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MOHAMMAD SERAJUL HAQUE, General Manager – Service Delivery & Operations

MOHAMMAD SERAJUL HAQUE

General Manager – Service Delivery & Operations·UTC Digital Technologies Pvt. Ltd.

India

Master's degree, Operations & Strategy

Work experience

Total years of experience: 14 years, 8 months

General Manager – Service Delivery & Operations

August 2022 - Present

UTC Digital Technologies Pvt. Ltd.

Mumbai, India

August 2022 - Present

• Achieved 98% pricing accuracy by implementing Insure-Tech driven appliance assessment tools,
saving ₹1 Cr annually.
• Orchestrated service process digitization initiatives, elevating operational efficiency by 30%,
enabling full workflow traceability, and instituting training programs for employees.
• Enhanced customer journeys, resulting in a 20% uplift in engagement and improved repeat service
rates.
• Managed Pan-India operations, including 15, 000+ monthly transactions across 50+ service and 20+
logistics partners.
• Launched refurbishment pilot and re-commerce channels, achieving 150% YoY revenue growth and
₹15+ lakh in FY24 service revenue.
• Co-managed service P&L, adding ₹1.5 Cr+ through secondary channel strategies.
• Led partner training programs, improving service competency and increasing customer satisfaction
by 15%.
Company industry:
Consumer Electronics

General Manager – Service Delivery & Operations

August 2022 - Present

UTC Digital Technologies Pvt Ltd (Digi2L)

Mumbai, India

August 2022 - Present

Led end-to-end Pan-India service delivery, reverse logistics, exchange and buyback operations for large home appliances
and consumer electronics across a 1, 000+ reseller, 150+ service partner, and 30+ logistics partner network.
• Managed 15, 000+ monthly transactions, ensuring SLA adherence and operational KPI targets across the national
network.
• Implemented a digital appliance evaluation solution improving pricing accuracy to 98%, saving ₹1 Crore annually and
reducing disputes.
• Led digital transformation initiatives that improved operational efficiency by 30% through process automation and data
analytics.
• Managed end-to-end exchange operations including appliance pickup, refurbishment, grading, resale, and logistics
coordination.
• Launched refurbishment and re-commerce channel delivering 150% YoY revenue growth in the secondary market.
• Generated ₹1.5 Crore+ in additional revenue through secondary channel optimization and value recovery programs.
• Improved customerjourney and engagement metrics by 20% through customer experience process redesign and
digital touchpoints.
• Developed SOPs, partner training programs, and quality frameworks improving service consistency and compliance.
Company industry:
FMCG
Job role:
Customer Service and Call Center

Branch Manager – Service Operations

April 2018 - April 2026

Jeeves Consumer Services Pvt Ltd

Mumbai, India

April 2018 - April 2026

Managed regional after-sales service operations for consumer durables and electronics across 20+ service franchises with a
team of 150+ service engineers and staff members.
• Delivered ₹4 Crore+ annual revenue through extended warranty program management, upselling, and accessories
sales.
• Improved TAT performance by 25% through implementation of an SLA governance framework and real-time tracking
dashboards.
• Established an in-house repair center, reducing operational costs by ₹50+ Lakh annually through insourcing.
• Increased team productivity by 50% through structured training programs, performance management, and incentive
design.
• Strengthened franchise partner relationships through regular audits, capacity-building workshops, and operational
reviews.
Company industry:
Call Centers & Customer Care Outsourcing
Job role:
Management

Product Specialist – Service & Technical Support

January 2015 - April 2026

Samsung India Electronics Pvt Ltd

Mumbai, India

January 2015 - April 2026

• Managed 30+ service franchise partners ensuring compliance with Samsung service quality standards and brand
guidelines.
• Improved installation and post-sale customer satisfaction scores from 77% to 97% — a 20-point uplift within 12 months.
• Conducted product and service capability training programs for 100+ field technicians across the region.
• Supported premium product service adoption through technical enablement and on-ground service excellence
initiatives.
Company industry:
Industrial Production

Branch Manager – Service Operations

April 2018 - December 2025

Jeeves Consumer Services Pvt. Ltd.

Mumbai, India

April 2018 - December 2025

• Directed regional service operations across 20+ franchises and a team of 150+ members.
• Drove revenue growth with extended warranty and accessories sales, reaching ₹4 Cr+ annually.
• Introduced SLA and KPI frameworks, improving TAT by 25% and increasing accountability.
• Established an in-house repair center, reducing costs and saving ₹50+ lakh annually.
• Boosted team productivity by 50% through structured training and coaching initiatives.
Company industry:
Call Centers & Customer Care Outsourcing

Product Specialist – Service & Technical Support

January 2015 - March 2018

Samsung India Electronics Pvt. Ltd.

Mumbai, India

January 2015 - March 2018

• Supervised operations for 30+ service franchises, ensuring adherence to service quality standards.
• Improved regional installation and technical support processes, enhancing customer satisfaction
from 77% to 97%.
• Conducted service capability and product training programs, increasing premium product adoption.
Company industry:
Consumer Electronics

Center Manager

October 2011 - December 2014

Sharp Enterprises (A Tata Sky Franchise)

Mumbai, India

October 2011 - December 2014

Company industry:
Telecommunications

Center Manager

October 2011 - December 2014

Sharp Enterprises (Tata Sky Authorized Franchise)

Mumbai, India

October 2011 - December 2014

• Reduced service deficiencies from 18% to below 6%, achieving a 12-point improvement in quality compliance metrics.
• Improved customer retention from 71% to 95% through service recovery programs and proactive customer
engagement.
• Managed end-to-end service operations including spare parts inventory, team coordination, and daily SLA monitoring.
Company industry:
Internet & E-commerce

Education

NMIMS Mumbai

July 2017

July 2017

Master's degree, Operations & Strategy

India

NarseeMonjeeInstituteofManagementStudies(NMIMS),Mumbai

July 2017

July 2017

Master's degree, Operations

India

Narsee Monjee Institute of Management Studies (NMIMS)

May 2017

May 2017

Master's degree, Operations & Strategy

India

GPA (point): 2.73 out of 4

GPA (point): 2.73 out of 4

Lovely Professional University (LPU)

July 2011

July 2011

Bachelor's degree, Information Technology

India

GPA (percentage): 68%

GPA (percentage): 68%

Lovely Professional University

May 2011

May 2011

Bachelor's degree, Information Technology

India

LovelyProfessionalUniversity

May 2011

May 2011

Bachelor's degree, Information Technology

India

MHK Collage

April 2007

April 2007

High school or equivalent, Higher Secondary School,

India

GPA (percentage): 58.5%

GPA (percentage): 58.5%

St. Xavier School

April 2004

April 2004

High school or equivalent, Senior Secondary School,

India

GPA (percentage): 67.8%

GPA (percentage): 67.8%

Skills

Service Operations
Expert
Service Operations
Expert
Customer Satisfaction Analysis
Expert
Customer Satisfaction Analysis
Expert
Revenue Building
Expert
Revenue Building
Expert
Team Management
Expert
Team Management
Expert
Partner Management
Expert
Partner Management
Expert
ANALYTICS
Expert
ANALYTICS
Expert
SALES
Expert
SALES
Expert
CUSTOMER SATISFACTION
Expert
CUSTOMER SATISFACTION
Expert
OPERATIONS
Expert
OPERATIONS
Expert
REVENUE GROWTH
Expert
REVENUE GROWTH
Expert
REFURBISHMENT
Expert
REFURBISHMENT
Expert
SERVICE MANAGEMENT
Expert
SERVICE MANAGEMENT
Expert
INDUSTRY PRACTICES
Expert
INDUSTRY PRACTICES
Expert
Strategic Planning & Execution
Expert
Strategic Planning & Execution
Expert
Team Leadership & Performance Enhancement
Expert
Team Leadership & Performance Enhancement
Expert
Customer Experience & NPS Improvement
Expert
Customer Experience & NPS Improvement
Expert
Project Management & Continuous Process Improvement
Expert
Project Management & Continuous Process Improvement
Expert
Spare Parts & Repair Center Management
Expert
Spare Parts & Repair Center Management
Expert
Refurbishment & Sustainability Solutions
Expert
Refurbishment & Sustainability Solutions
Expert
Data Analysis and Reporting
Expert
Data Analysis and Reporting
Expert
SLA & KPI Management
Expert
SLA & KPI Management
Expert
Operations Management
Expert
Operations Management
Expert
Service Delivery Optimization
Expert
Service Delivery Optimization
Expert
Microsoft Excel
Expert
Microsoft Excel
Expert
Team Management
Expert
Team Management
Expert
Resource Utilization
Expert
Resource Utilization
Expert
Vendor & Partner Development
Expert
Vendor & Partner Development
Expert
ANALYTICS
Intermediate
ANALYTICS
Intermediate
CONSUMER ANALYTICS
Intermediate
CONSUMER ANALYTICS
Intermediate
COMPUTER LITERACY
Intermediate
COMPUTER LITERACY
Intermediate
CORPORATE STRATEGY
Intermediate
CORPORATE STRATEGY
Intermediate
DIGITAL TRANSFORMATION
Intermediate
DIGITAL TRANSFORMATION
Intermediate
FINANCIAL TECHNOLOGY FINTECH
Intermediate
FINANCIAL TECHNOLOGY FINTECH
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROFIT AND LOSS P&L MANAGEMENT
Intermediate
PROFIT AND LOSS P&L MANAGEMENT
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
BUSINESS OPERATIONS
Intermediate
BUSINESS OPERATIONS
Intermediate
COMPUTER NETWORKS
Intermediate
COMPUTER NETWORKS
Intermediate
CONFLICT MANAGEMENT
Intermediate
CONFLICT MANAGEMENT
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONAL EFFICIENCY
Intermediate
OPERATIONS MANAGEMENT
Intermediate
OPERATIONS MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
RELATIONSHIP MANAGEMENT
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
SERVICE DELIVERY FRAMEWORK
Intermediate
STRATEGIC PLANNING
Intermediate
STRATEGIC PLANNING
Intermediate
TEAM LEADERSHIP
Intermediate
TEAM LEADERSHIP
Intermediate
Service Operations
Expert
Service Operations
Expert
Customer Satisfaction Analysis
Expert
Customer Satisfaction Analysis
Expert
Revenue Building
Expert
Revenue Building
Expert
Partner Management
Expert
Partner Management
Expert
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER EXPERIENCE STRATEGY CX
Intermediate
CUSTOMER SERVICE
Intermediate
CUSTOMER SERVICE
Intermediate
DIGITAL TRANSFORMATION
Intermediate
DIGITAL TRANSFORMATION
Intermediate
LOGISTICS
Intermediate
LOGISTICS
Intermediate
MANAGEMENT
Intermediate
MANAGEMENT
Intermediate
OPERATIONS
Intermediate
OPERATIONS
Intermediate
PROFIT AND LOSS P&L MANAGEMENT
Intermediate
PROFIT AND LOSS P&L MANAGEMENT
Intermediate
REVENUE ANALYSIS
Intermediate
REVENUE ANALYSIS
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
SERVICE LEVEL MANAGEMENT
Intermediate
VENDOR MANAGEMENT
Intermediate
VENDOR MANAGEMENT
Intermediate

Languages

English
Expert
Hindi
Native Speaker
Urdu
Native Speaker

Training and Certifications

Certifications
Leadership & Team Management –Jeeves Consumer Services
Digital Leadership in Business –
Leadership and Team Handling
Digital Leadership in Business
Oct 2024
Show credentials