Rajendra Prasad G

• 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 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.·

• 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.

• 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.

• 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.

• 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.

• 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.