I am associated with Lenovo India Pvt. Ltd. as Head Customer Service Delivery Operations where I am steering the Customer Service Delivery Operations for India Field Services with additional focus on SMB & Consumer Segments for India & Offshore countries (Sri Lanka, Bangladesh & Nepal). Responsible for applying a pragmatic approach to business growth through delivery excellence with direct accountability on cost optimization, customer satisfaction and people development. I have successfully managed Service Delivery Operations with distributed teams, onsite/offshore, defined and implemented tech support processes, handled mix of project types and technologies. My job role involves playing a strategic role in establishing the service partner/vendor framework for India, plan their payout structure define & refine these models, proactively have the BCP ( Business Continuity Plans ) during the tough phase of Covid ( 2020 onwards ), feasibility analysis, development and quality assurance. Key to my success is the ability to adapt to the work environment, growth mindset, technological environments and expectations from the role I played while evaluating progress and developing a high performance culture with focus on retention, customer success and CX functions.

• Improved E2E service event resolution by planning the SLA/SOW requirements which entailed planning & implementation of the service delivery plan specific to large installed base clients• Managed the overall field service delivery operations for South India for all the customer segments viz. Consumer, SMB and Large Enterprises • Administered the entire service delivery operational parameters like end-to-end call closures, control re-repairs, control consumption of parts, control cost of delivery, team’s performance tracking & development & so on • Managed a team size of 12 direct members and 50 indirect members (partner managers & team leads) • Played a key role in the participation in Project Management which included the deployment of PC/ Printers for big deals in the geography; Successfully ramped up projects include: Elcot, IOB, Manipal Global Education, Syndicate Bank, Flipkart, Infosys, CTS & so on

Managed Service delivery operations in Tamil Nadu.