Headline

Service Operations & Client Support Manager | CXMS | MIS & Process Improvement

About

Service Operations and Client Support professional with 6+ years of experience in managing customer incidents, escalations, and SLA-driven service delivery across operations-led environments. I bring strong expertise in service quality management, MIS reporting, process improvement, and cross-functional coordination to ensure smooth and timely resolution of service issues. In my current role, I work closely with internal stakeholders and regional teams to drive service performance and customer satisfaction. I have hands-on experience using internal service management portals such as CXMS and CJAP, along with strong analytical skills using Excel-based reporting. I am currently transitioning into IT Service / Operations roles, where I aim to contribute to structured service delivery, incident management, and continuous improvement initiatives. Key strengths: • IT Service Operations & Delivery • Incident & Escalation Management • SLA / TAT Monitoring • MIS & Data Analysis • Client & Stakeholder Management • Process Improvement Open to opportunities in IT Service Delivery, IT Operations, Client Success, and Project/Service Coordination roles.

Location

Noida

Work experience

Service Operations / Quality Care Manager at Maruti Suzuki India Limited, Dec 2022 - Present · 3 yrs 6 mos

Quality care manager at Maruti Suzuki India Limited, Dec 2022 - Feb 2026 · 3 yrs 3 mos, Noida, Uttar Pradesh, India

Quality Manager at NEXA - Maruti Suzuki India Ltd, Aug 2021 - Nov 2022 · 1 yr 4 mos, Shahjahanpur, Uttar Pradesh, India, Ensuring that 100% enquiries from all sources are captured distributed to teams and is followed up. - Ensuring that 100% customer queries are responded - Responsible for IT systems & MIS - Ensuring implementation of SOS & quality of sales aspects in showroom - Handling of customer utilities & conveniences including processes of Floor Management, Valet, and Pantry and car delivery. - Capturing of customer complaints, response within 1 hour and resolution within 24 hours through RMs. - DATA Analyzing

Online Marketer at BizGurukul [learn and Earn], Jun 2021 - Jun 2022 · 1 yr 1 mo, Shahjahanpur, Uttar Pradesh, India

Leading affiliate marketer at BizGurukul [learn and Earn], Jun 2021 - Jun 2022 · 1 yr 1 mo, Work from home

DIGITAL DESK MANAGER at Maruti Suzuki India Limited, Feb 2021 - Jul 2021 · 6 mos, Shahjahanpur, Uttar Pradesh, India, *Handling and Managing Sprinklr CXM Platform, *All Digital Process, *Digital Marketing, * Dealing with the clients. *Leads Management (Capturing the inquiries from all sources). *Reporting to the parent Dealer. *Customer Retention Management.

Education

Master of Business Administration - MBA, Finance, General, APJ Abdul Kalam Technological University