Experience

• 

  BSH Home Appliances Group

  • Germany
  • Manufacturing
  • 700 & Above Employee

  • Customer Quality Manager

    • Sep 2021 - Present

    Front-leading the development, continuous improvement and delivery of customer service and the strategic development of operational requirements, process &technology, to deliver key service outcomes for customersCreating a long-term vision for building a customer-centric service & support experience through multiple touch points Defining Consumer centric approach, processes and guidelines for quality and CS functions. Driving and initializing special projects for Spare part planning, Refurbishing, Reprocessing and New product launching, mobilizing quick feedback and field fix solutions. Designed & developed Policy& Process for New product introduction and service support for Top Freezer refrigerators, Top Loader WM & Consumer Products.Continually developing improvements and embedding successful change projects for Laundry Care, Cooling, Dish Care, Cooking & Consumer product verticals.

  • Field Service Head

    • May 2016 - Sep 2021

    Strategically leading & developing a Senior Operational Management Team to enhance performance by setting clear matrix for measuring the performanceDefining, negotiating & defining the effective utilization of resource in line with service specifications, leading resource planning to plan the required resource in conjunction with business objectives and service level agreements Formulating a customer experience strategy that drives customer advocacy across all touchpoints as measured through NPS Partnering with client relations to optimize existing client profitability through business planning & collaboration & deliver increased revenue streamsPlanning, developing and conducting customers service operations for life & 5 Star training programs for entire service organizationDeveloping and implementing strategies effective for ensuring a satisfied clientele and increased returns Providing periodic reports to management on all after-sales activities Ensuring compliance with all general & company policies when rendering job duties

• 

  WIMPLAST

  • Mumbai, Maharashtra

  • Customer Service Manager

    • Dec 2015 - Apr 2016
    • Mumbai, Maharashtra

• 

  MIRC ELECTRONICS LIMITED

  • Mumbai, Maharashtra

  • Regional Manager

    • Dec 2012 - Dec 2015
    • Mumbai, Maharashtra

• 

  Bajaj Electricals Ltd

  • Chennai, Tamil Nadu

  • Regional Service Manager

    • Sep 2010 - Aug 2012
    • Chennai, Tamil Nadu

• 

  Whirlpoo Of India Limited.

  • Delhi, India

  • Head Service Quality & System - CS

    • Nov 1995 - Jun 2009
    • Delhi, India

• 

  BPL SANYO UTILITIES & APPLIANCES LTD

  • Bengaluru, Karnataka

  • Customer Service Representative

    • Jun 1991 - Nov 1995
    • Bengaluru, Karnataka

• 

  Eureka Forbes Ltd

  • Madurai, Tamil Nadu

  • Service Engineer

    • Jul 1987 - Jun 1991
    • Madurai, Tamil Nadu