Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sripathi Mittagadupula

Hyderabad

Summary

Experienced Service Manager and Leader with a strong focus on process optimization and customer service enhancement. Demonstrated success in mentoring teams to improve performance metrics and drive stakeholder engagement. Acknowledged for effectively resolving escalations, leading to high customer satisfaction, and operational excellence. Core competencies include leadership, strategic problem-solving, and team development.

Overview

10
10
years of professional experience

Work History

Regional Service Manager

Mobitech Creations Private Limited
03.2024 - 01.2025
  • Lead service operations for mobile devices, IoT, and TV products across the South India region, handling over 45,000 service requests per month.
  • Supervised and mentored a team of 20+ service managers and support staff across five states, ensuring alignment with company objectives and service standards.
  • Onboarded stakeholders in the region for service expansion.
  • Drove KPIs and delivered better results to ensure quality, timely service to customers.
  • Tracked NPS, and took corrective actions on detractor ratings to ensure the best customer service experience.
  • Delegated work to staff, setting priorities and goals.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Conducted monthly performance reviews with staff to identify areas of improvement.
  • Evaluated existing processes for providing services and identified opportunities for improvement.
  • Coordinated activities between different departments such as sales, marketing, finance.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Monitored inventory levels of spare parts and equipment necessary for servicing customers.
  • Trained new employees on company policies and procedures related to customer service.
  • Established relationships with key stakeholders such as suppliers, distributors, dealerships.
  • Analyzed data from customer surveys to improve services provided across the region.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

Area Service Manager

Mobitech Creations Private Limited
04.2023 - 03.2024
  • Handled service operations of AP and Telangana, India.
  • Onboarded new service partners under ASP in the region.
  • Aligned the system training and requirements to ASPs and service partners.
  • Assessed the team's performance and drove for improvement.
  • Conducted the Monthly Business Review with service partners and the team, ensuring the best in deliverables.
  • Tracked NPS and took corrective actions on detractor ratings to ensure a better NPS score.
  • Handled escalations and drove the team for a better customer service experience.
  • Drove open calls and reduced high aging open calls with suitable resolution.
  • Did process audits and align gaps, if any.

Center Manager

Mobitech Creations Private Limited
01.2022 - 03.2023
  • Team Management; Delivering KPIs; Managing Escalations
  • Training team on required parameters to ensure better results whenever required
  • Doing Process Audits and Aligning gaps if any
  • Assessing Individual performance and giving action plans for improvement
  • Tracking NPS and to work for improvement by taking corrective actions
  • Customer Service Delivery etc

Area Service Manager

Gilbarco Veeder Root India Pvt. Ltd
11.2020 - 10.2021
  • Mentor and Train Site Engineers
  • Follow up on the complaint closure within TAT of 48 hours
  • Download all complaints in the territory
  • Assign each complaint to respective on-site engineer
  • Update required parts in system by collecting feedback over phone from all the engineers
  • Ensure that all spare updated is dispatched to concern engineer on site
  • Close & update real time status of every complaint in oil company's portal as well as in company's portal
  • Handle escalations from customers and take necessary actions to solve the issues
  • Prepare report on complaints status and submit it to reporting Manager on daily basis

Operations Manager

SS Electronics (DESC for Lenovo Pvt Ltd)
04.2018 - 11.2020
  • Handling Partner Centers and Operations of Andhra Pradesh & Telangana
  • Appointing partner service centers as per brand requirement
  • Partner claims management
  • Track open call reports and follow up on closure
  • Managing KPIs and customer escalations
  • Conduct weekly review with team and ensure no process gaps
  • Being available to all my next level of support from Motorola & Lenovo
  • Attend weekly review with company

Team Leader

SS Electronics (DESC for Lenovo Pvt Ltd)
06.2017 - 03.2018
  • Handled 12 service centers, and looked after all the ground-level issues.
  • Conducted sudden audits in the service centers, identified process gaps, and aligned them accordingly.
  • Provided training to the team on:
  • Software tools and rectify it if any errors occur in the same.
  • Soft skills are required whenever delivering the best customer services.
  • Customer issues, and engineers troubleshooting the issues.
  • Newly released models, their service manuals, and the repair process.
  • Ensured that:
  • The team is following the standard repair process, which helps in diagnosing the issues well.
  • The TRC area is well maintained, and the engineers are set up with all ESD equipment.
  • Engineer reports are maintained well, and productivity is as expected.
  • Staff grooming is maintained according to the standards.

Service Coordinator

Regenersis India Pvt. Ltd.
07.2015 - 05.2017
  • Attending customers at front desk
  • Understanding the Customer queries and creating job sheets
  • Attending phone calls and update status to customers on time
  • Following up on the open Calls for closure
  • Maintaining the inventory as per status
  • Closing the calls on time and ensuring given TATs are achieved

Education

Govt Institute of Electronics

Diploma in Industrial Electronics Engineering
Secunderabad
12.2014

Skills

  • Process Optimization Expertise
  • Customer service delivery
  • Staff training and development
  • Performance Metric Analysis
  • Employee Assessment
  • Leadership and team management
  • Stakeholder management
  • Problem-solving and quick learner
  • Customer relationship management
  • Cross-functional team leadership

Timeline

Regional Service Manager

Mobitech Creations Private Limited
03.2024 - 01.2025

Area Service Manager

Mobitech Creations Private Limited
04.2023 - 03.2024

Center Manager

Mobitech Creations Private Limited
01.2022 - 03.2023

Area Service Manager

Gilbarco Veeder Root India Pvt. Ltd
11.2020 - 10.2021

Operations Manager

SS Electronics (DESC for Lenovo Pvt Ltd)
04.2018 - 11.2020

Team Leader

SS Electronics (DESC for Lenovo Pvt Ltd)
06.2017 - 03.2018

Service Coordinator

Regenersis India Pvt. Ltd.
07.2015 - 05.2017

Govt Institute of Electronics

Diploma in Industrial Electronics Engineering

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Sripathi Mittagadupula