Sornali Singha Roy
Kolkata
Summary
- Dynamic Area Service Manager with a proven track record at Blue Star Limited, excelling in service delivery and operational efficiency. Spearheaded a team of 30+ associates, driving over 1 Cr in retail spare billing for FY 23-24 through strategic sales enhancements and superior customer service. Expert in workforce planning and interpersonal communication, adept at mentoring teams for peak performance.
- Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
- Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Area Service Manager
Blue Star Limited
Kolkata
08.2016 - Current
- Working as a Service Delivery Executive and Territory Manager for certain parts of West Bengal, handling HVAC products—air conditioners and water purifiers—for residential and light commercial customers.
- Supervising 30+ Expert Service Associates and handling all the major distributors, dealers, and power retailers for their customer service support and defective clearance.
- Achieved more than 1 Cr in retail spare billing for FY 23-24.
- Directed and maintained efficiency in service department activities.
- Boosted sales and profits through strategy development and implementation.
- Reviewed performance metrics and offered constructive feedback for improvement.
- Recruited, trained, coached and mentored new technicians to ensure they had the necessary skills to meet job requirements.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Bachelor in Engineering (Persuing ) - Mechanical Engineering
Jadavpur University
Kolkata, WB2023
Diploma - Mechanical Engineering
Birla Institute of Technology
Kolkata2016
Skills
- Service delivery
- Operational efficiency
- Workforce planning
- Vendor management
- Technician coaching and mentoring
- Interpersonal communication
- Teamwork
- Positive attitude
- Computer skills
- MS office
- Interpersonal skills
- Effective communication
- Task prioritization
- Customer service
- Crisis management
- Multitasking
- Good judgment
- Performance reviewing
- Team leadership
- Problem-solving aptitude
- Customer relations
- Preventive Maintenance
- Communication skills
- Technical proficiency
- Managing operations and efficiency
- Teamwork and collaboration
- Problem-solving abilities
Certification
- Certification in Auto CAD basic
- Done Vocational training at Ishapur Rifle Factory
Timeline
Area Service Manager
Blue Star Limited
08.2016 - Current
Bachelor in Engineering (Persuing ) - Mechanical Engineering
Jadavpur University
Diploma - Mechanical Engineering
Birla Institute of Technology
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