Smruti Sourav Pattanaik
Noida
Summary
Experienced Service Manager with 12 years in the Service industry, adept at leading teams to deliver top-notch service. Proven track record of driving results, excelling in conflict management, and effectively mentoring and guiding team members. Extensive experience in ensuring efficient service delivery throughout the region. Committed to consistently enhancing customer satisfaction and upholding service quality standards.
Overview
12
12
years of professional experience
Work History
Assistant Manager
AO SMITH
NOIDA, INDIA
02.2025 - Current
- Monitored staff performance and developed improvement plans.
- Trained new employees on company policies, customer service excellence, and compliance.
- Onboarded multiple ASPs to tackle the projected call load.
- Monitored inventory levels, placing orders for stock replenishment to prevent shortages.
- Collaborated with Sales and visited multiple sites to help secure deals.
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism.
- Collaborated with team members to achieve AMC and Revenue.
Service Delivery Manager
Tata Play
Bhubaneswar
03.2017 - 01.2025
- Maintained SLAs in my area to ensure slot adherence according to customer preference.
- Ensured customer satisfaction by achieving high NPS, Material Reco, and Field Audit scores.
- Successfully executed up-sell strategies such as upgrades, live TV, Recharge Retention, and Binge services.
- Received multiple awards for delivering excellent service, and maintaining a strong track record.
Service Executive
DishTV
Bhubaneswar
01.2014 - 03.2017
- Implemented a customer relationship management system, resulting in a 20% increase in customer satisfaction scores.
- Conducted regular technical training sessions for team members, leading to a 15% improvement in first-call resolution rates.
- Streamlined service request process, reducing average resolution time by 30%.
Education
B.Tech/B.E. -
raajdhani engineering college
bhubaneswar, INDIA01.2010
Skills
- Business Process Review
- Customer Service
- Manpower Management
- KPI Analysis
- KPI Monitoring
- Field Work
- Vendor Management
- Vendor Development
- Escalation handling
- Up-selling
- Data Analysis
- Customer retention
- Cross-Functional Coordination
Accomplishments
- FTS 23-24, In DAS 3.1 Town Ranked 4 in Pan India
- FTS 22-23, In Das 3.1 Town Ranked 3rd in Pan India
- FTS 21-22, In Das 3.1 Town Ranked 2nd in Pan India
- Achiever Award, 2019-01-01, Outstanding Performer in the Region
- FTS 17-18, In Das 3.1 Town Ranked 5th in Pan India
Languages
English
Proficient
C2
Hindi
Proficient
C2
Odiya
Proficient
C2
Timeline
Assistant Manager
AO SMITH
02.2025 - Current
Service Delivery Manager
Tata Play
03.2017 - 01.2025
Service Executive
DishTV
01.2014 - 03.2017
B.Tech/B.E. -
raajdhani engineering college