, making arrangements for dining, entertainment, and travel as requested by guests.
- Maintained detailed records of guest reservations, preferences, and special requests to personalize their stay.
- Assisted in the development and execution of promotional campaigns to attract new guests and increase overall occupancy rates.
- Contributed to revenue growth by identifying opportunities for upselling additional services during the booking process or at check-in/check-out times.
- Provided accurate information on hotel amenities, local attractions, and transportation options for guests'' convenience.
- Handled guest complaints with professionalism, working to find satisfactory resolutions in a timely manner.
- Evaluated team performance regularly through constructive feedback sessions aimed at enhancing customer service skills.
- Utilized property management software proficiently to manage reservations, billing, and guest profiles efficiently.
- Developed rapport with corporate clients through consistent professional interactions while accommodating their unique needs.
- Trained new staff members in customer service techniques and hotel operations.
- Prepared reports on guest satisfaction levels and other metrics.
- Assisting the hotel Guest, Owners, Top Bosses of HYATT chain worldwide at the airport upon their arrival and departure.
- Also worked at Bell Desk, Guest Service Center, Concierge, Front desk during the same tenure.
Education
Bachelor's Degree In Hospitality & Tourism - Tourism And Hotel Management
Kohinoor College
Mumbai04-2010
Skills
- Customer Relationship Management
- Customer Retention
- Operations Management
- Team Leadership
- Time Management
- KPI Tracking
- CRM software proficiency
- Field Operations
- Health and safety compliance
- Staff Training and Development
- NPS
- Relationship Building
Timeline
Regional Field Service Manager
OnePlus
06.2023 - 12.2023
Area Service Manager
OnePlus
01.2022 - 06.2023
Center Manager
OnePlus
12.2019 - 12.2021
Guest Service Officer - Protocol
Grand Hyatt Mumbai
10.2010 - 11.2019
Bachelor's Degree In Hospitality & Tourism - Tourism And Hotel Management
Kohinoor College
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