o Operation Management - Leading Credit Card embossing, dispatch, delivery and RTO operations and managing multiple embossers and courier partners to ensure efficient service delivery. Ensuring all operational parameters e.g. optimize resources, reduce costs, and increase productivityo Vendor Management - ensuring compliance with service level agreements (SLAs), Conduct weekly review with all embossing vendors, establishing vendor performance standards, reducing vendor-related risks and ensuring service delivery, validate vendor invoices, Identify new vendors.o Shipment Monitoring and Control - Standardized courier performance to ensure timely deliveries, contributing to improved service standardso Quality Management - Conduct regular vendor site reviews to ensure adherence to agreed terms and evaluated vendor performance against contractual agreements.o Complaint Resolution - Partner with various functions / department to ensure timely resolution of complaintso Additional Initiatives - Led initiatives to automate processes and enhance operational efficiency and cost effectivenesso Project Management - Collaborate with stakeholders to proactively identify business needs and develop solutions for the launch of new productso Compliance - Built strong internal framework to ensure team meets all regulatory, compliance standardso System implementation - PAN India pin code management, BIN expiry tracking, transaction testing, reconciliation of collaterals & personalization for pre-launch products.

o Service Delivery Management – Leading service operations in Assam North Bank areas, Nagaland, Itanagar & Naharlagun, Bongaigaon, Barpeta via 12 Samsung Authorized Service centres for product categories like HHP, AV, HA & IT. Average Monthly call volume 8K (approx.)o Service Delivery - Responsible to achieve operational parameters like - open call pendency, TAT, CSAT & RRR) at assigned ASCs. Maintaining & upholding Service Delivery Standards.o Escalation Management - Escalation analysis, identification of areas of improvement, understanding customer requirements & providing quick resolutions to customer through strong decision-making skills.o Trade Management & Satisfaction – Ensure high trade satisfaction & healthy relationships with all trade partners by regularly visiting & addressing their issues and complaints timely.o Vendor Management - Conducts weekly review with all ASCs to monitor their operation / performance and also to formulate improvement plans to uplift weaker area at service center. Conduct audits at each service center on quarterly basis.o Quality Management & Improvement - Ensure 100% trained manpower (as per Samsung standard certification process) to further ensure qualitative repairs in field. Keep on identifying the weak engineers & CCOs for their enhancement by arranging regular technical & soft skill trainings for them.o Manpower Planning & preparedness - At ASCs as per business requirement. (Summer Season – Cooling products, Monsoon Season for Handheld phones & Festive Season for high LED & washing machine sale).

o Enterprise Service Delivery Management – Managed B2B service operations PAN India for product like: Large format displays, Hotel TV, Active LED video walls, Smart phones & Tablets.o Policies Management - Planning and Implementation of B2B service policies down the lineo Co-Ordination (Internal & External) - Co-ordinate with trainers for fulfilling the need of training where observed (including new products). Keep self & team members updated with product updates.o B2B Customer Engagement - Organizing service camps at key Enterprise customer locations to generate Brand confidence in customerso B2B Customer Experience - Leading B2B hotline (Enterprise customer care)o Identify and onboard new vendorso Business Development - Responsible for promoting Sale of extended warranty Care Packs/AMCs to corporate customers

o Contact centre operations - Accountable for B2B Hotline contact centre operations (CRR, SL, AHT, NDTR)o Service tracking - Responsible for service tracking of corporate customers open calls PAN Indiao Escalation Management - Escalations and VOC management of corporate customers PAN Indiao Business Development - Responsible for corporate customers sales leads PAN Indiao Team Management - Conduct monthly performance review of team members, arrange new product training, creating back-up of resources, identify training needs of the new associates