Nilotpal Dev Sarma

About Nilotpal Dev Sarma

Customer Service & Operations Leader | Designing Scalable, High-Trust Service OrganisationsExperienced Operation and Commercial Head with a demonstrated history of working in the B2B, Consumer electronics industry. Skilled in people management, customer handling. Strong support professional with a Bachelor of Engineering (B.E.) focused in Electronics and TeleCom from Assam Engineering College. I want to manage Operations.I build service organizations that survive pressure, scale fast, and earn customer trust when systems are under stress.For over 11 years, I have worked in environments where excuses do not survive—only results do. Currently, as State Head – Service Operations at Gilbarco Veeder-Root, I lead service delivery across one of the most complex geographies in India, supporting critical infrastructure customers such as IOCL, BPCL, HPCL, and Nayara. When service fails, operations stop. That reality sharpens judgment very quickly.What experience has taught me—and how I add value: • Ownership beats hierarchy. I lead teams with clear accountability, visible metrics, and a bias toward solving problems at the source. This approach helped me turn around an underperforming region into a profitable, SLA-driven operation with 98.98% compliance. • Systems matter more than effort. I redesigned service workflows, inventory movement, and repair-center execution, reducing turnaround time by 30% and improving margins from 19% to over 56%. Effort without the right system does not scale. • Customers are partners, not tickets. I personally drove resolution of critical escalations, restoring customer trust by 25% and sustaining 98%+ retention by fixing root causes—not by short-term appeasement. • Pressure is the baseline. Large teams, third-party vendors, safety risks, financial targets, and zero tolerance for downtime are not exceptions in my work—they are daily operating conditions. • I adapt fast. I have delivered results across consumer electronics, industrial systems, and service-intensive businesses by learning products deeply and improving processes relentlessly.I work on leadership effectiveness.Judgment, speed of learning, bias for action, and customer obsession do.If selected, I will not promise comfort.I will promise clarity, execution, and a service culture that earns trust when it matters most.If your organization is looking for someone who can own service outcomes, challenge broken processes, and build teams that perform under pressure, I am ready.Regards,Nilotpal Dev Sarma +91••••••••62 n••••••••@gmail.com

Experience

1. State Head

   Gilbarco Veeder-Root

   Jul 2021 — Present · IN

   Working as State Head for North East. Responsibile for Operation and Commercial Business of North East.1. SLA ( Oil Company)2. Revenue Recognition 3. Monthly Collection of AR4. Field Team performance monitoring 5. People Development 6. Service Management7. Business Development • Manage service operations, ensuring efficient warranty handling and after sales service delivery.• Oversee service management processes to improve customer satisfaction and reduce costs.• Develop and implement strategies for effective warranty management, including claims processing and resolution.• Collaborate with cross-functional teams to resolve complex technical issues related to after sales services.Ensure compliance with company policies, procedures, and regulatory requirements.• Customer facing role. Responsibilities AchieveKPls• Billing Vs Collections• Ageing Reductions for AR greater than 90 Days, AR greater than 180 days.• Bad Debts (RDD)• Days Sales Outstanding (DSO)• Process adherence and Compliance.• Internal Audit, Statutory Audit• Driving ESAT scores with team engagement programs.• Driving training and knowledge enhancements for team.

Education

• Sanakar Dev Shishu/Vidya Niketan, Pathsala

  HSLC

• Assam Engineering College

  Bachelor of Engineering (B.E.), Electronics and Telecommunication

  2009 — 2013