Gaurav Jain
Assistant Vice President- Customer Service
- Role
- Assistant Vice President - Customer Service at Ozone Group
- Location
- Delhi, DL, IN
- LinkedIn followers
- 500 followers
About Gaurav Jain
With over two decades of experience, I specialize in leading customer service and…
Experience
Assistant Vice President - Customer Service
Jul 2025 — Present · Gurugram, IN
AVP – Services at Ozone Group | Driving Operational Excellence & Customer Experience • Overseeing the entire customer experience strategy and implementation.• Driving initiatives to enhance First-Time Fix (FTF), TAT, and CSAT scores.• Spare parts process management to reduce overall RTAT to support to improve customer experience.• Drive revenue growth through service contracts, extended warranties, and AMC (Annual Maintenance Contract) programs while optimizing service partner models for profitability.• Optimizing service partner contracts, onboarding, and performance monitoring.• Formulating service policies and aligning them with organizational objectives.• Strengthening digital transformation with AI tools, self-service platforms, and CRM integration.• Ensuring continuous improvement by capturing VOC (Voice of Customer) and applying insights into operations.• Managing service financials including budgeting, forecasting, and cost optimization.• Building, training, and mentoring high-performance service teams across regions.
Education
I.A.S.E. University
Master of Business Administration (MBA)
Kurushetra University
Bachelor of Science (B.S.)
Sikkim Manipal University of Health, Medical and Technological Sciences
Master in Information Technology
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