JITENDRA KUMAR MAHOLIA

Mobile: +91-979******* E-Mail: adyuar@r.postjobfree.com

HIGH-IMPACT OERATIONS MANAGEMENT PROFESSIONAL

Operations Management Technical Support Customer Service Service Delivery Management

Adroit in ensuring delivery of high-quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services

AN OVERVIEW

A competent professional with 14 years of extensive experience in Service Operations, Business Transformation, Quality Management, Helpdesk & Technical Support and Customer Support

Currently working with Reliance Jio, Jhansi as Area Service In charge

Solutions Driven & Customer Centric Professional; adept in handling customers and managing revenue, account profitability and CSI (Customer Satisfaction Index). Demonstrated excellence in recommending improvements to functionality, creating and delivering quality services

Combined multi-disciplinary experience (across operational controls, after market services and material management, training & development and business growth) with the hands-on approach to nurture an organisation with limited resources into an entity to reckon with at the global level today

Deft in handling all service-related issues at branch level, handling customer queries providing after sales services; adept in managing operations with focus on profitability by ensuring optimal utilization of resources

Enterprising leader with abilities in motivating cross functional teams and delivering quality services to clients; strong relationship management, analytical and communication skills

AREAS OF EXCELLENCE

Managerial:

Knows the Business: Possess demonstrative capability of transforming business

Personal Credibility: Use personal credibility to influence outcomes

Strategic Contribution: Create new concepts in relation to the people that results in improved performance

Skillful Execution: Make things happen, against the odds in a collaborative way

Functional:

Operations Management Service Delivery SOPs Development

SLA / TAT Management Customer Care Services After Sales Support

Techno-commercial Operations Quality Assurance CRM

Technical Support Helpdesk Management Team Supervision / Trainings

CAREER CONTOUR

Since October 2020: Reliance Jio, Jhansi as Area Service In charge

November 2018 - October 2020: Flex Electronics, Jaipur as Regional Service Manager

Role:

Improving customer service experience, and facilitating after sales services. Taking ownership of customers issues and following problems through to resolution. Setting a clear mission and deploying strategies focused towards that mission. Acting as an escalation gate to resolve critical issues of the team members as well as clients

Efficiently & effectively managing 28 service centres equipped with 19 HMD products, 9 Huawei Products, ASP, 2 collection points and entire team of 250 members. Reporting to Operations head, North

Efficiently & effectively allocating Engineers for the Installation, Correct / Preventive Visit and Customer Services Request Handling CRM and managing customer care operations at frond desk, through phone, prepared reports and updated higher officials regarding services

Deftly maintaining the stock for spares, swap phones and service tools and asset for all service centres, maintaining the TAT every repair and complaint call

Imparting product training to the sales representatives and technical training to the technicians in service centres. Proficiently downloading and installing the latest information and software for repair

Deftly devising and instituting policies, handling daily operations, as well as planning the use of SOP’s Processes for end user’s

Responsible for regular audits of each service centers to ensure compliance and SLA

Administering the manpower and resources, sales channels through brand support and services

Leading service and marketing events to establish the brand and to attain higher customer satisfaction

July 2014 - Nov 2018: Lava International Limited, Jaipur as Area Service Manager

Highlights:

Responsible for managing the team of 13 service centres and entire service network with 4 Exclusive Centre, 7 Normal ASP, 2 Collection point

Attainments:

Received ‘Letter of Appreciation’ for attaining higher customer satisfaction

Proud recipient of Man of Excellence Award in June’2015

Achieved Director Award in January’2015 in

Acquired Man of Excellence Award in Dec’ 2014

PREVIOUS EXPERIENCE

February’14 - May’14: Spice Mobility, Jodhpur as Area Service Manager (Smart Phones, Feature Phones, Telecom devices

December’10 - February’14: Samsung (I) Electronics Private Limited, Jaipur as Service In Charge (CE, HA, IT and Mobile Phones)

April’07 - November’10: Hotspots Retails, Noida and Jaipur as Service Engineer (Fly Mobiles)

EDUCATION & CREDENTIALS

MBA in Marketing Management in 2017

Mahatma Gandhi Kashi Vidyapith, Varanasi

BBA in 2014

Mahatma Gandhi Kashi Vidyapith, Varanasi

Diploma in Business Administration in 2007

National Institute of Management, Maharashtra

PERSONAL SNIPPETS

Date of Birth: 2nd July, 1985

Address: 2/7 Khandelwal Tower, Vidhadhar Nagar, Jaipur

Languages Known: English & Hindi

Preferred Locations: Middle East, Abu Dhabi, Oman and Turkey

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