Shivani Gaikwad
Pune
Summary
Service operations specialist with over 4 years of experience in HVAC, specializing in end-to-end management and customer experience. Successfully led branch operations and managed key accounts, driving business growth through strategic e-commerce partnerships. Enhanced service quality and consistently achieved revenue targets through effective team leadership and process optimization.
Overview
4
4
years of professional experience
Work History
Senior Engineer
Blue Star Limited
Pune
01.2025 - Current
- Managed end-to-end service operations across Pune and PCMC for HVAC Products like air conditioners, water coolers, dispensers, and freezers.
- Achieved service KPIs by monitoring open calls, enhancing SLA adherence, and maintaining high customer satisfaction levels.
- Handled critical escalations for VIP and corporate accounts, ensuring timely resolution through coordinated efforts with internal teams.
- Served as key contact for modern trade partners, managing service escalations, product replacements, and complaint resolutions.
- Coordinated e-commerce service support for Amazon and Flipkart, improving turnaround times and customer experiences.
- Expanded service network across territory to enhance operational efficiency and service reach.
- Oversaw key account management for banks and educational institutions, focusing on AMC renewals and customer retention.
- Led AMC operations including quotations, follow-ups, renewals, billing, and revenue generation initiatives.
- Mentored junior engineers, providing guidance on best practices and processes.
- Monitored performance metrics to identify areas of improvement.
- Resolved escalated customer issues in a timely manner.
Service Delivery Executive
Blue Star Limited
Indore
07.2022 - 12.2024
- Oversaw service operations for Indore and upcountry territory for air conditioning and refrigeration products.
- Resolved daily customer complaints, ensuring timely resolution per SLA guidelines.
- Coordinated with service technicians and channel partners to enhance service execution.
- Conducted customer visits for complaint analysis and feedback collection to ensure satisfaction.
- Provided technical support and troubleshooting for HVAC and refrigeration products.
- Maintained adequate spare parts at franchisee locations to support service demands.
- Monitored preventive maintenance activities and facilitated service quality audits.
- Supported AMC follow-ups and customer engagement to improve service retention.
- Created and maintained relationships with key stakeholders.
Education
BBA - Logistic Supply Chain Management (Pursuing)
Dr. D. Y. Patil Vidyapeeth
Pimpri07-2025
Diploma in Mechanical Engineering -
Sanjivani College of Engineering
Kopargaon, Ahilya Nagar07-2022
Secondary School Certificate (SSC) -
Shri Rameshwar Vidyalaya
Wari, Ahilya Nagar 03-2019
Skills
- Service excellence
- Customer handling and listening
- Client management
- Time management
- Communication skills
- Technical expertise
- Problem solving
- Team leadership
- Empathy
- Adaptability
Personal Information
Hobbies and Interests
- Singing
- Listening to Music
- Improving English Communication Skills
- Exploring New Places & Travelling
Timeline
Senior Engineer
Blue Star Limited
01.2025 - Current
Service Delivery Executive
Blue Star Limited
07.2022 - 12.2024
BBA - Logistic Supply Chain Management (Pursuing)
Dr. D. Y. Patil Vidyapeeth
Diploma in Mechanical Engineering -
Sanjivani College of Engineering
Secondary School Certificate (SSC) -
Shri Rameshwar Vidyalaya