Pravir Manglick

A multi-faceted and result-oriented professional with expertise in Service Management; targeting leadership roles in After Sales Service Support with a leading organization; to leverage the knowledge & experience and help the organization improve profitability

 Decisive, strategic, and performance-driven professional with over 29 years of experience in Service Operations, Customer Satisfaction, and Network Expansion, primarily in the Life Sciences, Healthcare & Biopharma industry 

 Worked as a National Service Manager/Customer Care Manager for Bio-Rad Laboratories, managing Service, Technical Phone Support & Customer Service Team and ensuring customer satisfaction across India and neighboring countries 

 An ambassador of change with the capability of successfully setting out standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLAs 

 Proficiency in delivering training, motivation, and leadership to the team on the importance of high-quality customer service which maximized profit through increased patronage  Managed the Service P&L, by closely monitoring revenue, cost, and expenses to ensure alignment with AOP Targets 

 Achieved remarkable Service Revenue (Service Sales) growth of more than 400% in a span of 9 Years 

 Excels in supervising Customer Satisfaction (CSAT) analysis & projection; assessed the customer feedback, evaluated areas of improvement, provided critical feedback to the associates on improvements, and achieved higher customer satisfaction matrices. NPS Growth of 14% from 44% to 58% in 3 years, highest in APAC region. 

 Increased the effectiveness and efficiency of the Customer Technical Support Team by 84% in a year  Consistent top performer with skills in building high-performing teams that excel in delivering business value with high morale & low attrition 

 Versatile & focused Customer-Centric Leader with proven talent in guiding team members & enabling knowledge sharing amongst them; problem-solver & decision-maker with extensive experience in proposing solutions & alternatives to achieve business & operational excellence 

 Outstanding business, communication, and presentation skills; adept at creating, editing, and coordinating extensive communication networks to keep executive staff and team members apprised of goals, and project status, and resolving issues and conflicts

Bachelor of Engineering in Instrumentation