Nilekha Kharote
Navi Mumbai
Summary
Dynamic Customer Care Executive with a proven track record at Leica Biosystems, excelling in service coordination and customer relationship management. Expert in Salesforce and adept at enhancing operational efficiency, I drive high service standards and ensure rapid issue resolution, fostering strong client relationships and achieving organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Care Executive - Service Operations
Leica Biosystems
Mumbai
07.2023 - Current
- Acting as the bridge between customers, service engineers, sales teams, logistics, and internal support functions to ensure smooth execution of after-sales services.
- Effective Customer Care Management professional with expertise in streamlining service operations and enhancing field engineering efficiency. Proven track record in managing high-volume SFDC workflows, technical support (TAC), and the end-to-end lifecycle of service work orders. Skilled in bridging the gap between technical teams and customers to ensure rapid issue resolution and high service standards.
- Proficient in booking work orders, scheduling field visits, and regional engineer dispatching to meet customer urgency and SLAs.
- Expert in SFDC call logging, Hornbill ticketing, and collaborating with software teams for data gathering, user training, and system troubleshooting.
- Experienced in managing AMC/CMC renewals and processing one-time service orders.
- Meticulous in creating breakdown calls, preventive maintenance (PM), installations, and critical IQ/OQ/PQ documentation in SFDC.
- Managing the end-to-end Order-to-Cash (O2C) lifecycle for spare parts and consumables across PAN India by preparing quotations, processing customer purchase orders, creating sales orders, coordinating with warehouse and logistics teams for dispatch, generating invoices, tracking deliveries, and ensuring seamless communication with customers throughout the order fulfillment process.
After Sales Co-Ordinator
Nordmeccanica India Pvt Ltd
Mumbai
10.2019 - 09.2022
- Managed end-to-end after-sales operations for a leading manufacturer of coating, laminating, and metallizing machinery, providing comprehensive customer support and ensuring seamless service delivery.
- Handled the complete Order-to-Cash (O2C) process for spare parts using AS400, including preparation of proforma invoices, quotation generation, sales order processing, order confirmations, inventory updates, and coordination of dispatch across India, Italy, Nepal, Bangladesh, and Sri Lanka.
- Managed a portfolio of customer accounts by serving as the primary point of contact for after-sales support, building strong customer relationships through regular follow-ups, site visits, and proactive communication to ensure high customer satisfaction and retention.
- Coordinated with customers and finance teams for timely recovery of outstanding payments while maintaining positive business relationships and supporting organizational revenue objectives.
- Managed warranty claims, return inspections, and service reports, while coordinating with service engineers and shipping teams to ensure timely spare parts dispatch and effective issue resolution.
- Scheduled and coordinated field service engineers for breakdown support, preventive maintenance, installations, and commissioning activities, ensuring timely service execution and adherence to customer commitments.
- Collaborated closely with overseas teams for installation, commissioning, technical support, and after-sales service activities, ensuring seamless communication and efficient resolution of customer requirements.
Junior Electrical Engineer
Hi Tech Construction Group
Navi Mumbai
02.2019 - 09.2019
- Project-focused Procurement and Operations Specialist with a strong background in managing large-scale infrastructure renovations. Proven expertise in handling end-to-end electrical and mechanical (M&E) installations for major transit hubs, ensuring cost-efficiency and technical compliance.
- Strategic Procurement & Negotiation: Expert in sourcing M&E components and executing aggressive cost negotiations to optimize project budgets without compromising quality.
- Billing & Financial Oversight: Proficient in processing Running Account (RA) Bills, ensuring accurate measurement book entries and timely vendor payments.
- Infrastructure Renovation: Specialized in the renovation and replacement of complex mechanical and electrical systems within high-traffic environments like Vashi and Belapur railway stations.
- Project Coordination: Skilled in managing the full lifecycle of technical installations, from procurement to final execution and site handover.
- Vashi & Belapur Railway Station Upgrades: Led the procurement and installation strategy for total M&E replacements, focusing on modernization and operational reliability.
- Vendor Management: Successfully negotiated contracts with suppliers and contractors to streamline the supply chain for critical station infrastructure.
Graduate Engineer Trainee
Tripura Engineers
Navi Mumbai
07.2018 - 11.2018
- Managed electrical maintenance of commercial complex, work related to tender submission in govt. recognized authority i.e. RBI branches, etc.
Education
Electrical Engineering -
Mumbai University
12-2018
Diploma In Electrical Power System -
12-2015
X (SSC) -
12-2012
Skills
- Customer relationship management
- Client management
- Customer service processes
- Service coordination
- Salesforce and Navision
- Workday
- Microsoft 365 and Hornbill
- Budget management
- CRM Software - AS400 and AutoCAD
- Interpersonal skills
Accomplishments
- Participated in APAC Sales Kickoff meetings at Bali & Vietnam, collaborated with cross-functional teams to understand regional business strategies, sales objectives, customer engagement initiatives, and after-sales service priorities in year 2024 & 2026.
- Hosted 9th specialty films & flexible packaging global summit- 2022, 09/2022
- Certified Nutrition Specialist, 09/2022
- Lead Vocalist at College Band, 2015-2018
- Certified Classical Singer
- Ranked 1st in competitive exam 'National Talent Search Examination', 2010
Papers Published
- Design & Implementation of TCSC in power system - IEEE, 04/2018
- Rising capacity of solar wind hybrid power generator, 03/2015
Industrial Trainings
- Industrial training at MSETCL Vashi, 06/2017
- Industrial Training at TATA Hydroelectric Power Plant, 06/2014
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Italian
Beginner
A1
Timeline
Customer Care Executive - Service Operations
Leica Biosystems
07.2023 - Current
After Sales Co-Ordinator
Nordmeccanica India Pvt Ltd
10.2019 - 09.2022
Junior Electrical Engineer
Hi Tech Construction Group
02.2019 - 09.2019
Graduate Engineer Trainee
Tripura Engineers
07.2018 - 11.2018
Electrical Engineering -
Mumbai University