Open to opportunities

Sourabh Tilyal

@sourabhtilyal

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Operations specialist optimizing warranties, dispatch, and service delivery.

India

Message

What I'm looking for

I seek operations roles where I can optimize dispatch and warranty workflows, improve SLAs and FTFR, collaborate cross-functionally, and drive measurable efficiency and customer satisfaction.

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

Current

Operations Specialist

Current

Keepe UP

Dec 2024 - Present (1 year 6 months)

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.

Warranty Processes SLA Sourcing Invoice Processing Escalation Management Process Optimization

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.

Ticketing Systems FTFR Improvement Escalation Management Real Time Tracking Performance Dashboards

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.

Ticketing Inventory Management Scope Documentation

Service Dispatch Support

Diversified India Pvt Ltd

Apr 2023 - Aug 2023 (4 months)

Managed and tracked high-volume on-site repairs for US clients using ConnectWise, dispatching work orders and preparing scope details for field technicians. Supported warranty/RMA research, equipment purchase auditing, pack list preparation, client service agreement compliance, invoice quality control, and post-visit ticket analysis to ensure accurate documentation and timely billing.

ServiceNow Dispatch Coordination Scope Preparation Warranty Research Packing List

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.

Salesforce Freshdesk Patient Relations Data Tracking Cross Functional Collaboration

Procurement Operation Buyer

Abita Innovation Pvt Ltd

Feb 2019 - Mar 2023 (4 years 1 month)

Configured SAP enterprise structure and SAP MM procurement processes, managing master data for materials, vendors, purchasing info records, and payment terms. Owned purchase document workflows (RFQs, quotations, GR/issue, invoice verification), supported PO releases and safety stock/reorder point planning, conducted supplier bid comparisons/negotiations, and coordinated with internal teams to ensu

Master Data Management Goods Receipt & Invoice Verification Safety Stock & Reorder Points Special Procurement (Subcontracting Consignment)