Surya Kant Mishra
Gurugram
Summary
Strategic leader with over 19 years of experience in business operations, customer service, after-sales operations, supply chain, and logistics. Demonstrated success in establishing and expanding service operations across India, significantly improving customer satisfaction metrics and operational efficiency. Expertise in developing customer-centric strategies, optimizing profit and loss, and enhancing last-mile delivery processes. Proven ability to translate executive directives into actionable initiatives that drive organizational growth and improve stakeholder relations.
Overview
20
20
years of professional experience
Work History
VP - Business Operations & Customer Service
Baaz Bikes
Gurugram
01.2025 - 08.2025
- Production and Quality Management, to secure consistent E2W for rental gig workers' operational efficiency
- Coordinate efforts with R&D and engineering teams to enhance product development processes while ensuring synchronization with market demand and technological innovations.
- Scaled rider experience for E2W rental model, increasing volumes from 2,000 to over 5,000.
- Led strategic initiatives to enhance brand positioning in the E2W industry.
- Boosted CSAT rating from 30% to 97% by reducing TAT to 15 minutes response and 1 hour resolution.
- Oversaw budget management and resource allocation for various projects.
- Managed after-sales service, ensuring effective ASP and vendor collaboration.
- Optimized last mile delivery processes for both forward and reverse logistics.
- Oversaw warehouse and inventory management, enhancing demand planning accuracy.
- Directed inbound and outbound call center operations, including complaint management and social inquiries.
- Analyzed service P&L and cost per call metrics to identify improvement areas.
- Led repair factory and refurbishment operations, focusing on efficiency improvements.
Director - Business Operation and Customer Service
Zypp Electric Bikes
Gurugram
07.2024 - 11.2024
Associate Director - Customer Service & Operations
Nexxbase (Noise)
Gurugram
07.2023 - 06.2024
Head - Customer Service & Operations
RealMe Techlife (DIZO)
Gurugram
06.2021 - 06.2023
Head - Customer Service & Operations
Ziox Mobility
New Delhi
07.2017 - 11.2019
Head - Customer Service & Operations
Hyve Mobility
New Delhi
05.2016 - 06.2017
National Key Account Manager (Xiaomi, Samsung, Lava, Xolo)
HCL Infosystems
Noida
05.2014 - 05.2016
Service Manager
Micromax Informatics
Gurugram
05.2011 - 11.2013
Manager - Field Services
HP India
New Delhi
05.2005 - 05.2011
Education
MBA - Operations & Supply Chain
NIMS
Mumbai01.2025
Bachelor of Computer Applications -
Sambalpur University
Bachelor of Commerce - Accountancy Hons.
Sambalpur University
Skills
- Customer Service Delivery
- Experience Management
- After-Sales
- ASP Management
- Vendor Management
- Last Mile Delivery
- Forward Logistics
- Reverse Logistics
- Warehouse Management
- Inventory Management
- Demand Planning
- Call Centre Operations
- Inbound Operations
- Outbound Operations
- Complaint Management
- QRC Management
- Social Media Management
- Service P&L
- Cost Per Call Analysis
- Audit Mechanisms
- Repair Factory Operations
- Refurbishment Operations
- Leadership
- Team Building
- Project Management
- Change Management
- Business growth and marketing strategies
- Forecasting
Languages
- English
- Hindi
- Oriya
Accomplishments
- Best leader – 2021
- Best leader – 2018
- Best key account manager – 2015
- Diamond Applause – 2014
- Letter of appreciation – 2014,
- Exceeds expectations performance award – 2012
Timeline
VP - Business Operations & Customer Service
Baaz Bikes
01.2025 - 08.2025
Director - Business Operation and Customer Service
Zypp Electric Bikes
07.2024 - 11.2024
Associate Director - Customer Service & Operations
Nexxbase (Noise)
07.2023 - 06.2024
Head - Customer Service & Operations
RealMe Techlife (DIZO)
06.2021 - 06.2023
Head - Customer Service & Operations
Ziox Mobility
07.2017 - 11.2019
Head - Customer Service & Operations
Hyve Mobility
05.2016 - 06.2017
National Key Account Manager (Xiaomi, Samsung, Lava, Xolo)
HCL Infosystems
05.2014 - 05.2016
Service Manager
Micromax Informatics
05.2011 - 11.2013
Manager - Field Services
HP India
05.2005 - 05.2011
MBA - Operations & Supply Chain
NIMS
Bachelor of Computer Applications -
Sambalpur University
Bachelor of Commerce - Accountancy Hons.
Sambalpur University
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