Seasoned Regional Service Manager with a proven track record of more than 16 years in Service Delivery operations, excelling in Root Cause Analysis and Team Leadership. Achieved over 40 Lacs in annual cost savings and recognized with the Guiding Star award. Expert in driving strategic improvements, enhancing client relationships, and leading teams to exceed KPI targets.
Hi, I’m
Pramod Kumar
Kochi
Summary
Overview
18
years of professional experience
1
Certification
Work History
Reliance RetailKochi
Regional Service Manager
01.2021 - Current
Job overview
- Regional Service Manager, Apple Service Operations, Region-South.
- Responsibilities: KPIs, revenue, team management, strategic planning, partner management, cost control, and profitability for assigned locations; process adherence.
- Achievements: 27+ lacs annual cost saving for FY'21-22, 12+ lacs annual cost saving for FY'22-23, rated as the highest improvement region.
- Guiding Star Award in December 2023 for the contribution in challenging situations.
- Ensured compliance with all applicable laws and regulations related to service delivery.
- Developed and implemented service policies and procedures to ensure customer satisfaction.
- Established relationships with key stakeholders such as suppliers, distributors, dealerships.
Extramarks EducationKochi
Zonal Manager
02.2018 - 01.2021
Job overview
- Zonal Support Manager, Implementation, and Service of Digital Classroom Solutions.
- Jan 2018 - Oct 2018 (Delhi-NCR) and Oct 2018 - Feb 2021 (Kerala)
- Responsibilities: SLA, Escalation Management, Team Management, Cost Control, Customer Satisfaction, Planning with the Sales Team.
- Achievements: Improved Delhi-NCR zone performance, and successfully revamped Kerala operations within 2 months. Elevated customer satisfaction scores through enhanced process management and proactive service strategies.
Next EducationNew Delhi
Operations Manager
05.2017 - 09.2017
Job overview
- Operations Manager, Delhi-Haryana: implementation and service of digital classroom solutions.
- Responsibilities: SLA, Customer Satisfaction, Escalation Management, Team Management, Cost Control, PMS Planning, Planning for Training and Development of the Team, Partner Management.
- Achievements: To become an integral part of operations and start escalation management with OEMs for pan India.
Appsdaily Solutions Pvt LtdNew Delhi
Area Operation Manager
11.2016 - 02.2017
Job overview
- Managing service support against Insurance Claims for UP West as Area Manager Service
- Responsibilities ; SLA, Escalation Management, Collections and Deposits Tracking, Handle Legal Issues, Improvement Planning with Sale Team, Partner Management
- Achievements ; Provided training and daily operations module to locations for better management of store operations
F1 Info Solutions ServicesNew Delhi
Assistant Branch Manager
01.2011 - 05.2012
Job overview
- Branch Manager - Multi brand service centre, Delhi
- Responsibilities ; SLA, CSAT, Profitability, Cost Control, Team Training and Development, Strategic Planning for improvement, Process Implementation
- Achievements ; Awarded as Best Branch Manager, Promotion within company from Senior Executive to Branch Manager, Highest EBITDA performance Pan India
Esys Information Technologies LtdNew Delhi
Service Executive
09.2006 - 04.2012
Job overview
- Customer support for walk-in and onsite calls. Daily reporting for open calls, and alignment of engineers.
Education
Sikkim Manipal University (SMU)
MBA/PGDM
01.2014
University Overview
Delhi University
B.Com
01.2011
University Overview
Hindi
XIIth
01.2006
University Overview
Hindi
Xth
01.2004
University Overview
Skills
- Root Cause Analysis
- Data Analytics
- Team Leadership
- Client Relationship Management
- KPI planning and target achievement
- Change Management
- Visual Dashboards and Data Storytelling
- Staff training and development
- Compliance Management
- Escalation Management
- Cost Management
- SLA Planning & Delivery
Certification
- Accredited People Manager - Gold Level
- Data Analytics Course by Google 'Foundations: Data, Data, Everywhere'
- Microsoft Excel - Advance Level
- ITIL 4
- Root cause analysis - Getting to the root cause of business problems
- Managing organization changes for managers
- Looker studio for Marketers (Data visualization tools by Google)
Languages
Languages
- Hindi
- Malayalam
- English
Projects
Projects
Device Health Check-Up Camp at IIT Roorkee (Under Reliance resQ), Team Lead, Led a team of 6 members to organize a free device health check-up camp for laptops, tablets, and desktops, catering to the IIT Roorkee community., Successfully facilitated over 250 service tokens, receiving 50+ positive feedbacks from satisfied IITians., Personally managed the end-to-end process, including introducing and pitching the project to college deans and obtaining necessary permissions., Overseeing branding efforts to promote the event across the campus., Designing and implementing an efficient QR code-based token system for seamless service management., Overcame logistical challenges to deliver a well-organized and impactful event, ensuring high engagement and satisfaction among participants.
Social link
Social link
https://www.linkedin.com/in/pramodkumar-25289b138
Total Experience
Total Experience
16 Years 4 Months
Timeline
Regional Service Manager
Reliance Retail
01.2021 - Current
Zonal Manager
Extramarks Education
02.2018 - 01.2021
Operations Manager
Next Education
05.2017 - 09.2017
Area Operation Manager
Appsdaily Solutions Pvt Ltd
11.2016 - 02.2017
Assistant Branch Manager
F1 Info Solutions Services
01.2011 - 05.2012
Service Executive
Esys Information Technologies Ltd
09.2006 - 04.2012
Sikkim Manipal University (SMU)
MBA/PGDM
Delhi University
B.Com
Hindi
XIIth
Hindi
Xth
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