Amith Sharmaa

About Amith Sharmaa

I am particularly proud of my achievements in process improvement, where I have successfully led initiatives to streamline operations and reduce costs while maintaining service excellence. Leveraging data-driven insights, I have consistently made informed decisions that have positively impacted operational effectiveness and profitability.My passion for customer experience excellence has driven me to develop and execute strategies that prioritize customer satisfaction and loyalty. By fostering a culture of problem-solving and innovation, I have proactively addressed challenges and seized opportunities to enhance service revenue generation.Service Delivery - A. Channel Partner Lifecycle Management - Right from identifying the need of service partner to closure of a service partner. ROI / Onboarding / Audit / Improvement / Award Reward / F&F - experienced in all stages. B. Escalation Management - All escalation to CS head, MD escalations, spare not available cases, delay in service, repeated failures, escalation from sales forces, etcC. Service Partner Audits - Timely service franchisee audits, and best practices implementation for improvement in service delivery.D. Trade partner satisfaction - Visiting to trade partners and sales team to ensure service excellence. Resolving escalation received from trade partner / sales team for business growth.E. Service Business - Meeting targets as defined by management, always achieved >100% targets assigned. Product Line - TFT / UPS / desktop or laptop accessories / Liquid detergents / Washer cleaners / Covers / spare parts / AMC / Contract. Monthly schemes floating to field, discussing challenges with team and service technicians to achieve targets.Service Quality - A. Training & Planning - Identifying the need to training to filed force. Planning training schedule for new product launch, refresher training. Training Material arrangement. B. Failure Analysis - Failure rate analysis, DOA monitoring, Feedback to factory/ buying on quality Issues and improve product performance.C. Spare Part Management - Monitoring consumption of spare parts, based on failure analysis spare forecasting to part team, refurbishment of the defective spares, defective generated through DOA repair activity.

Experience

1. Senior Manager after Sales Service

   Flipkart

   Sep 2021 — Present · Bengaluru, IN

   Customer Service, Installation, Tech Visit, Repair Services, Ratings, Spares parts management, Field failure rate (3M, 6M, 9M, 12M), New launch readiness, Early failure management, Day to day problem solvingContributing to yearly service AOP and strategy plus preparing and keeping close eye on Service CostCommunicating and collaborating with the cross-functional teams such as Billing, Product Team, Quality, Contact Centre, Control Tower to achieve business objectives / metricsIdentifying failed service metrics regularly and establishing process controls - DMAIC approachLearnings: Stake holder management, setting right expectation, Data based and tactfully getting things completed, Service cost optimization, problem solving: short term / long termAchievements: Two instant Karma awards, 3 best team awards, promoted as senior manager, given additional responsibility of SCM, 8.5 Cr spares billing revenue generated (40% margin)

Education

• Shri Kailashpat Singhania Higher Secondary School

  High School Diploma, Mathematics and Computer Science

• Pt. Ravishankar Shukla University, Raipur

  Bachelor of Engineering - BE, Computer Science

• Kendriya Vidyalaya (KV)

  Middle School Diploma, Mathematics and Computer Science