At Tonbo Imaging India Ltd., I lead customer support and service operations for strategic enterprise defence customers across India. I manage requests, escalations, RMAs and warranty support while coordinating with cross-functional teams to resolve service issues.
I maintained 98% SLA compliance and achieved 95% customer satisfaction. I also improved service turnaround time by 30%, reduced escalation turnaround from 2 days to 2 hours, and developed KPI dashboards to improve visibility into service performance.
Previously, I led technical support operations at Lucid Imaging Pvt. Ltd. and worked in service engineering roles at Newtronics Pvt. Ltd. and Allyone Industries. My experience includes field-service coordination, preventive maintenance, installations, commissioning and customer training.
