1. Amit Gupta
A: W-24, Green Park Main, New Delhi - 110016
E: gamit04@hotmail.com / gamit0412@gmail.com ••• C: +91- 8588907890 / 9873378654 / 11 26565310
Senior Management: Service Delivery
Snapshot: Qualified senior management professional with over 20 years of experience in customer service & support for
various products categories from Consumer Electronics / Home Appliances, Air Conditioners, IT Products & Mobile
Phones across diverse organizations; possess expertise in customer support, field operations/ service network, planning,
technical support, systems development (s/w) & call centre operations. Exploring challenging senior managerial
assignments with a professionally managed organization
Core Competencies include…
Service Network Operations & Delivery ~ Service Planning & Strategy ~ Technical & Trainings ~ Call Center Operations
~ Budgeting & Cost Control ~ Spares & Inventory Management ~ Project Implementation ~ Resource Optimization ~
Client Relationship Management ~ Team Mentoring & Leadership
PROFILE OVERVIEW
 Service Delivery Management: Skilled in spearheading multiple managerial functions/ activities in a high pressure
environment, identify/ prioritize tasks at hand and meet deadlines
 Team Leadership: Evaluate team performance and provide productivity enhancement feedback. Groom & mentor
team members in enhancing client satisfaction by effectively resolving issues and providing superior service quality
 Process Improvement: Proficient in review of deliverables and implementation of methodologies for enforcement of
organizational standards within minimized cost.
 IT Management: Proven ability in implementing ERP system in the organization to cater to corporate and field
operations
 Personal Attributes: High mentoring ability turning mediocre performers into high performing, dedicated
performers. Significant contributor to organizational development, growth and strategic decision making processes
utilizing outstanding management and motivational abilities
ACCOMPLISHMENTS
• Played key role in conceptualizing, developing & setting up LG Owned Call Centre (500 seats) in India as well
as framework for cost effective LG Direct Service Centre across the branches at corporate level
• Set up LCD Panel & DVD writer repair centers during tenure as IT Service Head
• Generated annual savings of INR 2 Crores through effective service audits
• Instrumental in building LG Service amongst the best service in the industry (yr 2000) for first time & thereon
• Appreciated by MD for exceptional service response from the market in Rajasthan Region
• Revenue & Cost - 164% (OW Labor), Part Profit - 50%, AMC - 267% with low operational Cost < 1.2%
• Additional Task handled as Functional Leader (Service) for Oracle implementation (CRM) based at Corporate
office
• 2nd position in All India Graduate Engineer Trainee program at BPL
PROFESSIONAL EXPERIENCE
Intex Technologies Limited, New Delhi  Jun 2015 – Nov 2015
Head – Service (CDIT)
• Spearhead team efforts in setting up service structure in rendering qualitative services for enhancing customer
satisfaction
• Utilize onsite, RTB and PJP services in designing Customer Centric Organization for multi-functional products
• Optimize resource utilization by allocating tasks to team members and implementing various process
improvement initiatives
• Collate market intelligence on service standards of competitors for reengineering business strategies as well as
setting up Operational Plan, Key Service Performance Indicators, (RTAT-Repair & installation, FTF, MSL, Fill Ratio,
Lead Time, Bulk Repair process etc.)
• Develop parameters as well as performance related matrices and processes through SAP System for direct &
indirect channel for enhancing customer satisfaction
• Ensure compliance to service levels, budgetary allocations for enhancing productivity and revenue generation
(P&L) across direct & indirect channel

2. • Develop Customer Engagement Programs to align customer expectations to organizational business processes
LG Electronics India (P) Ltd, Greater Noida  Jan 1999 – Jun 2015
Regional Service Manager (DGM) ~ Sep 2013 – Jun 2015
• Led a team of 26 direct employees & 125 Indirect manpower along with 83 Service Centers across Gujarat, MP &
Chhattisgarh in managing branch service operations in compliance to organizational policies and procedures
• Assisting & coordinating with branches for service operations & providing proactive solutions to the end users
• Utilized Service Delivery tools like RTAT, Pending Rate, Productivity, 211 service for evaluating team
performance
• Involved in planning, implementing & controlling service functions in compliance to budget & revenue
generation
Head – CIC & Service Audit (AGM) ~ Apr 2009 – Sep 2013
• Conducted audit of service processes (Physical & tele-Audit) at Branch / Service Centers
• Rendered support to drafting/ implementing policies based on day to day operational requirements of branches
• Led Call Centre Operations (all products) through 500 seats centers each based in North & West India within
budget
• Implemented Voice of customer (VoC) - Escalation management through various mediums
National Service Manager (AGM) – IT Products ~ Sep 2006 – Sep 2009
• Led a team of 25 members, 250 Service Partners for monitoring IT service operations in India
• Defined service standards, policies and ensuring their compliance with targeted service budget
• Ensuring smooth supply of spare parts & their availability to filed Apart from organizing training sessions for
field engineers and area managers
• Organizing training sessions for field as well as technical updates/solutions in coordination with factory
(Quality/R&D)
Zonal Service Manager ~ Dec 2004 – Aug 2006
• Managed UP, Uttaranchal & Rajasthan operations comprising of 35 service centres through a team of 44 members
• Ensuring compliance to service standards & procedures for CE, HA, IT and GSM products
• Involved in planning, development, implementing & controlling in compliance to revenue and cost parameters
• Assisted in the service operations team for providing proactive solutions & enhancing operational efficiencies
• Accomplished KPIs like FTF, RTAT and productivity by optimized network plans & manpower (call forecast
based)
Branch Service Manager / Dy. Manager ~ Apr 2002 – Nov 2004
• Led service operations for CE, HA, GSM, IT products for Rajasthan branch
• Handling direct service operations, network planning & manpower availability based on call forecasting
• Deliver Prompt service through proper parts planning, prompt delivery of parts & trainings to field.
• Ensured compliance to Key KPI parameters like Response Time, Pendency Level (%), Cost & Revenue
Assistant Manager – Corporate ~ Jan 1999 – Apr 2002
• Collaborated with the HOD in managing day to day operations as well as defining service policies
• Rendered technical/ spare support for new models & organized training sessions for field engineers
• Evaluated product quality reports in collaboration with factory for improvements
• Assessed branch & ASC performance on various service parameters & maintain service within stipulated budget
• Worked on LG ASC software development(CRM), installation, implementation and maintenance
PREVIOUS ASSIGNMENTS
BPL Engineering Ltd, New Delhi  Apr 1995 – Jan 1999
Service Executive (Regional Office)
Shibumi Medical Systems, New Delhi  Oct 1994 – Apr 1995
Sales Executive
ACADEMICS
• B.E. (Electronics), DYPCET, Shivaji University, Kolhapur 1994

3. • Emerging Leaders Program – I & II at IIM
Date of Birth: 04th
December 1972 ~ Passport No: M6287733 ~ References: Available on Request