STSourabh Tilyal
@sourabhtilyal
Operations specialist optimizing warranties, dispatch, and service delivery.
IndiaWhat I'm looking for
I am an operations specialist focused on improving productivity and efficiency in warranty claims, dispatch, and field service coordination. I consistently drive process optimization and ensure compliance with client-specific and regional regulations.
Across roles supporting US clients and domestic operations, I managed end-to-end warranty claim processes, dispatched and coordinated technicians, and performed quality checks to reduce claim rejections and rework. I also negotiated labor rates, sourced parts, and handled escalations to ensure timely resolution.
I have implemented optimized dispatch schedules, introduced performance dashboards, and improved first-time-fix rates by ensuring accurate triage and scope of work documentation. I use tools such as ConnectWise, ServiceNow, Freshdesk, Salesforce, Streak, Front, Assignr, Aircall, and Excel to maintain data integrity and operational visibility.
I collaborate effectively with cross-functional teams, prioritize SLA adherence, and maintain clear communication with customers, vendors, and client representatives to drive customer satisfaction and operational excellence.
Experience
Work history, roles, and key accomplishments
Operations Specialist
Keepe UP
Dec 2024 - Present (1 year)
Manage end-to-end U.S. warranty claim processes for major clients, reducing claim rejections through quality checks and ensuring timely technician dispatch and invoicing. Negotiate rates, source parts, and ensure compliance with state-specific regulations to maintain SLA adherence and improve operational efficiency.
Service Coordinator
Global Velocity
Oct 2023 - Jul 2024 (9 months)
Coordinated service delivery and dispatch for on-site repairs, implemented optimized schedules and dashboards that improved technician utilization and first-time fix rates. Managed escalation procedures, shift planning, and real-time tracking to meet SLAs.
Service Dispatch Support Coordinator
Diversified India Pvt Ltd
Apr 2023 - Aug 2023 (4 months)
Managed high-volume on-site repair tickets for US clients using ConnectWise, handled scope documentation, inventory and RMA coordination, and performed invoice quality control to ensure accurate billing and adherence to client agreements.
Operations Specialist
Smiles.ai
Feb 2021 - Mar 2023 (2 years 1 month)
Dispatched regional appointments, managed patient relations and escalations, and streamlined operations using Salesforce and Freshdesk to improve treatment acceptance and operational workflows.
Education
Degrees, certifications, and relevant coursework
Maharashtra Board
HSC, General (Higher Secondary)
Completed Higher Secondary Certificate (HSC) under the Maharashtra State Board.
Maharashtra Board
SSLC, General (Secondary)
Completed Secondary School Leaving Certificate (SSLC) under the Maharashtra State Board.
SECAB College of Engineering
Bachelor of Engineering, Electronics and Communication Engineering
Completed Bachelor of Engineering in Electronics and Communication Engineering.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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