At Lumiford Private Limited, I led nationwide customer experience and after-sales delivery across retail and service channels. I built and managed a pan-India service partner ecosystem, establishing service policies, SOPs, quality standards and escalation processes.
I implemented CRM/ERP-enabled complaint tracking and operational monitoring, using service KPIs to strengthen visibility and accountability. Structured service lifecycle processes and operational governance reduced customer complaint resolution time by approximately 30%.
At 5BARZ India Pvt. Ltd., I designed service enablement and field-service planning processes that contributed to 95% same-day service resolution. I also managed supply chain, logistics and technical-support operations.
At Delex Cargo India (DP World Group), I designed the after-sales support ecosystem for Croma own-label products, including partner onboarding, repair-centre setup, technical training and warranty administration. Operational redesign and service governance improved customer satisfaction by 35%.
