SHRAVAN KUMAR NAVAGANA
Vijayawada
Summary
Highly accomplished, growth-oriented Head of Service with over 15+
years of progressive experience in the service industry, specializing
in strategic planning, operational excellence, and comprehensive customer
relationship management. Proven ability to lead cross-functional
teams, drive profitability (achieving up to a 98% increase in profitability),
and elevate customer satisfaction metrics across large-scale service
networks. Seeking a challenging leadership role to deliver lasting business
impact, optimize service delivery, and exceed revenue targets.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Head of Operations
MMD India Services Pvt Ltd | Realme, Dreame, Acer
New Delhi
04.2024 - Current
- Led national customer service initiatives, ensuring superior service delivery and operational excellence.
- Managed client relationships to drive SLA adherence, reduce escalations, and improve turnaround times.
- Conducted financial analysis of operations to identify improvement areas and boost profitability.
- Developed revenue growth strategies, achieving set targets consistently.
- Negotiated vendor agreements, securing optimal pricing and favorable terms.
- Delegated tasks effectively, prioritizing goals for enhanced team productivity.
- Oversaw audits and NCH management to ensure compliance and quality standards.
- Managed over 125 Realme Authorized Service Centers across India.
Head of Operations
KDPR Communications Pvt Ltd | OnePlus Project
Vijayawada
07.2022 - 04.2024
- Drove operational excellence by managing customer service relationships and ensuring optimal service delivery.
- Led a team to enforce efficient and effective operational processes and procedures.
- Provided necessary resources, training, and support to staff members for successful role execution.
- Conducted regular meetings to review progress and pinpoint areas requiring improvement.
- Compiled reports on operational activities, performance metrics, and customer feedback for analysis.
- Managed 100+ OnePlus authorized service centers across South India to enhance service reach.
- Ensured adherence to Service Level Agreements while addressing escalations and conducting audits.
Service Manager
Aptronix India Pvt Ltd
Visakhapatnam
02.2016 - 07.2022
- Led customer service relationship management, driving operational excellence and achieving a 95% increase in customer satisfaction by ensuring SLA adherence and resolving escalations promptly.
- Managed service staff and conducted regular team meetings, resulting in a 95% improvement in service delivery and compliance with company policies.
- Monitored service performance metrics and implemented strategies for revenue growth, achieving revenue targets and increasing profitability by 98%.
Team Lead Quality & Support & Branch Admin
Samsung India Electronics Pvt Ltd
01.2013 - 02.2016
- Led technical support and quality control initiatives, driving operational excellence and ensuring SLA adherence across 5 districts, resulting in a 50% improvement in service delivery.
- Trained and mentored new staff, enhancing team performance and achieving a 95% increase in customer satisfaction by resolving escalated issues promptly.
- Monitored and analyzed team performance against targets, implementing corrective actions to maintain high standards and support junior staff during peak periods.
Education
Diploma of Education - Electrical and Electronics Engineering
Maharaja Agrasen Himalayan Garhwal University
Pauri Garhwal District, Uttarakhand01.2024
Bachelor of Commerce - Commerce
Andhra University
Visakhapatnam01.2020
Polytechnic - Electronics Technology
Govt Polytechnic
Kakinada01.2011
Board of Intermediate Education
Kharagpur01.2009
Board of Secondary Education
01.2007
Skills
- Team leadership
- Adaptability to change
- Technical proficiency
- Client satisfaction strategies
- Data analytics
- Collaborative teamwork
- Quality control
- Service excellence
- Performance-driven approach
- Revenue growth strategy
- Vendor management
- Financial analysis
- Operational strategy
- Audit compliance
- Cross-functional coordination
Certification
- Top 10 Rules for Highly Effective Leadership, LinkedIn
- Project Management Skills for Leaders, LinkedIn
- Excel Supply Chain Analysis: Solving Inventory Problems, LinkedIn
- 20 Habits of Executive Leadership, LinkedIn
- Nano Tips for Communicating with Confidence, LinkedIn
- Apple Product certification, ACIT / ACMT
Honors And Awards
- Best Operations Lead, KDPR Communications
- Best Service Manager, Aptronix India
- Best Quality support & control, Samsung India
Languages
English
Advanced (C1)
C1
Hindi
Native
Native
Telugu
Proficient (C2)
C2
Bengali
Upper Intermediate (B2)
B2
Timeline
Head of Operations
MMD India Services Pvt Ltd | Realme, Dreame, Acer
04.2024 - Current
Head of Operations
KDPR Communications Pvt Ltd | OnePlus Project
07.2022 - 04.2024
Service Manager
Aptronix India Pvt Ltd
02.2016 - 07.2022
Team Lead Quality & Support & Branch Admin
Samsung India Electronics Pvt Ltd
01.2013 - 02.2016
Diploma of Education - Electrical and Electronics Engineering
Maharaja Agrasen Himalayan Garhwal University
Bachelor of Commerce - Commerce
Andhra University
Polytechnic - Electronics Technology
Govt Polytechnic
Board of Intermediate Education
Board of Secondary Education