Freshdesk
Saurabh Sharma
Operation Manager cum Entrepreneur
New Delhi,Delhi
Summary
Seasoned Operations Manager and talented leader with 18 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
30
30
years of professional experience
3
3
years of post-secondary education
2
2
Languages
Work History
Property Consultant
Gurudev Enterprises
New Delhi
12.2022 - Current
- Negotiated favorable contract terms for clients through strong communication and negotiation skills.
- Assisted clients with property acquisitions, guiding them through the entire process from initial search to closing transactions.
- Conducted comprehensive property valuations to determine competitive market pricing.
- Provided comprehensive after-sales support services including maintenance coordination and tenant relations leading to increased customer loyalty and repeat business.
Operations Manager
Smartech Services Corporation
04.2022 - 11.2022
- Provided installation & after sales services to Consumer Electronics brands namely Xiaomi corporation & Sansui
- Manage end-to-end service delivery including installation, repair, and maintenance of consumer electronics (TVs, ACs, smart devices, etc.) with 300+ Authorised service partner pan India
- Ensure timely execution of service requests within agreed TAT (Turnaround Time) and SLA (Service Level Agreements).
- Coordinate with logistics, spare parts, and call center teams to ensure smooth operations.
- Monitor 700 + technician schedules, route planning, and daily productivity.
- Developed and implemented strategies to maximize customer satisfaction and NPS above 75
Personal Challenges and Recovery
At Home
New Delhi
04.2021 - 03.2022
- Faced personal tragedy with the sudden loss of both parents and my brother during the second wave of COVID-19, a period of profound personal grief and recovery.
- Took time to focus on family and support systems, eventually leading to a renewed drive to resume professional life and contribute to the workforce again.
Independent Trader - HMS
Gurudev Enterprises
New Delhi
04.2019 - 01.2021
- Implemented disciplined money management principles to safeguard capital and maximize returns on investment.
- Engaged in trading HMS steel bars, plates, and billets to foundries, developing relationships with suppliers and customers and ensuring timely deliveries.
- Built a solid understanding of the steel industry, including procurement, logistics.
- Successfully maintained operations for over a year, providing key support to foundries while mitigating market fluctuations.
- Continued trading in steel products after the initial venture, managing inventory and negotiations with foundries to fulfill large orders.
- Unfortunately, due to the onset of the COVID-19 pandemic and a sudden breach of trust by a supplier, I was unable to continue the business after losing key funding and supply chain stability.
Export Enthusiast
Gurudev Enterprises
08.2018 - 01.2019
- Identified and pursued an opportunity to export broken rice from India, including researching markets and negotiating contracts.
- Evaluated the effectiveness of existing supply chain processes, recommending improvements to bolster overall efficiency and performance metrics.
- Collaborated with cross-functional teams to develop customized solutions for unique client needs.
- Implemented cost-saving measures through the identification of more efficient supply chain strategies for clients.
- Despite initial interest and preparation for Philippines, the venture was unable to move forward due to a sudden Philippines government subsidy policy change, which eliminated the margin for profitability.
Small Business Owner
Gurudev Enterprises
02.2018 - 09.2018
- Launched and managed a vermi-composting business, overseeing all aspects from sourcing materials to marketing and distribution.
- Developed environmentally sustainable solutions for waste management and organic farming, serving local businesses and agricultural customers.
- Faced an operational setback due to temperature-related issues during a brief absence, which caused significant losses in inventory.
Program Manager
VVDN Technologies Pvt Ltd.
Gurugram
10.2017 - 1 2018
- Managed client engagement & communication
- Planned Project kick off meeting/call with Client in VVDN Technologies Pvt Ltd
- Developed and conveyed Project Plan via Gantt chart to VVDN Clients and Restore Franchisee
- Resolved client/franchisee dependencies
- Expedited various IOT projects with clients in different time zones (Ulo, Think Eco, NXPU circuit boards etc)
- Coordinated and reviewed with 7-10 member cross-functional team (product development, software and engineering) and client to ensure all requirements are clear and mutually close issues between internal and external customers
- Tracked & monitored Project Milestone & Deliverables end to end and conveyed timely project status updates to the client
- Projects follow-up with internal customers, escalation and constraint resolution
- Targeted to accelerate & maximize revenue by faster deployment of project
- Managed day to day challenges such as capacity constraints, material readiness with sub vendors and restructure to accelerate delivery within timelines shared with customer
- Handled third party deliverables with Indian and Global vendors with VVDN Technologies Pvt Ltd
Manager Service (Global)
OBI Mobile Pvt. Ltd.
New Delhi
04.2014 - 07.2017
- Headed and controlled virtual help desk rollout and operations in Obi Mobiles PvtLtd
- Negotiated with Stake holders for Network Expansion E.g
- Vendors, ODMs, Service Providers for Obi mobiles
- Set up processes for achievement of SLAs e.g
- DOA process, IMEI registration, Customer Handling etc
- To improve project delivery within specific timeframes as per business goals.
Manager - Service Operations (Pan India)
Micromax Informatics Ltd.
11.2011 - 04.2014
- Scrutinised operational compliance during audit visits & took corrective actions where ever non conformities were observed and managed After sales service for mobile phone brands namely Micromax.
- Resolved major issues/escalations from field with ODM support for all the brands
- Verified the periodical claims raised by more than 300 Vendors against the services provided by them for Micromax.
- Monitored and enforced processes for smooth service operations, implemented strategies and programs to render quality first line customer support by addressing queries & issues for enhanced customer satisfaction index (CSI), customer retention & customer delight with minimum TAT and accuracy for Micromax
Project Manager (North)
Intarvo Technologies Ltd.
07.2010 - 11.2011
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Planned, executed, Managed and Controlled Field operations of Airtel DTH migration project all across North within SLAs provided by Airtel for Intarvo technologies Ltd
- Engaged in quality Recruitment, training and workshops, Managed staff of 150 in number [engineers, customer care, State In charges (Managers)] of staff for successful rolling out of the project and delivered quality service within TAT
- Reconciled supplies received from vendors with Inventory teams & Happy Calling teams periodically to keep track of activities for DTH project for Intarvo Technologies ltd.
- Managed repair services for mobile phone brands like Sony Erricson, Videocon, ZTE, G-five etc
- Planned, designed, and scheduled phases for large projects.
Senior Operation Executive
Aforeserve.com.Ltd (Re-store-Multibrand Ow Repair)
08.2009 - 07.2010
- Ensured strict compliance with industry regulations through diligent monitoring and timely updates to policies and procedures.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Implemented process improvements that increased overall operational effectiveness and cost savings.
- Optimized inventory management systems resulting in improved accuracy levels while eliminating excess stock holding costs.
Operation Executive Repairs (UP West & UK)
Samsung Electronics
04.2008 - 08.2009
- Ensured smooth day-to-day operations by addressing any workflow disruptions promptly and effectively.
- Maintained a safe working environment by enforcing strict adherence to health and safety guidelines.
- Coordinated logistics activities, ensuring timely delivery of products and services to clients.
- Improved customer satisfaction rates through timely communication and effective issue resolution.
- Provided ongoing training to team members, enhancing skillsets and overall productivity.
Centre Manager
Solectron EMS (I) Ltd.
10.2006 - 04.2008
- Monitored 30+ members (Engineers, Inventory Officer and CCO) in Solectron EMS (I) Ltd., Agra as Center Manager
- Ensured smooth operation of Level 3 centre (component level rectification centre) for NOKIA HANDSET repairs
- Enhanced customer satisfaction by implementing efficient service delivery strategies and streamlining center operations.
- Successfully resolved client concerns by actively listening to their needs and proposing viable solutions that met their expectations.
- Maintained accurate records of all transactions at the center, ensuring transparency in financial reporting for internal stakeholders.
- Ensured compliance with all relevant regulations, maintaining a safe and secure environment for staff members and clients alike.
Sales Officer
Pharmaceutical Industry
05.1995 - 08.2005
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
Education
Bachelor of Science - PCM
Agra College
Agra 01.1991 - 01.1994
Skills
- Motivator
- Communicator
- Change Agent
- Collaborator
- Analytical
- Team leadership and direction
- Performance evaluation
- Budget coordination
- Team training and development
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved virtual helpdesk setup by introducing Freshdesk for Obi Mobiles thereby reduced cost by 53%.
- Launched service network of 120 ASC within two months of joining for Obi mobiles with HCL than successfully migrating the same to RV solutions.
- Successful migration of services from partner network to company’s network for Micromax smart phones.
- Attained first PGT20 in the history of Nokia service operation and repeated for Micromax smartphones too.
- Pioneered collection center concept in service industry to expand customer reach thereby increase revenues for the center.
Work Preference
Software
MS office
Languages
6,4
Interests
Travelling
Personal Information
Timeline
Property Consultant
Gurudev Enterprises
12.2022 - Current
Operations Manager
Smartech Services Corporation
04.2022 - 11.2022
Personal Challenges and Recovery
At Home
04.2021 - 03.2022
Independent Trader - HMS
Gurudev Enterprises
04.2019 - 01.2021
Export Enthusiast
Gurudev Enterprises
08.2018 - 01.2019
Small Business Owner
Gurudev Enterprises
02.2018 - 09.2018
Program Manager
VVDN Technologies Pvt Ltd.
10.2017 - 1 2018
Manager Service (Global)
OBI Mobile Pvt. Ltd.
04.2014 - 07.2017
Manager - Service Operations (Pan India)
Micromax Informatics Ltd.
11.2011 - 04.2014
Project Manager (North)
Intarvo Technologies Ltd.
07.2010 - 11.2011
Senior Operation Executive
Aforeserve.com.Ltd (Re-store-Multibrand Ow Repair)
08.2009 - 07.2010
Operation Executive Repairs (UP West & UK)
Samsung Electronics
04.2008 - 08.2009
Centre Manager
Solectron EMS (I) Ltd.
10.2006 - 04.2008
Sales Officer
Pharmaceutical Industry
05.1995 - 08.2005
Bachelor of Science - PCM
Agra College
01.1991 - 01.1994
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