Swapnil Partole

Led Mumbai field support for POS devices and soundboxes, managing 6 Team Leaders and 80 Field Service Engineers. Improved SLA compliance by approximately 30% and increased merchant coverage by 40% across 12 cities.

Managed Maharashtra field operations for high-volume POS terminals, leading 2 Team Managers, 4 Team Leaders and 40+ Field Service Engineers. Reduced bank and merchant escalations from approximately 50% to 20% and reduced downtime by 25%.

Led West zone field services for POS and QR Boombox devices, maintaining 24/7 support and SLA-focused operations. Reduced daily pending service calls from approximately 700 to 350 and improved installation turnaround from 3 days to same day.

Managed West zone POS field services and supported credit, debit, smart-card and loyalty-card transaction operations. Expanded the active terminal base by approximately 5,000 devices and contributed to zone revenue growth of up to 30%.

Led pan-India POS readiness and support, managing 250+ Field Service Engineers and 15 in-house technical staff across installations, UAT and customer care. Reduced vendor-related costs for terminal spares and SIM/network services by approximately 20%.

Established Mumbai and Pune offices as West zone hubs for POS field services. Built and onboarded the regional field service team, supporting recruitment, training and performance management.

Managed POS field service operations across Mumbai, Maharashtra, Goa, Gujarat and Madhya Pradesh. Led regional teams handling installations, maintenance and service calls for merchants and partner banks.

Managed back-office and technical operations, including service-call reporting, stock records, installations and device replacements. Tracked pending and completed calls against SLAs and coordinated with retailers, distributors, banks and internal IT teams.

Managed daily back-office operations, team allocation, performance monitoring and customer issue resolution. Supported process improvement, quality controls and service-provider coordination to improve operational consistency.

Installed, maintained and serviced EDC terminals for credit, debit, smart-card and loyalty-card applications. Provided 24/7 field service support in Mumbai, tracked service-level agreements and trained field teams, help-desk staff and users.

Supported EDC installation, maintenance and service operations, along with prepaid voucher and card-related services. Coordinated service operations through field engineers and maintained customer relationships and service quality.

Graduation from the University of Mumbai.