Shivani Gaikwad

Service delivery.

• Led end-to-end service delivery operations, ensuring prompt resolution of customer complaints, and maintaining service excellence.
• Managed defective product handling and service coordination for modern trade partners, including Vijay Sales, Croma, and Reliance Digital.
• Supervised and supported service channel partners , ensuring compliance with performance KPIs and service standards.
• Coordinated with dealers and distributors for service escalations, warranty claims, and after-sales support.
• Played a key role in expanding service networks , improving operational efficiency, and enhancing customer satisfaction.
• Conducted technician engagement and training programs to strengthen technical capabilities, and reduce repeat service calls.
• Managed CRM operations , including complaint monitoring, dealer commissioning, and preparation of service performance reports.

Service Delivery

• Oversaw service franchisee operations to ensure timely and quality service delivery.
• Ensured closure of service calls within defined timelines and SLAs.
• Maintained adequate spare parts and accessories at franchisee locations.
• Monitored CSI and repeat call data to identify training needs.
• Maintained the Service Delivery Index (SDI) as per company standards.
• Handled CRM operations, dealer commissioning, and service-related reporting.
• Managed warranty commissions, dealer bills, PO creation, and expense claims.
• Supported ESA competency building, channel evaluation, and capacity planning.
• Appointed new partners, handled vendor documentation, and expanded the service network.
• Ensured quick resolution of dealer defectives, and warranty cost control.
• Conducted customer and site visits, audits, and provided technical support.
• Managed spare parts billing, payment processing, and warranty claims.

Revenue.

• Distributed business and performance targets, franchisee-wise and technician-wise, to drive accountability and results.
• Shared franchisee-wise customer data to support localized business development and service penetration.
• Conducted regular training sessions for technicians, focusing on accessory sales and soft skills enhancement.
• Ensured timely clearance of franchisee outstanding payments to maintain smooth business operations.
• Generated revenue through Inverter Extended Warranty (IEW) schemes, and retail AMC coupon sales.
• Managed the appointment and expansion of SPD (Service Product Distributor) and service distributors.
• Handled AMC (Annual Maintenance Contract) offer submission, conversion, and billing processes.
• Managed AMC booking, invoice submission, and payment collection from key account customers.
• Oversaw the revamp and repair and service (R&S) jobs from national account customers.
• Monitored and drove growth in accessories and additive business, with a focus on Month-to-Date (MTD) and Year-to-Date (YTD) performance metrics.