After-Sales & Service Operations professional with 15+ years of experience in managing multi-location service ecosystems across consumer electronics. Strong expertise in dealer/vendor governance, service standards implementation, SLA & TAT control, escalation management, and customer satisfaction improvement.
Currently leading large service teams handling high service volumes (up to 8,000 cases/month), improving First-Time Resolution (FTR) to 86% and reducing repeat complaints to 3.4%. Experienced in service audits, manpower capability building, and process standardization aligned with business and customer retention goals.
Open to regional leadership opportunities in after-sales and service operations.
