Experience

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  Wahl India grooming products pvt ltd

  • Mumbai, Maharashtra, India

  • Customer Service Manager

    • Dec 2020 - Present
    • Mumbai, Maharashtra, India

    > Had nine numbers of direct reports and reported to the service chief. Successfully handled 1550 cases every month on average in PUD (Pick up & Drop) for the Mumbai Region. Managed and supervised a third-party logistics (3PL) provider while reporting to the Supply Chain Head.> Performed as in charge of the entire inventory movement cycle. Assured that inventory is delivered to the designated destination within one day of the invoice being entered into the system. Improved Same Day delivery until 1 pm and implemented efficient KPI monitoring and management mechanisms.> Contacted the supplier regarding the pending order and spare parts.> Took direct action to resolve escalating customer (GT/MT/E-com) problems. > Kept track of shipments for internal inventory movement within India operations. Kept an eye on and followed the internal movement shipment. > Notified the warehouse staff in advance of the consignment and sales return unit. > Booked the GRN in the system and made sure the product has undergone a quality check (QC) - sales return unit. > Discovered any small inconsistency while booking GRN is highlighted to the stakeholder in question right away. > Worked in coordination with the sales team (GT/E-com) to forecast periodic sales and inventory needs. Also coordinated with the service team to prepare a forecast for periodic replacement parts.

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  OnePlus

  • Mumbai, Maharashtra, India

  • Regional Service Manager

    • Dec 2017 - Oct 2020
    • Mumbai, Maharashtra, India

    > Total direct manpower of the 98 persons, comprised of 9 numbers direct reports were accountable to the Service Head, including 9 Centre Managers.> Operated the West zone's Carry-in service, PUD (Pick up & Drop), and Servify Insurance business successfully with an average call volume of 15,000 cases per month.> Led, directed and managed 14 ESC (Exclusive Service Centre) and 8 MSC (Multi-Service Centre). Launched new ESCs and MSCs according to the volume of sales calls in the West Region. Performed the recruitment and training process of the new ESC setup. > Established a new ERP system and put in place a robust, comprehensive real-time system for recording, carrying out, and keeping track of customer complaints.> Set up a process for monitoring and improving the After Sales Service KPI. (CSAT (Customer Satisfaction) scores > 96%, RRR (Repeat repair ratio) 3%, Rating response rate > 95%, Customer escalation rate 1%, SDR (Same day repair) > 95%, and 2 Hrs TAT (Turn around time) > 80%). > Ensured exceptional service delivery and prompt complaint resolution while effectively upholding the company's service standards. Resolved a customer and top management escalation through direct involvement. Created an after-sales service strategy that is "best to the consumer." Took assistance from the senior engineer and the technical trainer team to resolve the escalation case.> Created a system for monitoring the quality of new products and making strategies for factory-wide quality improvement. Kept track of service charges and make sure warranty fees don't go over budget. > Organized training sessions for technicians and service staff to upgrade their functional skills, tools, and MSL (Minimum Stock Level) spares for 100% proper serviceability. > Assessed Engineer Productivity, Open Cases, Parts Still Needed, Repeat Repairs, and Completed Repair Calls through System. Made sure KBB (known bad board) parts are delivered monthly to the Bangalore Head Office.

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  Prabhat Telecoms (India) Limited

  • Mumbai Area, India

  • Service Head

    • Dec 2016 - Dec 2017
    • Mumbai Area, India

    > Managed After Sales Service operations across the entirety of India, handling an average contact volume of 6500 instances per month and directly reporting to the managing director.> Examined and resolved open cases with replacement, servicing, and open part cases. Checked ASP service claims bills (Authorized service partner), Inventory audit for the parts.> Delivered prompt response to concerns handled by websites or dealers to provide complete client satisfaction ensuring prompt system call termination.> Implemented better Same Day Repair (SDR) and Repeat Repair (RRR) procedures to ensure best-in-class after-sales support and customer care and ensured that ASP returns RMA (return material authorization) parts to the head office on a weekly basis.> Coordinated the prompt delivery of replacement units and damaged spares from each branch to the Mumbai WH and vice versa. Arranged training sessions for technicians and service employees to upgrade their functional knowledge and MSL (Minimum Stock Level) spares for proper serviceability.> Directed the L4 Repair at the Bhiwandi warehouse, which receives 300 calls on average each month. Ensured that the factory can produce the most DOA handsets in a condition that is suitable for sale. Coordinated with the call center staff and customer service to speed up the handling of complaints.> Provided the customer with solutions by analyzing conditions, identifying problems, and weighing potential solutions. Customized response to escalating customer/dealer complaints and concerns. > Supervised, managed, and controlled the call center and back office teams. Ensured and Monitored Distributors CN (credit note) Issues tracking of all part pending and replacement calls, daily open calls report monitoring.

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  Maple Digital Technologies Int. Pvt Ltd

  • Navi Mumbai

  • Service Manager

    • Jun 2015 - Dec 2016
    • Navi Mumbai

    > Successfully ran the Navi-Mumbai (Vashi) carry-in service operation, which received 3200 calls on average each month. directly answering the VP of Service Support. Supervised, directed, and managed a group of 10 senior technicians, 1 storekeeper, and 4 CRE. > Monitored the sale of accessories and the revenue generated by the Apple protection plan after the warranty has expired.> Ensured exceptional service delivery and prompt complaint resolution while effectively upholding the company's service standards. Resolved escalated consumer and concern issues personally by contacting Apple through technical chat. > Organized training sessions for service workers and technicians to upgrade their functional abilities, correct tool kits, and MSL (Minimum Stock Level) spares for proper serviceability.> Improved Same Day Repair implemented efficient monitoring and control mechanisms (SDR). Followed up on open, part-pending, and repaired calls using CRM and GSX. Monitoring open repairs, awaiting parts, shipping complete, and acknowledging consignment stock through GSX.> Maintained daily delivery of KBB (known bad board) parts to the Bangalore headquarters. > Upheld CSAT (Customer Satisfaction) scores > 90% and ACSE (Apple Care Service Excellence) KPI (Apple Care Service Excellence) scores > 170%.

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  Vu Technologies Pvt Ltd

  • MUMBAI

  • Assistant Service Manager

    • Jul 2012 - Jun 2015
    • MUMBAI

    > Successfully ran after-sales service operation with a call volume of 1800 cases per month covering the entire country of India. Directly answered the VP of Service Support.> Procured and managed Annual maintenance agreements to increase revenue. Examined and resolved outstanding situations with servicing, repair, and replacement options.> Conducted methodical follow-up to collect installation charges from business clients. Authorized service partner (ASP) audit of the part inventory, physical phones, and repaired handsets. versus physically inspecting and verifying ASP service claims bills for reimbursements.> Provided prompt resolution of website/dealer escalated issues to ensure complete client satisfaction. Ensured the prompt closing of calls in the system. Implemented efficient monitoring and control systems through improved Same Day Repair (SDR) and Repeat Repair Ratio (RRR) to guarantee best-in-class after-sales service and customer care. > Assured that on a weekly and 10-day basis, ASP and Branch offices return RMA (return material authorization) parts to the head office. > Handled the prompt delivery of replacement parts and damaged parts from all branches to the Mumbai WH and vice versa. Organized training sessions for service professionals and technicians to upgrade their functional skills and MSL (Minimum Stock Level) spares for proper serviceability. > Collaborated with the customer service team or call Centre team to streamline the complaint handling process. Provided the customer with solutions by analyzing conditions, identifying problems, and weighing potential solutions. > Escalated customer/dealer issues and problems by personally intervening. Led, directed and managed the call center and back office teams.> Kept track of all pending and replacement parts calls, as well as daily reports on open calls.

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  samsung india elctronics pvt ltd

  • MUMBAI

  • Senior Service In-Charge

    • Oct 2004 - Jun 2012
    • MUMBAI

    > Handled After-Sales Service activities in Mumbai, Thane, and Raigad districts with the aid of a group of 20 service engineers from the FSC (Factory Service Centre) and 7 ASP (Authorized Service Centre). > Covered a monthly call volume average of 3000 instances. Reported directly to the Branch Manager and the Regional Service Manager.> Improved Same Day Repair (SDR) and Repeat Repair Ratio (RRR) systems were implemented to ensure best-in-class after-sales support and customer care.> Outlined the area-by-area load distribution for all breakdown calls and installations among the field staff. > Coordinated with the spares team to track spares' availability, and obtained HO clearance for FOC replacement of parts. > Ensured quick resolution of complaints sent via the website together with appropriate monitoring and motivation, to maintain engineers' productivity. > Carried out an audit of the FSC engineer and the ASP (Authorized service partner) to ensure that the CSR card has been appropriately loaded with tool kits and MSL (Minimum Stock Level) spares for proper serviceability. > Prepared and filed technical reports on cases involving replacement and reimbursement.

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  AJIT ELECTRONICS (AUTHORISED SAMSUNG SERVICE CENTRE)

  • Mumbai, Maharashtra, India

  • Service Manager

    • Apr 2000 - Oct 2004
    • Mumbai, Maharashtra, India

    > Successfully delivered 3500 calls per month on average for service and demonstration instances.> Directed, supervised, and managed a group of 16 field engineers, 2 field in-charges, and back office staff. > Ensured exceptional service delivery and prompt complaint resolution while effectively upholding the company's service standards. Coordinated reconciliation of claims, settlements, replacements, etc. with the branch. > Delivered timely, individualized service to keep clients coming back. > Provided prompt response to concerns handled by websites or dealers to provide complete client satisfaction ensuring prompt system call termination. > Responded personally to complaints and issues that have grown more serious from customers or dealers.