SANTOSH KUMAR MISHRA
Lucknow
Summary
Results-driven Service Operations Professional with strong experience in managing service operations, dealer networks, spare parts sales, and customer service excellence. Proven ability to lead service teams, resolve complex technical issues, and achieve service performance targets. Skilled in improving operational efficiency, enhancing customer satisfaction, and maintaining high service quality standards.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
12
12
years of professional experience
1
1
Language
Work History
Area Service Incharge
Videocon Industries Ltd
04.2014 - 09.2018
- Managed overall service operations ensuring efficient and timely service delivery.
- Coordinated with dealer networks and service partners to improve service coverage.
- Promoted spare parts sales through service and dealer channels to increase revenue.
- Ensured quick resolution of customer complaints to maintain high satisfaction levels.
- Handled VIP customer issues and ensured effective service solutions.
- Monitored technician performance and provided guidance to improve productivity.
- Maintained strict RT (Response Time) and TAT (Turnaround Time) standards.
- Implemented strategies to reduce CRR (Customer Repeat Repair Ratio).
- Improved customer experience and increased HCS (Happy Calling Score).
- Prepared monthly performance reports and service analytics for management review.
- Motivated service engineers and support staff to achieve service targets.
- Ensured compliance with company service policies and quality standards.
- Key Achievements
- Achieved service targets within defined timelines.
- Maintained high customer satisfaction and service quality levels.
- Improved team productivity through effective supervision and motivation.
- Strengthened dealer relationships to improve service network performance.
Executive
Divyanshi Enterprises
02.2024 - Current
- Established long-term client relationships through consistent delivery of high-quality products and services.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
- Achieved company growth by implementing strategic marketing plans and business development initiatives.
- Expanded market presence by identifying new business opportunities and forging strategic partnerships.
- Boosted team morale and productivity through implementation of comprehensive employee development program.
- Improved stakeholder satisfaction with regular communication and updates on project progress and outcomes.
Education
Diploma - Electronics
U-Tech Institute of Electronics & Technology
LucknowBachelor of Science (B.Sc.) - undefined
Chhatrapati Shahu Ji Maharaj University
KanpurIntermediate (12th) - undefined
CBSE Board
High School (10th) - undefined
CBSE Board
Skills
Service Operations Management
Customer Relationship Management
Dealer Network Management
Spare Parts Sales & Distribution
Team Leadership & Staff Supervision
Service Quality Improvement
Complaint Handling & Resolution
Performance Monitoring & Reporting
Technical Troubleshooting
Supervision and leadership
Organization and time management
Calm under pressure
Teamwork and collaboration
EXTRA-CURRICULAR ACTIVITIES
Winner of 1st Prize in Choreography Competition Participated in technical and cultural events during academic career Active participant in sports activities Winner of 1st Prize in Choreography Competition Participated in technical and cultural events during academic career Active participant in sports activities
Timeline
Executive
Divyanshi Enterprises
02.2024 - Current
Area Service Incharge
Videocon Industries Ltd
04.2014 - 09.2018
Bachelor of Science (B.Sc.) - undefined
Chhatrapati Shahu Ji Maharaj University
Intermediate (12th) - undefined
CBSE Board
High School (10th) - undefined
CBSE Board
Diploma - Electronics
U-Tech Institute of Electronics & Technology
DECLARATION
I hereby declare that the information stated above is true and correct to the best of my knowledge and belief. Date: 2026-10-03 Place: Lucknow (Santosh Kumar Mishra)