Open to opportunities

Gnanendra Mahendrakar

@gnanendramahendrakar

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Senior Customer Service Operations Manager with 20+ years of experience.

India

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What I'm looking for

I am looking for a role that values customer-centric strategies and offers opportunities for leadership and innovation.

I am a seasoned Senior Customer Service Operations Manager with over 20 years of experience in leading customer-centric teams across global corporations such as SONY, PHILIPS, XEROX, NOKIA, and MICROSOFT, as well as startups. My career is marked by a commitment to enhancing customer service as a key driver for achieving company goals. I excel in building and managing teams that prioritize customer satisfaction, ensuring that we meet our commitments and deadlines while maintaining a proactive approach to problem-solving.

Currently, I serve as the Director of Customer Experience & Retention at Medlinkjobs.com, where I design omni-channel customer experience strategies and digitize business processes to enhance user journeys. My previous roles include Head of Customer Care at Smartron India, where I managed service operations for IoT-based smart home products and E-bikes, and Reverse Supply Chain Area Operation Manager at Nokia India, where I significantly improved customer satisfaction through tailored service delivery strategies. My achievements have been recognized with multiple awards, including the prestigious Stephen Elop Challenger Mindset Award for outstanding care performance management.

Experience

Work history, roles, and key accomplishments

Current

Director – Customer Experience & Retention

Current

Medlinkjobs.com

Dec 2022 - Present (2 years 5 months)

Leading customer experience and retention strategies for India's first recruitment platform for healthcare professionals. Focused on digitizing customer experience processes and managing remote operations to enhance service delivery.

Customer Experience Management Remote Operations Performance Management Team Leadership Automation Tools Healthcare Recruitment User Journey Mapping

Head – Customer Care, PAN India

Smartron India Pvt. Ltd.

Jul 2016 - Oct 2022 (6 years 3 months)

Managed service operations for an IoT company, focusing on customer care strategy, performance management, and operational execution to enhance customer experience across urban and rural markets.

Performance Management IoT Operational Management Warranty Management Service Policy Formulation

Reverse Supply Chain Area Operation Manager

Nokia India / Microsoft Corp.

Jan 2011 - Sep 2015 (4 years 8 months)

Oversaw care operations for Nokia mobile phones, focusing on consumer experience management and care network development to improve customer satisfaction and operational efficiency.

Supply Chain Management Customer Experience Management Network Development Warranty Cost Management Technical Support Partner Development

Regional Training & Technical Support Manager

Nokia India Pvt. Ltd.

Aug 2007 - Jan 2011 (3 years 5 months)

Responsible for competency development and technical support in the Southern region, collaborating with R&D to reduce field failure rates and warranty costs.

Technical Support Warranty Cost Reduction Field Operations Performance Metrics Problem Solving

Manager – ASP (Authorized Service Provider)

Xerox India Ltd.

Feb 2007 - Aug 2007 (6 months)

Managed customer service functions for office automation products across Andhra Pradesh and Karnataka, ensuring high service standards and customer satisfaction.

Performance Monitoring Quality Assurance Team Leadership