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Service Operations Leader at Godrej & Boyce who expanded service capacity across 45 centres.

India

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At Godrej & Boyce Manufacturing Co. Ltd., I owned a ₹28 Crore annual service P&L and managed more than 20,000 monthly customer service requests. I was recognized for Best Branch Service Delivery in 2023 and 2024, and Best Branch Revenue in 2024.

I built and mentored a field organization of 500+ technicians and engineers across 45 service centres. By improving First-Time-Fix rates and reducing repeat complaints, I maintained an 80%+ Customer Satisfaction rating.

I developed annual summer readiness plans using historical demand analysis, optimized parts logistics, and implemented a Zero Pendency inventory clearance program with key distributors. Earlier, I coordinated regional ERP transformation, warehouse and field service operations, and warranty administration.

Experience

Work history, roles, and key accomplishments

Branch Service Head (AGM)

Godrej & Boyce Manufacturing Co. Ltd.

Apr 2019 - Apr 2025 (6 years)

Owned the ₹28 Crore annual service P&L, directed end-to-end after-sales service operations, and managed 20,000+ monthly service requests. Built and mentored a field organization of 500+ technicians and engineers, achieving 80%+ CSAT and expanding service footprint.

Service Operations P&L management Budgeting Forecasting Cost Optimization Customer Satisfaction CSAT First Time Fix Team Leadership Mentorship Spare Parts Logistics Inventory Control Zendesk ERP Strategic Planning Data Analysis

Branch Service Head

Godrej & Boyce Manufacturing Co. Ltd.

Sep 2012 - Mar 2019 (6 years 6 months)

Led regional service operations, driving process improvements that elevated customer satisfaction and streamlined service delivery. Enhanced revenue, service quality, and ERP adoption through targeted operational initiatives.

Service Operations Process Improvement Customer Satisfaction Revenue Growth ERP Dealer Management Franchise Management

Deputy Manager / Manager

Godrej & Boyce Manufacturing Co. Ltd.

Jan 2009 - Aug 2012 (3 years 7 months)

Coordinated logistics, warehouse operations, and field service operations to enhance overall efficiency and field service delivery. Facilitated regional ERP transformation to streamline processes and improve data accuracy.

Logistics Warehouse operations Field Services ERP Inventory Management Data Accuracy

Executive / Senior Executive

Godrej & Boyce Manufacturing Co. Ltd.

Jul 2005 - Dec 2009 (4 years 5 months)

Managed warranty administration processes for product claims, ensuring rigorous compliance and timely resolution. Delivered customer support via phone and email channels, serving as the first line of escalation.

Warranty Administration Claims Management Customer Support Compliance Escalation Management