Sr. Asst Manager - Extramarks Education Pvt. Ltd.

​July 2010 - present

 

(Team Size:  8 Direct Zonal Managers (Directly), 115+ Engineers (Indirectly), 3 Sub Admin. at PAN India Level)

 

Growth Path

Jul’10 - Jan’12                Operations & Purchase Executive

Jan’12 – Jun’12              Senior Service & Support Officer

Jun’12 – Apr14               Assistant Manager (Services)

Apr’14 – Sep’15              Sr. Assistant Manager (Services)

  

Key Responsibilities:

• Handled service operations and escalated calls of different location and projects to provide trouble free services in terms of 5 year contact to achieve SLA’s under agreement with schools and organizations

• Administered multiple OEM and Hardware vendors as per signed SLA’s

• Maintained cordial relationships with the key customers like Director, Management and IT Heads of the departments and education organizations

• Defined KRAs and KPIs for the Zonal Managers and the Service Field Team.

• Managed vendors for IT Infrastructure development at different sites (Schools) based on the requirement with different teams of Logistic, Installation, Software and Connectivity

• Spearheaded efforts in managing costs and Revenue targets for the cluster and handling Deliver Service level requirements. Tasked with establishing governance model and ensure adherence at all levels with all stakeholders

• Ensured Compliance to Security Guidelines, both Data and Physical Security. Deployed performance enhancement plans in processes to ensure value delivery to clients/customers.

• Overseeing volume and staffing dynamics as per the past trends and future insights. Deployed & implemented Performance Management and succession planning at all levels.

• Identified requirements of the organization and designed processes in line with the preset guidelines

• Controlled the overall functioning of process & undertook effective measures to maximize customer satisfaction

• Mitigated unnecessary procedures in process and ensured uniformity in the process with focus on achieving organizational requirements

• Visited client site (PAN India) for obtaining service feedback and making changes, if required

• Involved in forecasting manpower requirement & new processes on each quarter for department

• Used PowerPoint  Excel to prepare & submit drilldown & executive reports

   

   

Quality Engineer - Asian Electronics Pvt Ltd.

​August 2007 - April 2008

 

Key Responsibilities:

• Ensure adherence to quality parameters of products

• Followed up with suppliers and performed quality level on supplier parts

• Entrusted with the overall operations runs effectively and efficiently to meet the business requirement, involved in the staff development, payroll management and staff planning to meet service requirements and involvement in recruitment process as necessary.

• Extended support and provided regular performance feedback and giving frequent formal and informal coaching sessions. Intervene when necessary to aid the group in resolving issues. On floor improvement initiatives.

• Provided timely feedback/update to Management regarding performance of the process and improvement areas. Took initiatives to streamline processes and focus areas. Conceptualized and implemented a sustainable learning platform to develop and enhance process knowledge.