Mohammad Serajul Haque
DYNAMIC SERVICE DELIVERY AND OPERATIONS MANAGEMENT
EXPERT WITH PROVEN LEADERSHIP IN ENHANCING CLIENT &
CUSTOMER SATISFACTION
serajjameyee@[Link] +91-7208500123 Mumbai, India [Link]
SUMMARY SKILLS
Results-driven General Manager with over 12 years of extensive Problem Solving
experience in Service Delivery and Operations Management, SLA & KPI Management
recognized for successfully managing Pan-India service operations and
Project Management
nurturing strategic partnerships. Expertise in cultivating strong
relationships with a variety of stakeholders, including corporate clients Strategic Planning & Execution
and suppliers. Known for exceptional analytical and communication Reverse Logistics
abilities, effectively resolving complex customer challenges. Proven Vendor & Partner Management
leader fostering collaborative team environments and dedicated to
Spare Parts & Repair Centre
providing outstanding value to both internal and external clients.
Management
EXPERIENCE Customer Experience Enhancement
Team Leadership
General Manager (Service Delivery & Operations Process Improvement & Quality
Management) Assurance
UTC Digital Technologies Pvt Ltd Aug 2022 - Present Negotiation & Cross-Functional
Engineered and implemented an innovative appliance assessment Collaboration
tool achieving a 98% accuracy rate for pricing valuations, saving
Data Analysis & Reporting
more than ₹1 Cr annually.
Transformed the traditional appliance quality check process into a Re-Commerce
streamlined digital platform, enhancing efficiency, accuracy, and Appliance Refurbishment
traceability across operations. Extended Warranty and Accessories
Designed an end-to-end customer journey, optimizing touchpoints Upselling
from initial inquiry to post-service follow-up, ensuring a seamless
Product Development
and engaging experience that increased customer satisfaction and
retention. P&L Management
Managed a service volume exceeding 15,000 per month, leveraging Key Account Management
insights and analytics to adopt best industry practices in a high-
pressure environment. LANGUAGES
Oversaw daily operations of Service Management, collaborating
with 50+ service and 20+ logistics partners across India. English
Onboarded appliance refurbishment centers across major cities in
Hindi
India, achieving a 150% revenue growth through the sale of
refurbished appliances and generating over ₹15 lakh in service Urdu
charges in 2024.
Collaborated with cross-functional teams to ensure compliance with
service delivery timelines, optimizing revenue generation.
Negotiated terms with partners, focusing on establishing new
partnerships, setting targets, and pricing strategies.
Designed and executed training programs to enhance partner
resource capabilities, focusing on product and technical knowledge.
Shared responsibility for P&L management, developing scalable
business models and identifying service opportunities.
Implemented secondary channel sales initiatives, driving revenue
growth exceeding ₹1.5 Cr in 2024
Branch Manager
Jeeves Consumer Services Pvt Ltd Apr 2018 - Aug 2022
Oversaw daily branch operations and managed a diverse team of
over 150 employees and over 20 service franchises and vendors.
Developed and executed strategic plans with clear objectives for the
operations team, ensuring seamless execution.
Achieved year-over-year revenue growth through successful
upselling of extended warranties and accessories, generating ₹4
crore in revenue for FY 2021-2022.
Implemented performance metrics and KPIs that enhanced service
efficiency.
Created and conducted training programs that increased employee
productivity by 50%.
Initiated an in-house TV repair center, resulting in annual cost
savings of over ₹50+ Lac.
Product Specialist
Samsung India Electronics Pvt Ltd Jan 2015 - Mar 2018
Oversaw operations of more than 30 service franchises to ensure
service quality and efficiency.
Led demo and installation teams for audio/video products and home
appliances in two locations.
Delivered expert technical support for Samsung products to both
customers and internal teams.
Facilitated training sessions for sales and service executives, driving
an increase in high-margin product sales.
Center Manager
Sharp Enterprises (A Tata Sky Franchise) Oct 2011 - Dec 2014
Supervised service center operations to ensure prompt service
delivery and efficient issue resolution.
Implemented quality control initiatives that decreased service
deficiencies.
Improved customer satisfaction ratings by refining service delivery
processes.
Coordinated back-office operations and ensured effective
collaboration with accounting and inventory teams for streamlined
service delivery.
Ensured timely service call resolutions in line with TAT
commitments.
EDUCATION
MBA
Narsee Monjee Institute of Management Studies (NMIMS), Mumbai
Sep 2015 - Jul 2017
[Link] IT
Lovely Professional University (LPU), Phagwara Sep 2007 - Jul 2011
CERTIFICATION
Digital Leadership in Business
Simplilearn 2024-10-20
Leadership and Team Handling
Jeeves Consumer Services Pvt Ltd 2020-12-29