- The document is a resume for Abhijeet Mukherjee seeking a position in service operations or general administration. It summarizes his 15+ years of experience in business operations management, including roles in general administration, personnel management, facility management, and service operations. It also lists his areas of expertise, employment history with his current employer Tirupati Teletech since 2002, and education credentials.

1. ABHIJEET MUKHERJEE
Mobile: 09334161777 ~ E-Mail: abhijeetmukherjeejsr@gmail.com
Seeking assignments in Service Operations / General Administration with an organization of repute
Achievement-driven/High Performance Management Executive; with outstanding qualifications in all phases of business
operations; at ease with budget limitations, deadlines, and high pressure situations
SKILL SET
Strategic & Tactical Planning
Service Operations
Management
Sales & Marketing
General Administration
Client Relationship
Management
Team Management
Facilities Management
Infrastructure Management
Vendor Management
Quality Management
SUMMARY
• A result-oriented professional with over 15 years of experience in
various facets of Business Operations
• An out-of-the-box thinker with a flair for identifying & adopting emerging trends
& addressing industry requirements to achieve organizational objectives and
profitability norms
• Expertise in general administrative activities, personnel management, corporate
policy implementation and facilities management across assignments
• A strategic planner with proficiency in streamlining business processes,
defining continuous improvement processes, accelerating employees’
strengths and building powerful teams that can conquer any obstacles
• Contributing in the overall profitability of operations and accountable for
strategic utilization and deployment of available resources (manpower,
money and materials)
• Exceptional communication, presentations & mentoring skills with
distinguished abilities in leading teams for developing business continuity
plans, procedures and service standards for business excellence
PERSONALITY TRAITS
Leadership: Advises the management on business strategies, promotes organization among clients &
drives mission through employees & supports motivation of employees
Decision Making: Formulates policies and planning recommendations to the management, decides or guides
courses of action in operations by staff / employees
Personal Credibility: Uses personal credibility to influence outcomes beyond own business & functional area
AREAS OF EXPERTISE
General Administration
• Planning, forecasting, setting objectives and determining courses of action, thereby efficiently preparing for any
eventuality
• Devising & implementing staff welfare policies and managing activities such as transportation, housing, security,
etc. thereby enhancing employee motivation
Personnel Management
• Overseeing smooth implementation of company policies for manpower planning, recruitment, selection, induction &
development of new employees in the organization
• Maintaining healthy employee relations and handling grievances thus creating a transparent work environment
Facility Management
• Efficiently managing operations for establishing new systems & processes in the office and ensuring
compliance to the same
• Interacting with different departments for executing the maintenance of all equipment in the organization and
enhancing the overall efficiency
Service Operations
• Monitoring the SLAs, KPIs for the process, identifying improvement areas and implementing adequate measures to
maximize customer satisfaction level
• Formulating strategy to drive customer experience & enhancing customer engagement through various programmes
& initiatives

2. • Tracking health and movement of customer base and preparing strategies to reduce unsafe base; forecasting churn
and implementing operating strategy to retain maximum customers
EMPLOYMENT DETAILS
Apr’02 - till date: Tirupati Teletech/ HP World, Jamshedpur as General Manager
The company is an authorized service center for LG Mobiles, Motorola Mobiles, HP Printers and is into the sales of HP
Computers & Accessories
Key Result Areas
• Demonstrating skills in planning & controlling the complete service function with profit & loss accountability
• Charting out service standards and ensuring compliance to the norms
• Effectively resolving escalated cases by addressing the concerns registered at a higher level
• Involved in identifying key/ institutional accounts and strategically securing profitable business
• Driving sales initiatives to achieve business goals & managing the frontline sales team to achieve them
• Implementing sales promotional activities as a part of brand building and market development effort
• Carrying out detailed market study to analyze the latest market trends, tracking competitor’s activities and providing
valuable inputs for fine tuning the selling & marketing strategies
• Looking after the entire service/ maintenance function & coordinating with the customer service team for providing
proactive maintenance solutions
• Scrutinizing daily complaints, facilitating proper manpower & route planning to ensure lesser response time and
faster speed of service
• Identifying areas of improvement and recommending process modifications to enhance operational efficiencies
• Analyzing the nature of faults and taking follow up actions to provide quality feedback of the product from the field
• Fostering cordial relationship with clients for enhanced terms ensuring continued & repeat business
• Extending instant service to clients, entailing provision of fastest solutions to customer concerns so as to enhance
their satisfaction levels
• Resolving issues pertaining to customer complaints and addressing dealer grievances
Highlights
• Functioned as:
o ISA (Independent Selling Agent) for Reliance Mobiles (Jan’03 – Mar’05)
o EBS (Enterprise Business Solutions) Partner for Tata Tele Services (Nov’09 - till date)
PREVIOUS EXPERIENCE
Jan’99 - Dec’01: ZEE Interactive Learning Systems as Business Development Executive
Efficaciously managed the existing franchisee (ZED CAREAR Academy) operations & opening of new franchisee in Bihar,
Jharkhand, North Bengal, Sikkim & Nepal
EDUCATION
1999 B.E. (Mechanical) from Bharti Vidyapeeth, Pune University
TRAINING
• Production Management Module for Small Scale Industries from XLRI, Jamshedpur
PERSONAL DETAILS
Date of Birth: 11th
January, 1973
Address: Chandra Kali Bhavan, Kharkai Link, Opp. Jamshedpur Womens College, Bistupur, Jamshedpur- 831001