Saravejeet Singh
New Delhi
Summary
Dynamic Operations Manager with a proven track record at Mobitech Creation Pvt. Ltd, excelling in service contract negotiations and channel partner management. Spearheaded process improvements that enhanced operational efficiency and elevated customer satisfaction. Adept at performance monitoring and fostering team collaboration, driving significant results in service excellence.
Overview
22
22
years of professional experience
Work History
Operation Manager- Oneplus
Mobitech Creation Pvt. Ltd
Noida-UP
08.2023 - Current
- Company Overview: Leading telecom company is TV and mobiles, OnePlus.
- Service contract negotiations, service process designing, and implementation.
- Expert in channel partner account management and relationships.
- Service channel creation (own/outsourced) in sync with the Sales Plan, distribution, and retail.
- Managed C-SAT and TAT targets, CPI (Cost per Incident), DPPM, Stabilization.
- Delegated work to staff, setting priorities and goals.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Led a team of 56 employees, ensuring high productivity, and excellent customer service.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Analyzed business performance data and forecasted business results for upper management.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Analyzed market trends and competitor activity to inform business strategy.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Monitored staff performance and addressed issues.
Regional Service Manager-North India
Compuage Infocom Ltd
New Delhi
10.2022 - 04.2023
- Company Overview: IT distribution company and service provider of leading brands such as Asus, AOC, Samsung CCTV cameras, Xerox, Vertiv, SanDisk, Altec, and many more.
- Identified training needs among staff members in order to maintain high quality standards.
- Evaluated existing processes for providing services and identified opportunities for improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Reviewed completed work to verify consistency, quality, and conformance.
- Conducted monthly performance reviews with staff to identify areas of improvement.
- Developed and implemented service policies and procedures to ensure customer satisfaction.
- Delegated work to staff, setting priorities and goals.
- Established relationships with key stakeholders such as suppliers, distributors, dealerships.
Service Operational Analyst
Lifenice E- Services Ltd
Noida-UP
10.2018 - 09.2022
- Company Overview: Registered name in India - Transsion Holding (Itel, Tecno, Infinix mobiles, LED TV, AC consumer durables, and small home appliances).
- Developed dashboards to visualize operational metrics across departments or regions.
- Conducted variance analysis to identify discrepancies and recommend corrective actions.
- Monitored vendor performance against established SLAs.
- Analyzed financial statements and identified potential risks associated with proposed projects or initiatives.
- Streamlined tasks and eliminated redundancy by verifying accurate data tracking of account records.
- Performed quantitative and qualitative evaluations to measure effectiveness of field programs and operations.
- Created test cases and scenarios for documentation and root cause analysis of bugs.
- Provided ongoing support for system implementations by troubleshooting issues as they arise.
- Prepared presentations summarizing operational performance results for executive leadership team review.
- Researched, analyzed and solved revenue management questions, including forecasting and inventory.
- Developed reports on operational performance trends and presented findings to senior management.
- Compiled and analyzed data to provide insights into operational performance, customer satisfaction, and other key metrics.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Manager Services for Philips Consumer Electronics India
Shenzhen Sang Fei Consumer Communication (TPV Technology India Pvt Ltd)
New Delhi
08.2011 - 09.2018
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
- Analyzed market trends and competitor activity to inform business strategy.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Ensured compliance with industry regulations and company policies.
- Conducted performance reviews for team members.
- Trained employees on additional job positions to maintain coverage of roles.
- Negotiated contracts and agreements with vendors and suppliers to reduce costs.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Created monthly reports for senior management summarizing operational performance metrics.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Reviewed completed work to verify consistency, quality, and conformance.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Led a team of 156 employees, ensuring high productivity, and excellent customer service.
- Implemented process improvements, resulting in an increase in operational efficiency.
- Streamlined communication channels, improving information flow and decision-making speed.
- Exceeded customer satisfaction by finding creative solutions to problems.
Head Services- Jivi Mobiles & Consumer Goods
Conplex International ltd
New Delhi
10.2009 - 07.2011
- Worked effectively in team environments to make the workplace more productive.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Maintained updated knowledge through continuing education and advanced training.
- Operated a variety of machinery and tools safely and efficiently.
- Identified needs of customers promptly and efficiently.
Service Manager
Lemon mobiles
Noida-UP
09.2008 - 09.2009
- Service process designing and implementation.
- Establishment of pan-India operations, delivery standards, and functions.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Identified opportunities to increase efficiency through automation or process re-engineering.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Developed and maintained relationships with customers, vendors, and suppliers.
- Proposed or approved modifications to project plans.
- Assisted in the development of marketing campaigns targeted at increasing sales opportunities from existing clients.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Established key performance indicators (KPIs) for the service team to measure success and productivity.
- Addressed customer questions and concerns regarding products and services.
- Produced thorough, accurate and timely reports of project activities.
- Maintained accurate records of all service requests, including resolution times and costs incurred.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Implemented quality assurance protocols to ensure timely completion of projects according to customer specifications.
- Conducted regular training sessions for staff on new technologies and customer service best practices.
- Reviewed completed work to verify consistency, quality, and conformance.
- Managed service staff to ensure customer satisfaction and compliance with company policies.
- Monitored and analyzed service metrics to identify trends and areas for improvement.
- Developed strategies for improving customer experience through enhanced product features or improved processes.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Developed and implemented service protocols to enhance operational efficiency.
- Improved customer satisfaction ratings by listening to complaints and finding appropriate solutions to problems.
- Led the recruitment and hiring process for new service department staff.
- Implemented customer feedback mechanisms to gather insights and improve service offerings.
- Prioritized and delegated daily work tasks to meet anticipated project goals.
- Managed inventory levels of parts necessary for servicing customers' needs.
- Established and enforced safety protocols to ensure a safe working environment for all employees.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted performance reviews and provided constructive feedback to staff members.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
Regional Service Manager- West India
Salora International Ltd
Mumbai
12.2006 - 12.2008
- Company Overview: Sony Ericsson Mobile Division.
- Managed customer satisfaction and channel satisfaction across the levels of aftersales channels and functions.
- Reviewed completed work to verify consistency, quality, and conformance.
- Analyzed business performance data and forecasted business results for upper management.
- Analyzed data from customer surveys to improve services provided across the region.
- Identified training needs among staff members in order to maintain high quality standards.
- Established relationships with key stakeholders such as suppliers, distributors, dealerships.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Service Incharge- East and South
Usha Lexus Electronics
Bangalore
11.2004 - 11.2006
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Completed day-to-day duties accurately and efficiently.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Completed routine maintenance and repair.
- Recognized by management for providing exceptional customer service.
- Managed inventory and supplies to ensure materials were available when needed.
- Maintained updated knowledge through continuing education and advanced training.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Worked effectively in team environments to make the workplace more productive.
- Managed household errands and other essential duties.
Sr. Engineer
HCL Infinet Ltd
Noida-UP
03.2003 - 10.2004
- Company Overview: (NOKIA)
- Conferred with technical personnel to prepare designs or operational plans.
- Communicated with clients and coworkers about analysis results.
- Directed the allocation of resources, including budget, personnel, and materials, to maximize productivity and meet project deadlines.
- Coordinated with suppliers and vendors to negotiate contracts and secure high-quality materials within budget.
- Fulfilled orders by successfully planning, budgeting, and coordinating projects.
- Designed materials for industrial or commercial applications.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed inventory and supplies to ensure materials were available when needed.
Education
Degree in Electronics - Communication Engineering
IEEE
01.2007
3 Years Diploma in Engineering - Electronics with Communication
GTBPI
New Delhi01.2003
Skills
- Service contract negotiations
- Channel partner account management
- Business intelligence
- Performance monitoring
- Operational efficiency
- Business analysis and reporting
- Policy and procedure development
- Managing operations and efficiency
- Quality control
Languages
- English
- Hindi
- Punjabi
Personal Information
- Citizenship: Indian
- Date of Birth: 02/12/81
- Marital Status: Married
Timeline
Operation Manager- Oneplus
Mobitech Creation Pvt. Ltd
08.2023 - Current
Regional Service Manager-North India
Compuage Infocom Ltd
10.2022 - 04.2023
Service Operational Analyst
Lifenice E- Services Ltd
10.2018 - 09.2022
Manager Services for Philips Consumer Electronics India
Shenzhen Sang Fei Consumer Communication (TPV Technology India Pvt Ltd)
08.2011 - 09.2018
Head Services- Jivi Mobiles & Consumer Goods
Conplex International ltd
10.2009 - 07.2011
Service Manager
Lemon mobiles
09.2008 - 09.2009
Regional Service Manager- West India
Salora International Ltd
12.2006 - 12.2008
Service Incharge- East and South
Usha Lexus Electronics
11.2004 - 11.2006
Sr. Engineer
HCL Infinet Ltd
03.2003 - 10.2004
Degree in Electronics - Communication Engineering
IEEE
3 Years Diploma in Engineering - Electronics with Communication
GTBPI
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