Shikha Jadon
@shikhajadon
I am an experienced service operations manager with over 15 years driving quality and process improvements.
IndiaWhat I'm looking for
I am a service operations leader with more than 15 years' experience in customer service, warranty management and product quality across automotive and consumer electronics sectors. I have led new-model quality initiatives, implemented end-to-end warranty procurement and tracking systems, and digitalized owner manuals to improve customer experience and reduce environmental impact.
I specialize in customer complaints analysis, process improvement, cross-functional collaboration, MIS reporting and audits (ISO, GCP, BEPL). I deliver training, manage dealer relations and lead teams to reduce failures, control warranty costs and support product improvement.
Experience
Work history, roles, and key accomplishments
HLManager - New Model, Customer Service
Honda Cars India Ltd.
Apr 2021 - Present (4 years 4 months)
Lead new model customer service operations, driving product improvement through VOC analysis, cross-functional collaboration with Market Quality and R&D, and coordination with dealerships to enhance customer satisfaction.
HLAssistant Manager - Service Quality
Honda Cars India Ltd.
Apr 2015 - Mar 2021 (5 years 11 months)
Led service quality initiatives including digitalization of the Owner's Manual—saving 140 pages and 0.46kg CO2 per manual—and liaised with Market Quality and R&D to resolve field issues and improve product reliability.
HLSenior Executive - Warranty
Honda Cars India Ltd.
Oct 2011 - Mar 2015 (3 years 5 months)
Managed warranty operations including claims verification, top-failure analysis, internal audits and recall activities, producing MIS reports to support corrective actions and budget planning.
SLRegional Warranty Manager
Sony India Pvt Ltd.
Oct 2010 - Oct 2011 (1 year)
Oversaw warranty claim processing and cost monitoring for North India ASCs, generated credit/debit notes and MIS reports to improve claims accuracy and financial reconciliation.
SLService Coordinator
Sony India Pvt Ltd.
Sep 2009 - Oct 2010 (1 year 1 month)
Conducted service database and part-failure analysis, monitored turnaround times for North India service centers, and delivered timely MIS to identify service improvements.
Education
Degrees, certifications, and relevant coursework
R(Rajiv Gandhi Proudyogiki Vishwavidyalaya (RGPV)
Bachelor of Engineering, Electronics and Communication
Grade: 77.10%
Bachelor of Engineering in Electronics and Communication, graduated in 2008 with 77.10%.
Miss Hill School, Gwalior
Class XII, Higher Secondary
Grade: 72.00%
Completed Class XII from Miss Hill School, Gwalior in 2004 with 72.00%.
ICFAI University
Post Graduate Diploma in Business Management, Operations
Completed a Post Graduate Diploma in Business Management specializing in Operations.
Model High School, Gwalior
Class X, Secondary Education
Grade: 78.60%
Completed Class X from Model High School, Gwalior in 2002 with 78.60%.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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