RAHUL BHATTACHARJEE
Regional Service Manager
Kolkata,WB
Summary
Accomplished Service & Operations Leader with 14+ years in retail operations and service delivery within telecom and consumer electronics. Expertise in scaling service networks and enhancing customer experience through effective operational strategies. Proficient in P&L management, team leadership, and process optimization, dedicated to driving customer satisfaction and supporting business growth.
Overview
1
1
Certification
14
14
years of professional experience
Work History
Regional Service Manager
OnePlus Technologies
06.2021 - Current
- Key Contributions:
- Led end-to-end operations of multiple service centers across the region, ensuring SLA adherence and service excellence for both Oppo & OnePlus.
- Enhanced customer experience and engagement, resulting in higher NPS and fewer escalations.
- Managed key operational trackers including spare parts availability, escalations, defective returns, and field performance metrics.
- Monitored and optimized P&L for company-owned service centers, managing costs to support profitability.
- Designed and implemented service procedures, policies, and operational strategies aligned with organizational governance.
- Expanded service network based on sales projections, increasing customer reach and support efficiency.
- Recruited and mentored service teams, establishing a high-performance culture.
State Jio Point Lead
Reliance Jio Infocomm Ltd.
04.2018 - 06.2021
- Outlined major achievements in role
- Managed a network of 400+ Jio Points across suburban and rural Bengal, ensuring compliance with service standards.
- Ensured SLA-driven service delivery and customer satisfaction across all locations, enhancing overall customer experience.
- Led network expansion initiatives, coordinating infrastructure readiness and manpower training.
- Oversaw inventory and stock movement, achieving timely fulfillment and maintaining quality-controlled returns.
- Managed refurbishing operations with a team of 15+ engineers, maintaining
- Conducted audits and compliance checks with Loss Prevention teams, reinforcing operational integrity and compliance standards.
Field Service Manager
Xiaomi Technology India Pvt. Ltd.
11.2016 - 04.2018
- Key Contributions:
- Managed service network load distribution across territories, optimizing response times for high service volumes.
- Ensured 24-hour turnaround time for repairs and service delivery in line with warranty policies.
- Handled dealer escalations, improving satisfaction and resolution efficiency.
- Led turnaround initiatives for underperforming franchisees, improving performance metrics and facilitating financial settlements.
- Conducted audits of franchise operations, ensuring adherence to company standards and enhancing operational consistency.
- Maintained optimal inventory levels (45-day cycle) and managed procurement processes.
Service In-Charge
Reliance Retail Ltd.
09.2012 - 11.2016
- Highlighted significant achievements in various projects.
- Delivered high-quality customer service with strong focus on TAT and satisfaction.
- Oversaw service operations and resource planning to ensure seamless execution.
- Managed the HVAC operations of all Reliance owned stores & Jio centers & responsible for service maintenance, repair, installation & service contract of inter dept.
- Acted as SPOC of the East region for escalations and critical incidents, providing RCA to reduce recurrence.
- Supported vendor and seller operations to enhance service delivery.
- Monitored operational costs to align with quarterly budget targets.
- Enhanced financial performance by driving primary sales and optimizing operational processes.
Education
PGDM - Marketing & Operations
SDMIMD
Mysore01-2012
B.Tech - Electronics & Communication
SMIT (Techno India Group)
01-2009
Higher Secondary - Science
Dishergarh AC Institution
Dishergarh03-2004
Secondary -
01-2002
Skills
- Retail operations
- Supply chain management
- Customer experience
- Incident management
- Service Network Optimization
- Vendor Relationship Management
- Customer Retention Strategies
- Cost optimization
- Technical Service Management
- Operational Compliance Management
- Retail Management Systems
- Service Delivery Management
- Service Improvement Framework
- Service Level Optimization
- Operational Performance Management
- Operational Efficiency Improvement
Personal Information
Date of Birth: 1986-10-23
Certification
ITIL Foundation (AXELOS Certified), ITIL Expert / MALC – In Progress
Timeline
Regional Service Manager
OnePlus Technologies
06.2021 - Current
State Jio Point Lead
Reliance Jio Infocomm Ltd.
04.2018 - 06.2021
Field Service Manager
Xiaomi Technology India Pvt. Ltd.
11.2016 - 04.2018
Service In-Charge
Reliance Retail Ltd.
09.2012 - 11.2016
PGDM - Marketing & Operations
SDMIMD
B.Tech - Electronics & Communication
SMIT (Techno India Group)
Higher Secondary - Science
Dishergarh AC Institution