VISHWA JEET TIWARI

Operational Leadership: Managed the daily operations of the quality department, leading a team of 55 professionals to ensure seamless execution of service tasks in alignment with NEXA high-quality standards. Implemented streamlined processes to enhance overall efficiency, reduce service turnaround time, and improve customer experience.

Marketing & Business Growth: Spearheaded targeted marketing initiatives to attract new customers and expand the service center’s client base, contributing to overall business growth and brand visibility.

Performance Management: Introduced weekly, monthly, and quarterly performance reviews, resulting in a 30% boost in team productivity by providing data-driven feedback, structured training, and development plans tailored to individual strengths.



Customer Satisfaction & Retention: Developed and executed a comprehensive customer satisfaction program, improving client retention rates by 25% through proactive engagement, service excellence, and personalized after-sales follow-ups.

Team Development & Culture: Conducted team-building workshops to foster strong communication and collaboration, leading to increased employee morale and a 15% reduction in staff turnover.

Target Achievement & Efficiency Optimization: Established clear targets for service load management and workforce efficiency, ensuring optimal labour utilization while maintaining superior service quality and meeting business objectives.

Overs daily operations and tasks to ensure efficiency and productivity within the team.
Coordinated schedules, delegating responsibilities and staff to meet.
Implemented new strategies to streamline workflow and overall performance.
Conducted performance evaluations, provided feedback and mentoring to enhance team members' skills and development.

Customer Engagement: Greeted customers warmly and engaged in open-ended conversations to accurately assess their needs, ensuring a personalized and satisfying service experience.

Service Enhancement & Sales Growth: Recommended value-added services tailored to customer requirements, enhancing their overall experience while contributing to increased revenue and business growth.

Issue Resolution & Technical Expertise: Handled customer concerns with confidence and professionalism, leveraging technical expertise to provide effective and timely resolutions, ensuring customer satisfaction and trust.

Revenue Growth & Upselling: Proactively identified and capitalized on upselling opportunities, leading to a 100% increase in revenue by promoting relevant services to both new and returning customers.

Operational Efficiency & Team Productivity: Improved overall team efficiency by ensuring strict adherence to best operational practices and company policies, fostering a culture of excellence and accountability.

Customer Relationship Management: Built and maintained strong, empathetic relationships with clients, consistently exceeding service standards and earning a reputation for delivering exceptional customer experiences.