SUJEET KUMAR
New Delhi
Summary
Service Operations Leader with 14 years in the electronics industry, managing regional operations across Delhi, Uttar Pradesh, and Haryana with oversight of 60 outlets. Skilled in customer escalation management, warranty operations, inventory management, and after-sales service, driving operational efficiency and customer satisfaction.
Overview
2
2
Languages
18
18
years of professional experience
Work History
Operational Service Manager | Regional Service Ope
EP Electronic Paradise Pvt Ltd.
New Delhi
01.2014 - Current
- Managed end-to-end service operations across Delhi, Uttar Pradesh, and Haryana, improving service consistency.
- Oversaw service performance of 60 outlets, identifying improvement areas to boost operational efficiency.
- Defective Return & Credit Note Management. Managed end-to-end defective return process for washing, refrigerator, air-conditioner led, and home appliances, coordinated with stores, warehouses, logistics, and OEMs for timely pickup and dispatch of defective units.
- Ensured accurate tracking and reconciliation of returned defective products.
- Processed and monitored Credit Note (CN) claims with manufacturing companies.
- Resolved pending CN cases and minimized claim aging through regular follow-up.
- Maintained records of defective inventory, CN status, and stock reconciliation.
- Coordinated with accounts, service, warehouse, and sales teams Ensured CN adjustments against returned stock and ensured accurate financial reconciliation.
- Analyzed defective trends and prepared reports to improve operational efficiency.
- Ensured compliance with company SOPs for reverse logistics and defective stock management.
- Reduced business losses by ensuring timely closure of defective return and credit note processes.
- Handled customer escalations, achieving timely resolutions that increased customer satisfaction.
- Managed warranty claims and settlements for defective products.
- Monitored inventory levels and stock availability in coordination with service centers and warehouse teams.
- Tracked KPIs and SLA compliance, preparing MIS reports for senior management.
- Managed AC installation vendor partnerships and ensured smooth coordination for installation services. Negotiated and managed installation tie-up agreements with vendors. Collected monthly installation charges from vendor partners. Coordinated with vendors and the accounts team to ensure timely receipt and deposit of installation revenue into company accounts. Maintained monthly reconciliation of vendor payments, installation revenue, and financial records. Ensured accurate documentation, reporting, and compliance for all installation-related financial transactions. Monitored vendor performance and resolved payment or operational issues to maintain smooth business operations.”
- Auto Policy & Liquidation Management: Managed Auto Policy cases by coordinating with OEMs for approvals, liquidation, and CN processing. Worked with vendors for product liquidation and timely collection. Ensured credit note issuance for remaining value, completed financial reconciliation, and maintained documentation and reports.
- Led vendor liquidation of display products with cosmetic dents, negotiated optimal recovery rates, and ensured timely financial closure and reconciliation.
- Drove process improvements to reduce turnaround time and elevate service quality.
Customer Service Account Executive
Sargam Eletronic
New Delhi
01.2009 - 01.2014
- Resolved customer complaints through effective communication and problem-solving techniques.
- Developed customer service standards, policies, and procedures to ensure satisfaction.
- Cultivated strong customer relationships, fostering repeat business opportunities.
- Managed after-sales service operations, streamlining processes to achieve better service outcomes.
- Supported technical service teams and field engineers, enhancing service delivery effectiveness.
- Coordinated installation and repair services, improving operational efficiency for clients.
- Maintained accurate service records and documentation for compliance and tracking.
Education
Bachelor of Computer Applications (BCA) - Sikkim Manipal University
10th Passed From (BSEB)
PATNA BIHAR09-2026
Skills
- Service operations
- Performance management
- Customer escalation management
- Claim management
- Inventory management
- Service management
- Vendor sourcing
- Staff training
Languages
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Timeline
Operational Service Manager | Regional Service Ope
EP Electronic Paradise Pvt Ltd.
01.2014 - Current
Customer Service Account Executive
Sargam Eletronic
01.2009 - 01.2014
Bachelor of Computer Applications (BCA) - Sikkim Manipal University
10th Passed From (BSEB)