Summary
Overview
Work History
Education
Skills
Certification
LANGUAGES
Accomplishments
Timeline
Generic
Sunny Tiwari

Sunny Tiwari

Gurgaon,HR

Summary

Knowledgeable Service Centre Manager with demonstrated record of success in driving improvements to diverse areas. Well-versed in managing compliance requirements, improving productivity and reducing costs. Looking for new growth-oriented position with a progressive company. Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Center Manager

Vivo Mobile India Pvt. Ltd
08.2024 - Current
  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
  • Setting up and maintaining a service desk and evaluating its efficiency.
  • Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
  • Helping to train new employees in company procedures.
  • Supporting employee payroll processes by tracking attendance logs and expense monitoring.
  • Guiding teams in new product training and inventory management.
  • Generating significant annual savings by implementing new processes and reducing wasted resources.
  • Managing team of dedicated employees, overseeing hiring, training, and professional growth of employees.
  • Customized customer experiences to build brand loyalty.

Operations Team Lead

Flipkart
11.2023 - 08.2024
  • Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
  • Coordinated team resources to achieve project goals.
  • Trained new staff in relevant processes and procedures.
  • Held regular one-on-one coaching sessions with staff members to encourage personal development.
  • Monitored team performance against targets, taking corrective action where necessary.
  • Provided support to junior staff during peak periods of workloads.
  • Maintained positive working relationship with fellow staff and management.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Analyzed key performance indicators to identify effective strategies.

Team Leader

LRP Captivators Pvt Ltd
07.2023 - 11.2023
  • Established clear expectations for employees, providing guidance when needed.
  • Collaborated with other departments to ensure alignment of goals across teams.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Conducted regular performance reviews to assess individual team member progress.

Service Centre manager

Quess Corp (Samsung)
01.2018 - 01.2023
  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
  • Setting up and maintaining a service desk and evaluating its efficiency.
  • Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
  • Helping to train new employees in company procedures.
  • Supporting employee payroll processes by tracking attendance logs and expense monitoring.
  • Guiding teams in new product training and inventory management.
  • Generating significant annual savings by implementing new processes and reducing wasted resources.
  • Managing team of dedicated employees, overseeing hiring, training, and professional growth of employees.
  • Customized customer experiences to build brand loyalty.

Service Center Manager

Janus Electronics (Samsung)
03.2012 - 01.2018
  • Handling customer complaints or concerns quickly and professionally to maintain good customer relationships and ensure repeat customers.
  • Setting up and maintaining a service desk and evaluating its efficiency.
  • Auditing work and customer service to ensure the company's high standards, efficiency, and productivity goals are met.
  • Helping to train new employees in company procedures.
  • Supporting employee payroll processes by tracking attendance logs and expense monitoring.
  • Guiding teams in new product training and inventory management.
  • Generating significant annual savings by implementing new processes and reducing wasted resources.
  • Managing team of dedicated employees, overseeing hiring, training, and professional growth of employees.
  • Customized customer experiences to build brand loyalty.

Sr. Engineer

Maa Vashnavi Services (Samsung)
08.2011 - 03.2012
  • Adhering to all company KPIs by Controlling Same Day Repair, Repeat Repair Calls, call TAT, Long time Repair, Reminders, One Hour repair adherence and Voice of Customer Management.
  • Job sheet delivery in system, Mail Process & doing IMEI Number Writing on Mobile motherboards.
  • Repair TAT control, Team management.
  • Customer satisfaction.
  • Dealer Repair satisfaction.

L4 Engineer

PACETEL COMMUNICATION NOIDA
09.2010 - 08.2011
  • Working for All type fault resolve IC level.
  • Working for software and repair process.
  • Quality check.
  • RF calibration.

Engineer

LAKSHYA TECH SOLUTIONS LTD
01.2010 - 08.2010
  • Working for IMEI and repair process.
  • Visiting Key dealers/distributors/retain channels for service related issues.
  • Analyzing customer repeat and find out the root cause & take corrective action.
  • Analyzing customer escalations for root cause & proactive action to provide solutions to customers.

Education

Bachelor in Business Studies - Business Administration

Swami Vivekanand Subharti University
Meerut, UP

Master Of Business Administration -

Swami Vivekanand Subharti University
Meerut, UP

Skills

  • Managerial supporting
  • GSPN
  • Customer-focused
  • Payroll administration
  • Strategic planning
  • Customer Satisfaction Management

Certification

1 year diploma in computer app. and Internet.

LANGUAGES

Hindi
English

Accomplishments

  • Have gained knowledge of all types of fault in Samsung GSM and CDMA HANSET
  • Worked as a L1,L2,L3 level and also working with component level L4

Timeline

Service Center Manager

Vivo Mobile India Pvt. Ltd
08.2024 - Current

Operations Team Lead

Flipkart
11.2023 - 08.2024

Team Leader

LRP Captivators Pvt Ltd
07.2023 - 11.2023

Service Centre manager

Quess Corp (Samsung)
01.2018 - 01.2023

Service Center Manager

Janus Electronics (Samsung)
03.2012 - 01.2018

Sr. Engineer

Maa Vashnavi Services (Samsung)
08.2011 - 03.2012

L4 Engineer

PACETEL COMMUNICATION NOIDA
09.2010 - 08.2011

Engineer

LAKSHYA TECH SOLUTIONS LTD
01.2010 - 08.2010

Bachelor in Business Studies - Business Administration

Swami Vivekanand Subharti University

Master Of Business Administration -

Swami Vivekanand Subharti University

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Sunny Tiwari