Summary
Overview
Work History
Skills
Personal Information
Languages
Permanent address
Timeline
Nivedita Yadav

Nivedita Yadav

Mumbai

Summary

"With 17 years of industry expertise in consumer electronics, durables, and appliances, I possess a proven track record in project management, team leadership, and process optimization. At Onida, I've transcended traditional operations management to spearhead a strategic approach that prioritizes e-waste handling and customer relationship excellence. Leveraging my expertise honed at Exigo Recycling and TCL Electronics, my role has evolved into a unique blend of innovation, sustainability, and customer service leadership. Through our team's unwavering commitment to operational excellence and strategic planning, we've forged robust partnerships, driven business growth, and elevated service delivery standards. Onida remains at the forefront of sustainable practices in retail operations, thanks to our tireless efforts in compliance management and continuous improvement."

AWARDS/RECOGNITION

TCL-TTE Technology India Ltd.

  • Represented India at TCL International Overseas Meet in Huizhou China.

INTEX Technologies Ltd.

  • Best Performer Award.
  • Service Excellence Award-Delhi.
  • Rewarded for achieving the target for the project of 'Defective Inventory.'

Airtel Telemedia.

  • Star Performer Award.(received every month.)

Overview

20
20
years of professional experience

Work History

Senior Manager- Service Operation

Onida-MIRC Industries Limited
Mumbai
11.2023 - Current
  • Developed and executed new strategies to enhance service delivery.
  • Demonstrated commitment to upholding company standards in resolving customer concerns.
  • Built strong relationships with internal stakeholders across all levels of the business.
  • Collaborated with other departments to ensure efficient resolution of issues.
  • Developed strategies for handling challenging customers while preserving positive relationships.
  • Managed projects related to process improvements or new initiatives within the organization.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Streamlined service delivery processes to increase efficiency and effectiveness. Evaluated operational workflows and provided recommendations for optimization.
  • Managed relationships with external vendors and partners, negotiating contracts and overseeing service-level agreements to ensure vendor performance
  • Ensured timely completion of projects through effective resource planning and allocation.

Business Development

Exigo Recycling Pvt Ltd
10.2022 - 07.2023
  • Customer Acquisition / Procurement of E-waste: Identify and target potential customers who generate significant e-waste, such as large corporations, electronics manufacturers, or government agencies. Showcase the company's expertise, services, and commitment to sustainable e-waste management to win new business and expand the customer base.
  • EPR Registration / Compliance: Identify and target potential customers in Extended Producer Responsibility (EPR) registration process. Ensure the company meets all necessary requirements, completes registration forms accurately, and submits them within the designated timelines.

Manager-Service-INDIA

TCL India-TTE Technology India LTd.
Mumbai
06.2019 - 09.2022
  • Implemented strategies that enhanced overall customer experience, resulting in increased customer retention and loyalty.
  • Facilitated regular reviews and meetings with national Sales teams and Distributors, fostering strong partnerships to drive increased business profitability.
  • Served as the main liaison for LFR and RFLR in India, guaranteeing efficient after-sales service operations.
  • Enhanced service efficiency through the review and resolution of daily service hold-ups and spare parts availability.
  • Managed an online portal for Service/Technical Advisors to ensure compliance with service standards and conducted detailed final inspections to ensure high-quality performance.
  • Proactively addressed customer complaints received from multiple sources to ensure timely resolution and foster positive customer relationships.
  • Organize and lead Service Camps in corporate offices, workshops, and various localities to enhance customer engagement and satisfaction.
  • Successfully manage dealer network expansion, identifying potential partners and driving growth in the assigned territory.
  • Collaborate with the Quality team to address customer complaints, providing expert guidance and ensuring the delivery of exceptional services.
  • Monitor manufacturing processes, troubleshoot problems, and drive process improvements in coordination with other departments, resulting in increased operational efficiency.

Manager-Service-INDIA

INTEX Technologies India
Delhi
11.2014 - 05.2019
  • Managing the expansion of service network, setting up service partners, and providing service training to achieve optimum service and spare parts reach.
  • Interfacing with clients and maintaining relations with them to ensure continued and repeated business, thereby increasing profitability.
  • Conceptualizing and implementing service plans and procedures for the organization, ensuring the accomplishment of business goals.
  • Focusing on close monitoring of service performance and feedback, customer expectations versus product delivery, and interface between market and plant for product improvements and developments.
  • Conducting audits to assess service center standards, developing improvement plans, and upgrading standards.
  • Conducting customer feedback surveys to identify concerns and taking result-oriented steps to maintain optimum customer satisfaction levels.

Service Manager

Karbonn Mobiles MP Service Branch United Telelinks (Bangalore) Ltd.
Bhopal
07.2010 - 11.2014

DSL Technical Support Executive (CCE / DSL Tech Level II)

Airtel Telemedia (Broadband)
Bhopal
06.2007 - 04.2010

Service In Charge

M/s. LG-CDMA (Authorized Service Centre)
Bhopal
04.2006 - 12.2006

Associate CCO & MIS Coordinator

M/s. LG-CDMA (Authorized Service Centre)
Gwalior
08.2004 - 12.2005

Skills

  • Operations Management
  • Customer Relationship Management
  • Post Service Operations
  • Service Delivery Excellence
  • Network Management
  • Strategic Planning and Development
  • Quality Management
  • SLA Compliance
  • Large Format Retail
  • Implementation and Execution
  • Innovation and Change Management
  • Cost-Benefit Analysis
  • Cross-Functional Coordination
  • Compliances / Waste / Disposal- Management

Personal Information

  • Date of Birth: 09/30

Languages

  • English
  • Hindi

Permanent address

Sector 9, Charkop Kandivali West Mumbai.

Timeline

Senior Manager- Service Operation - Onida-MIRC Industries Limited
11.2023 - Current
Business Development - Exigo Recycling Pvt Ltd
10.2022 - 07.2023
Manager-Service-INDIA - TCL India-TTE Technology India LTd.
06.2019 - 09.2022
Manager-Service-INDIA - INTEX Technologies India
11.2014 - 05.2019
Service Manager - Karbonn Mobiles MP Service Branch United Telelinks (Bangalore) Ltd.
07.2010 - 11.2014
DSL Technical Support Executive (CCE / DSL Tech Level II) - Airtel Telemedia (Broadband)
06.2007 - 04.2010
Service In Charge - M/s. LG-CDMA (Authorized Service Centre)
04.2006 - 12.2006
Associate CCO & MIS Coordinator - M/s. LG-CDMA (Authorized Service Centre)
08.2004 - 12.2005

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