Summary
Results-oriented Service Leader with expertise in process optimisation and quality control. Achieves significant improvements in customer satisfaction and service efficiency through targeted team training and comprehensive performance tracking. Leverages data analytics to inform strategic decisions and drive continuous improvement initiatives.
Company & Products Service.
AGARO
Kitchen Appliances, Home Appliances, Air Fryers, Geysers, OTG, Microwave Ovens, Vacuum Cleaners, Coffee Machines, Treadmills, Personal Care Appliances
Duracell
Power Banks, Cables, Chargers, and Batteries.
Vivo
Smartphones (X-Series, V-Series, Y-Series) and Mobile Accessories
Reliance
JioPhone, LYF Smartphones, JioFi, Accessories
Videocon
Smartphones, Feature Phones, Tablets
Haier
Smartphones, Feature Phones, Tablets
ZTE
GSM Phones, CDMA Phones, Data Cards, Telecom Devices
D-Link
Motherboards, Modems, Switches, Routers, Wi-Fi Systems
Overview
4
4
Languages
1
1
Certificate
25
25
years of professional experience
Work History
Manager
Universal Corporation Ltd.
, India
11.2019 - Current
- Led after-sales service operations across multiple regions, managing a network of 100+ technicians, supervisors, support staff, and an Authorised Service Partner.
- Improved Customer Satisfaction (CSAT)from 40% to 90% within three years through service excellence initiatives and process improvements.
- Directed call center operations, significantly improving customer experience and service quality metrics.
- Reduced service turnaround time by 35%by reengineering service processes and optimising workflows.
- Established and monitored KPIs, SLAs, escalation matrices, and service governance frameworks to drive operational excellence.
- Collaborated with product management and vendor teams through Field Failure Reports (FFR) to improve product quality, serviceability, and customer support.
- Managed spare parts forecasting, inventory planning, and logistics to ensure timely service delivery and high first-time fix rates.
- Ensured compliance with audit standards, service quality benchmarks, and complaint resolution protocols.
- Designed and delivered targeted technical and customer service training programmes to enhance workforce capability and performance.
- Developed and implemented service policies, SOPs, and operational processes to improve efficiency and consistency across the service network.
- Streamlined partner warranty claim settlement processes, reducing processing time and improving partner satisfaction.
- Expanded the authorised service network in alignment with business growth and sales objectives.
- Supervised refurbishment operations at Kolkata service centres, ensuring adherence to quality standards and cost optimisation.
- Conducted performance evaluations, training sessions, and team-building initiatives to improve employee engagement and productivity.
- Led training programmes for new employees, enhancing their skills and knowledge in service management.
- Oversaw inventory management, ensuring availability of necessary parts and equipment.
- Managed budget for the service department, optimising resources without compromising quality.
- Advised senior management on facilities needs and delivered ongoing operational support.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
- Negotiated contracts with key suppliers, reducing costs by 15% while maintaining high-quality service standards.
- Prepared detailed service reports for senior management, highlighting achievements, challenges, and areas for strategic investment.
- Analysed service data to identify trends, driving continuous improvement initiatives that reduced downtime by 25%.
- Maintained up-to-date knowledge of industry regulations, ensuring compliance in all aspects of service delivery.
- Conducted regular performance reviews, identifying areas for development and implementing targeted improvement plans.
- Managed the allocation of resources, ensuring optimal deployment of personnel and equipment to meet service demands.
- Led crisis management efforts during service outages, minimising impact on customers and restoring operations swiftly.
- Facilitated cross-functional team meetings to discuss service challenges, fostering a culture of open communication and collaboration.
- Established robust quality control processes, achieving a 98% first-time fix rate across all service calls.
- Led the deployment of a new IT system, streamlining service processes and improving response times by 30%.
- Directed comprehensive training programmes for staff, significantly improving technical skills and service quality.
- Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Optimised workforce scheduling, balancing team workload to prevent burnout and maintain morale.
- Collaborated with HR to design a talent acquisition strategy, reducing time-to-hire by 40%.
Manager
Vivo Communication Device Private Ltd.
08.2018 - 11.2018
- Led after-sales service operations across West Bengal and the Andaman Islands, managing company technicians and authorised service to deliver high customer satisfaction.
- Managed a team of 80+ service professionals, ensuring adherence to service quality standards, operational excellence, and audit compliance.
- Monitored service call closure audits and open complaint resolution, ensuring compliance with defined Service Level Agreements (SLAs) and quality benchmarks.
- Managed complaint escalation matrices and SLA adherence for the Service Center and the company technicians, ensuring timely issue resolution.
- Drove service revenue generation and consistently achieved operational and business targets in line with organisational plans.
- Expanded the authorised service network to support business growth and improve service accessibility across assigned regions.
- Partnered with dealers and Regional Distribution Stockists (RDS) to resolve service concerns promptly, strengthening channel relationships and customer experience.
- Led resolution of complex field complaints and customer escalations, ensuring timely closure and high levels of customer satisfaction.
- Oversaw warehouse operations for spare parts, improving inventory planning, demand forecasting, and parts availability to support efficient service delivery.
- Designed and conducted technical, repair, and process training programs for service partners and technicians, enhancing workforce capability and first-time fix rates.
- Prepared and presented comprehensive weekly and monthly MIS reports to track operational performance, service KPIs, and business metrics.
- Implemented continuous process improvements to enhance service efficiency, partner performance, and overall operational effectiveness.
- Supervised technical work according to applicable best practices and regulatory requirements.
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
Manager
Reliance Retail Limited
11.2015 - 02.2018
- Led technical support, service quality, and training initiatives across the assigned circle Rest Of West Bengal, driving customer satisfaction and operational excellence.
- Identified training needs and designed capability development programs to enhance technical proficiency and team performance.
- Planned and conducted technical training sessions for Digital Repair Specialists (DRS) on new product launches, diagnostics, troubleshooting, and repair processes.
- Developed and maintained the annual training calendar, ensuring timely execution, high participation, and effective knowledge transfer.
- Evaluated training effectiveness through assessments, performance tracking, and post-training feedback to drive continuous improvement.
- Analysed service call closure and part call data to identify operational anomalies and implement corrective actions, improving service delivery efficiency.
- Investigated repeat repair cases, implemented root cause analysis (RCA), and introduced corrective measures to reduce repeat failures and improve first-time fix rates.
- Monitored Field Failure Reports (FFR) and identified product quality trends, providing timely updates and recommendations to National Headquarters (NHQ).
- Reviewed spare parts consumption and part call trends, identifying abnormalities and submitting regular analytical reports to NHQ.
- Collaborated with product engineering and vendor teams to report product performance issues, share field feedback, and support Firmware Over-the-Air (FOTA) release improvements.
- Conducted process and inventory audits of Jio Centers (JC) to ensure compliance with service standards and optimise spare parts utilisation.
- Implemented control measures for PCB consumption through effective diagnostics, troubleshooting, and repair best practices, reducing unnecessary part replacements and service costs.
Manager
Planet Mobile Pvt. Ltd (Videocon)
06.2013 - 11.2015
- Led after-sales service operations across East India through Authorised Service Partners (ASPs)and Level 3 (L3) Repair Centers, ensuring high service quality and customer satisfaction.
- Managed L3 Repair Centers across Kolkata, Assam, Bhubaneswar, Bihar, and Jharkhand, overseeing refurbishment of Dead-on-Arrival (DOA) units and dealer stock while maintaining quality standards.
- Supervised VRLC (Vendor Regional Logistics Centre) operations to ensure efficient spare parts warehousing, inventory management, and timely parts availability.
- Ensured timely settlement of partner warranty claims while driving expansion of the authorised service network in line with business and sales objectives.
- Prepared and presented comprehensive weekly and monthly MIS reports, providing operational insights to support strategic decision-making.
- Conducted operational and compliance audits of ASPs and VRLCs, ensuring adherence to company processes, quality standards, and service KPIs.
- Designed and delivered technical, repair, and process training programs for service partners to improve technical competency, repair quality, and first-time fix rates.
- Analysed repeat repair cases and implemented corrective actions to reduce recurring failures and enhance customer satisfaction.
- Conducted biweekly Material Stock Level (MSL) reviews to optimise spare parts availability, improve inventory control, and enhance ASP operational efficiency.
- Optimised spare parts logistics and coordinated closely with dealers and Regional Distribution Service (RDS) teams to ensure seamless service support.
- Managed customer complaints and field escalations, ensuring timely resolution in accordance with defined Service Level Agreements (SLAs).
- Collaborated with cross-functional teams to drive continuous process improvements, strengthen partner performance, and enhance overall service operations.
- Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
Manager
Haier Telecom (I) Private Limited.
09.2010 - 06.2013
- Led after-sales service operations across East India through Authorised Service Partners (ASPs), including Redington, and a centralised Level 4 (L4) Repair Centre, ensuring high service quality, SLA compliance, and customer satisfaction.
- Managed end-to-end operations of the L4 Repair Centre in Kolkata, overseeing complex repairs, refurbishment activities, and technical support to improve regional service delivery.
- Supervised refurbishment of Dead-on-Arrival (DOA) units and dealer stock, ensuring adherence to quality standards and minimising turnaround time.
- Designed and delivered technical, repair, and process training programs for service partners, enhancing technical competency, repair quality, and operational efficiency.
- Managed complaint closure in accordance with defined Service Level Agreements (SLAs)by coordinating with ASPs and resolving field escalations within committed timelines.
- Conducted operational and compliance audits of ASPs, warehouses, and the L4 Repair Centre to ensure adherence to company policies, quality standards, and service processes.
- Analysed repeat repair cases, performed root cause analysis (RCA), and implemented corrective actions to reduce recurring failures and improve product reliability.
- Streamlined spare parts planning and distribution, achieving a 24-hour turnaround time for spare parts availability across the service network.
- Developed and maintained Minimum Stock Level (MSL) planning, ensuring 21-day inventory at regional warehouses and 30-day inventory at the L4 Repair Centre to optimise parts availability and inventory efficiency.
- Coordinated spare parts logistics for ASP operations, ensuring seamless supply chain execution and uninterrupted service delivery.
- Expanded the authorised service network in alignment with business growth and sales objectives, improving regional service coverage.
- Conducted pre-launch product testing and collaborated with product development teams to identify field issues, provide technical feedback, and improve product quality before commercial launch.
- Built and maintained strong relationships with strategic B2B customers, including TATA, ensuring timely issue resolution, consistent service performance, and customer satisfaction.
- Performed competitor benchmarking and analysed after-sales service practices to identify improvement opportunities and strengthen service strategies.
- Partnered with sales teams and key customers to organise service camps, enhancing customer engagement, brand confidence, and after-sales support.
- Prepared and presented comprehensive weekly and monthly MIS reports covering service performance, SLA adherence, turnaround time, partner performance, inventory metrics, and key operational KPIs to support business decision-making.
- Monitored staff performance and developed improvement plans.
Manager
ZTE Telecom (I) Pvt. Ltd.
08.2006 - 08.2010
- Led after-sales service operations across East India through exclusive service centers and authorised service partners, including Adonis, Redington, TVS Service Tech, UCom, and RTE Outsourcing.
- Managed critical service improvement projects to address product quality issues, including software flashing campaigns, charger replacement initiatives, and other field corrective actions.
- Enhanced partner capability by designing and delivering technical, process, and operational training programs for service engineers and partner teams.
- Oversaw reverse logistics and Vodafone device swap operations through Drive India Enterprise Solutions Limited (DIESL), ensuring SLA compliance and operational efficiency.
- Managed spare parts logistics, warehouse operations, and inventory planning to ensure timely availability of critical components across the service network.
- Optimized warehouse operations by implementing and maintaining a 45-day Minimum Stock Level (MSL) for Authorized Service Partners (ASPs), improving parts availability and reducing service delays.
- Conducted operational and compliance audits of ASPs and warehouses to ensure adherence to company policies, quality standards, and customer service requirements.
- Managed complaint closure and SLA compliance through effective coordination with ASPs, while resolving field escalations within defined turnaround times.
- Analysed repeat repair cases, identified root causes, and implemented corrective actions to improve first-time fix rates and reduce recurring failures.
- Conducted pre-launch product testing and collaborated with product development teams to identify issues, provide field feedback, and improve product reliability before market launch.
- Ensured timely settlement of partner warranty claims, strengthening partner relationships and improving operational efficiency.
- Built and maintained strong relationships with key B2B customers, including Reliance, Vodafone, and Airtel, ensuring consistent service delivery and customer satisfaction.
- Partnered with sales teams to organize service camps, enhancing customer engagement, service accessibility, and brand experience.
- Generated additional service revenue through spare parts sales, component replacement, and out-of-warranty repair programs.
- Monitored competitor aftersales service practices and market trends to identify improvement opportunities and strengthen service strategies.
- Managed service operations across 200+ Swap Centers, ensuring compliance with logistics SLAs, inventory planning, and Minimum Stock Level (MSL) requirements.
- Prepared and presented comprehensive weekly and monthly MIS reports covering service performance, call trends, SLA adherence, partner performance, and operational KPIs to support management decision-making.
RMA Engineer
D-Link India Limited.
02.2002 - 07.2006
- Led after-sales service operations across North India and East India through RMA Centre (Return Material Authorisation) to dealers, ensuring timely issue resolution, high service standards, and strong channel relationships.
- Ensured product repairs consistently met defined KPIs, improving service quality, turnaround time, and customer satisfaction.
- Managed end-to-end service operations by leading cross-functional teams comprising service engineers, logistics, and finance professionals to deliver seamless customer support.
- Led operations at a specialised Level 4 (L4) Repair Centre, overseeing complex repairs, quality assurance, and technical support while maintaining high service standards.
- Developed and maintained Minimum Stock Level (MSL) planning for critical spare components, optimising inventory availability and improving operational efficiency.
- Built and maintained strong relationships with key B2B partners, including HCL, Samsung, CMC, and Spice Net, through regular engagement, proactive issue resolution, and collaborative service improvements.
- Coordinated with internal stakeholders and external partners to ensure timely repair execution, spare parts availability, and adherence to service commitments.
- Prepared and presented detailed weekly and monthly MIS reports covering service calls, repair performance, turnaround time, KPI achievement, and operational metrics to support management decision-making.
- Drove continuous process improvements to enhance repair quality, operational efficiency, and the overall customer experience.
Education
Master of Business Administration - Operations and Marketing
01-2011
Graduate Diploma - Electronics Engineering
01-2007
Higher Secondary Education -
01-1998
Secondary -
01-1995
Skills
- Technical support
- Customer relationship management
- Logistics management
- Inventory management
- Performance tracking
- Customer feedback analysis
- Data analytics
- Process optimisation
- Quality control
- Financial budgeting
- Technical troubleshooting
- Network growth
- Problem solving
- Decision making
Certification
- Vivo, Participate in a workshop on the 6S standard, telephone etiquette, and spare parts planning.
- LYF, Explore mobility and non-mobility products, including home gateways and dongles, in our informative workshop.
- Videocon, Participate in a workshop focused on IT and mobility products to stay ahead of industry trends.
- Haier, Learn about IT products, appliances, and mobility solutions in an engaging workshop.
- ZTE, Enhance my project management skills in our focused workshop.
- ZTE, Get hands-on experience with software reflashing for GSM, CDMA, and data cards in our technical workshop.
- Gigabyte, Learn about schematic diagrams and motherboards in our specialized workshop.
- D-Link, Learn IT and networking essentials like motherboards, modems, and routers in our comprehensive workshop.
Languages
English
Advanced
C1
Hindi
Advanced
C1
Odiya
Upper Intermediate
B2
Bengali
Upper Intermediate
B2
Timeline
Manager - Universal Corporation Ltd.
11.2019 - Current
Manager - Vivo Communication Device Private Ltd.
08.2018 - 11.2018
Manager - Reliance Retail Limited
11.2015 - 02.2018
Manager - Planet Mobile Pvt. Ltd (Videocon)
06.2013 - 11.2015
Manager - Haier Telecom (I) Private Limited.
09.2010 - 06.2013
Manager - ZTE Telecom (I) Pvt. Ltd.
08.2006 - 08.2010
RMA Engineer - D-Link India Limited.
02.2002 - 07.2006
NIM - Master of Business Administration, Operations and Marketing
NIE - Graduate Diploma, Electronics Engineering
Dalmia Colleage - Higher Secondary Education,
St. Gregorious School - Secondary,
Personal Information
Father's Name: Shri. Gobinda Chandra Ghadai
Resident Address: 24 Baishnab Ghata Road, Kolkata, West Bengal, 700047
Recognisation
- Vivo, Achieved a top-5 ranking in PAN India, rising from 24th to 5th place.
- Reliance, Consistently ranked in the top 5 nationwide in the A category, demonstrating exceptional performance., Received an appreciation card from the Sales and Distribution Head.
- Videocon, Recognized for enhancing operations at the Service and L3 Repair Centre in Bihar, Jharkhand, Odisha, Kolkata, Assam, and the Northeast by the CSD Head.
- Haier, Achieved a reduction in reverse logistics turnaround time from 20 days to 10 days, and improved spare parts order execution to 24 hours, as praised by the Logistics Head.
- ZTE, Received an appreciation letter from MTS Kolkata for exceptional aftersales service, leading to the opportunity to manage logistics for 200 Vodafone swap centers., Honored with a reward for successfully completing the 'Software Flashing' project for 200,000 handsets.
- D-Link, Recognized by headquarters in China for establishing branded service centers in Kolkata and Patna., Chosen as a key contributor in setting up company owned service centers in Delhi and Kolkata.
Hobbies and interests
- Music
- Reading
- Food
Personal Information
Father's Name: Shri. Gobinda Chandra Ghadai
Resident Address: 24 Baishnab Ghata Road, Kolkata, West Bengal, 700047
Recognisation
- Vivo, Achieved a top-5 ranking in PAN India, rising from 24th to 5th place.
- Reliance, Consistently ranked in the top 5 nationwide in the A category, demonstrating exceptional performance., Received an appreciation card from the Sales and Distribution Head.
- Videocon, Recognized for enhancing operations at the Service and L3 Repair Centre in Bihar, Jharkhand, Odisha, Kolkata, Assam, and the Northeast by the CSD Head.
- Haier, Achieved a reduction in reverse logistics turnaround time from 20 days to 10 days, and improved spare parts order execution to 24 hours, as praised by the Logistics Head.
- ZTE, Received an appreciation letter from MTS Kolkata for exceptional aftersales service, leading to the opportunity to manage logistics for 200 Vodafone swap centers., Honored with a reward for successfully completing the 'Software Flashing' project for 200,000 handsets.
- D-Link, Recognized by headquarters in China for establishing branded service centers in Kolkata and Patna., Chosen as a key contributor in setting up company owned service centers in Delhi and Kolkata.
Hobbies and interests
- Music
- Reading
- Food
Personal Information
Father's Name: Shri. Gobinda Chandra Ghadai
Resident Address: 24 Baishnab Ghata Road, Kolkata, West Bengal, 700047