Sandeep Rathore
Senior Manager
Gurugram
Summary
Results-driven operations and investigations leader with over 18 years of experience across global consumer electronics brands. Proven track record in forensic investigations, customer service strategy, compliance audits, and stakeholder engagement. Adept at uncovering fraud, driving service excellence, and leading cross-functional teams to deliver measurable impact.
Overview
18
18
years of professional experience
3
3
Languages
Work History
Senior Manager
Samsung Electronics
08.2013 - 12.2024
- Led forensic investigations including whistleblower complaint screening, gathering facts, evidence collection and suspect interviews.
- Conducted admission-seeking and information-gathering interviews; authored detailed investigation reports.
- Collaborated on people action recommendations and recovery of fraudulent transactions.
- Oversaw customer care audits, warranty claim analysis, and productivity enhancement initiatives.
- Managed cross-functional stakeholder relationships and drove service process improvements.
Customer Service Executive
LG Electronics India Ltd.
01.2010 - 07.2012
- Directed service delivery for Aircon across ASC, ASP, and SSD networks.
- Managed onboarding of new service partners and streamlined operational processes.
- Monitored service KPIs including RTAT, Fill Ratio, AMC billing, and spare part consumption.
- Administered 24×7 call center operations and resolved escalated service issues.
- Coordinated spare part logistics from domestic and international factories.
- Conducted audits to control FFR and ensured system integrity across GSFS and GERP platforms.
Service Operations
Blue Star
01.2009 - 12.2009
- Supported service delivery and operational audits across regional service centers.
Service Executive
Whirlpool of India
12.2006 - 12.2008
- Managed customer service operations and contributed to process optimization initiatives.
Education
Bachelor of Technology - Mechanical Engineering
Diploma - Mechanical Engineering
Skills
- Investigations & Compliance
- Fraud & bribery investigations
- Ethical conduct reviews
- Interviewing & interrogation techniques
- Market intelligence & fact gathering
- Report writing & documentation
- Service Strategy & Operations
- Service revenue expansion
- Warranty statistics analysis
- KPI evaluation & root cause analysis
- Ad-hoc audits & process improvement
- Logistics & Vendor Management
Spare parts & AMC billing
- Inventory oversight & credit utilization
- Service partner performance reviews
- Leadership & Communication
- Stakeholder engagement
- People management
- Customer relationship management
Timeline
Senior Manager
Samsung Electronics
08.2013 - 12.2024
Customer Service Executive
LG Electronics India Ltd.
01.2010 - 07.2012
Service Operations
Blue Star
01.2009 - 12.2009
Service Executive
Whirlpool of India
12.2006 - 12.2008
Diploma - Mechanical Engineering
Bachelor of Technology - Mechanical Engineering
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