Mithun Jha
New Delhi
Summary
Dedicated professional with extensive experience in driving successful initiatives and strategies for exceptional customer service and institutional sales. Demonstrated ability to investigate, evaluate, and resolve customer concerns while taking ownership of the resolution process. Skilled in enhancing clint satisfaction, improving service quality, and implementing effective operational plans. Engineering expertise, particularly in electronics and civil engineering, adept at assimilating new technologies and assessing their impact on and operational planning.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Branch Operations Manager
Hardware Ltd
Noida
01.2024 - Current
- Oversee service operations for both the Bathing Division Products (BPD) and Consumer Products Division (CPD).
- Oversee day-to-day branch operations, ensuring smooth and efficient functioning.
- Lead sales and after-service operations, consistently achieving and exceeding sales targets.
- Manage and motivate a team of sales and service professionals to deliver exceptional performance.
- Develop and implement strategies to enhance customer satisfaction and service quality.
- Conduct regular market analysis to identify trends and opportunities for growth.
- Coordinate with sales and marketing teams to align branch initiatives with overall business goals.
- Handle customer escalations, and provide effective resolutions to maintain high customer satisfaction.
- Monitor branch performance metrics and KPIs, preparing regular reports for senior management.
- Conduct training sessions for staff on sales techniques, product knowledge, and service excellence.
- Drive sales initiatives for accessories, consistently achieving sales targets.
- Manage distributor and institutional sales, building strong relationships and expanding market reach.
Manager of Business Development
Aiwa India Sales & Service Pvt Ltd
New Delhi
03.2023 - 01.2024
- Managed the process of identifying potential customers and developing new accounts.
- Conduct thorough market research to identify potential institutional clients, and understand their needs and purchasing behavior.
- Develop and maintain strong relationships with key decision-makers in institutions to foster trust and long-term partnerships.
- Create detailed and persuasive proposals that highlight the benefits and ROI of your products or services for institutional clients.
- Effective negotiation strategies to secure favorable terms, and close deals with institutional clients.
- Develop and implement a strategic sales plan that targets institutional clients, including timelines, goals, and key performance indicators.
- Implement a system for gathering and analyzing feedback from institutional clients to continuously improve your offerings and services.
- Stay informed about industry regulations and ensure your sales practices comply with all relevant laws and standards.
Consumer Experience Manager
Tata Steel Ltd
New Delhi
02.2019 - 03.2023
- Managed institutional sales in the North India region, driving business growth and market penetration.
- Led after-sales service operations, ensuring high-quality service and customer satisfaction.
- Oversaw the execution of installation and fitting projects, from initiation to handover.
- Developed and maintained strong relationships with key institutional clients.
- Coordinated with cross-functional teams to ensure seamless service delivery and project execution.
- Conducted market research to identify new business opportunities and stay ahead of industry trends.
- Implement customer feedback mechanisms to continuously improve service quality.
- Trained and mentored service teams, fostering a culture of excellence and continuous improvement Built and maintained strong relationships with institutional clients,
- Oversaw end-to-end management of retail (B2C) and project (B2B) executions, ensuring timely completion and driving FTR, TAT, and CSAT.
- Organized and conducted training programs for soft and technical skills, certifying installers and guiding technicians.
- Coordinated with internal sales teams, trade partners, and customers for smooth order execution.
- Devised strategies to enhance customer service processes.
- Trained internal teams on product knowledge and customer handling.
- Reviewed metrics and managed performance of channel partner teams.
- Participated in activities to foster better working relationships.
- Identified stakeholders, monitored franchisee performance, and maintained seamless service operations.
Assistant Manager
Butterfly Gandhimati appliances Ltd
New Delhi
05.2014 - 02.2019
- Managed post-sales service and accessory sales across North India.
- Strengthened service delivery by managing and evaluating 16 service franchisees, and 20 direct service technicians.
- Delivered quality after-sales service to over 5,000 customers per month.
- Developed KPIs to help franchises assess performance and improve customer service.
- Ensured franchisees adhered to material guidelines and maintained accurate documentation.
- Addressed service inquiries promptly to enhance customer satisfaction.
- Coordinated with store in-charge for the settlement of spare loans and reported to the general service manager.
- Managed receipt of items from suppliers and other sources, including all supplies and components.
- Oversaw and monitored dealers' and customers' DSC, provided technical support, and managed branch expenses.
- Created draft bills for completed work, coordinated with the commercial team for waybills or road permits, and completed inspections.
Regional Sales & Service Coordinator
Videocon Industries Ltd
Ghaziabad
03.2012 - 05.2014
- Coordinated with ASI, ASM, and service franchisees to ensure timely completion of calls.
- Developed management information systems (MIS) and ensured ASI/BSM NDC completion within the stipulated cycle as per PJP.
- Addressed escalated and high-aging issues in coordination with ASI/ASM and service franchisees.
- Handled complaint allocation, updated feedback in Web CMS services, ensured AMC compliance, and coordinated with the call center.
- Ensured no calls were allotted to ASC or DSC beyond the turnaround time (TAT).
- Maintained records of customer interactions and transactions, including inquiries, complaints, comments, actions taken, and processed orders.
- Achieved high customer satisfaction and monitored overall service performance.
- Identified locations for service franchisee appointments, monitored their performance, and maintained relationships.
- Maintained accurate documentation for enforcement, defective spare parts replacement, loan settlement, and service franchisee claims.
- Actively listened to customer requests, ensuring full understanding before addressing concerns.
- Ensured service SLAs and KPIs were met, as per business requirements.
- Followed up to ensure appropriate actions were taken for customers.
- Coordinated service delivery support with sales, commercial teams, and managed spare parts coordination with branches and HO.
Education
MBA - Operations Management
Amity University
Noida11-2016
GED -
Delhi University
New Delhi06-2012
Skills
- Branch Operations Management
- Sales and After-Service Operations
- Distributor and Institutional Sales
- Team Leadership and Development
- Customer Relationship Management
- Market Analysis and Strategy
- Performance Metrics and Reporting
- Training and Development
Accomplishments
- Expanded distributor and institutional sales, contributing to overall revenue growth.
- Enhanced after-sales service quality, leading to increase in customer retention.
- Ensured timely completion of service calls and high customer satisfaction.
Certification
Completed the Star Sales Excellence training program conducted by Hero Mindmine.
The Soft Skill Learning Program, under the Skilling India scheme by Delta Dynamix Pvt. Ltd.
Effective clint Interactions Skill & Personality” under the Skilling India by Delta Dynamix Pvt. Ltd.
Successfully completed the Doors/Window Hardware Fitting and Mechanism training session conducted by Dorset Industries, Ltd.
Furniture & Fitting Course, successfully completed on October 25, 2019, under the Skilling Scheme
ITI Diploma in Electronics
Languages
Hindi
First Language
Timeline
Branch Operations Manager
Hardware Ltd
01.2024 - Current
Manager of Business Development
Aiwa India Sales & Service Pvt Ltd
03.2023 - 01.2024
Consumer Experience Manager
Tata Steel Ltd
02.2019 - 03.2023
Assistant Manager
Butterfly Gandhimati appliances Ltd
05.2014 - 02.2019
Regional Sales & Service Coordinator
Videocon Industries Ltd
03.2012 - 05.2014
MBA - Operations Management
Amity University
GED -
Delhi University
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