Experience

B2X SERVICE SOLUTIONS INDIA PRIVATE LIMITED

• India
• 1 - 100 Employee

• Key Account Manager

  • Sep 2019 - Present

  Spearheading a teamsize of 100+ including 24 Centre Managers, 24 CCES and 24 Engineers at B2X Service Solutions for Apple Operations across India. ● Responsible for entire end to end Account Handling w.r.t managing P&L, COGS, Revenue generation, EBITA, KPI management and ensuring Compliance as per the company norms. ● Developing relations with OEMs by regular engagement and coordinating with them for effective business development. ● Spearheaded a teamsize of 60 at B2X Service Solutions Pvt Ltd for Samsung Account. Show less



Tekcare India Pvt Ltd

• India
• 1 - 100 Employee

• Manager

  • Jul 2018 - Jan 2019

   Worked as Branch Service Manager – Ahmedabad and handled entire service operations of Videocon group for Ahmedabad branch.  Handled a team of 8 Area Service Managers, 1 Service Manager for replacements, warehouse team and 12 Engineers.  Preparing Product Quality Report.  Analyzing fault rates so that Product Quality can be assessed and improved.  Analyzing Repeat failures to improve Quality and customer satisfaction.  Manpower planning, recruitment, and people development.  Performances reviews and implement development plans for employees.  Operation, budgeting, service infrastructure, location mapping.  Ensuring zero AR for the branch.  Revenue generation through spares sales.  Ensuring spares availability by coordinating with HO, Factory and CWH. Show less



Bharti Telemedia Limited

• India
• 1 - 100 Employee

• Manager

  • Mar 2011 - Aug 2016

  Worked as Service Head - DTH and handled the entire service operations of Airtel Digital TV in Rajasthan.  Handled a team of 6 Territory Service Managers (TSMs), 1 Zonal Retention Manager (ZRM), 1 Swap Manager and 1 B2B Manager.  Managed 28 Sales & Service Partners through 6 TSMs in the Circle.  Analyzing 0-30 days fault rate to improve Quality of Installation and customer satisfaction.  Conduct Quality Audits across Rajasthan to enhance service quality levels.  Analyzing Repeat SR 0-3 days to improve Quality of Service and customer satisfaction.  Ensuring high NPS scores for the circle.  Ensuring ROI of partners every month and to arrange support from Centre in case of exigency.  Meet Service Levels and ensure 100% satisfactory installs within specified TAT.  Speed of Activation, SR SLA.  Driving “Serve to Sell” by HD Upgrades and “Swap with HD Upgrade” through Service Engineers / partners.  To manage Churn and to optimize churn bucket efficiency thru Retention agency handled by ZRM.  To manage complete lifecycle of a customer from on boarding of the customer to CPE Recovery from churn base.  Monitor and minimize ZRC, NSC & ORC cases (Zero Recharge, Non-Starter & One recharge Churn).  To monitor recharge revenue and recharge availability across geography to reduce churn.  Stock Reconciliation.  To build effective working relationships within cross functional teams to achieve business goals.  Joined Bharti Telemedia Ltd. as Territory Service Manager – DTH and handled the territory of Ghaziabad till May 2014.  Successfully implemented the digitization process for Airtel in East Delhi and Ghaziabad.  Received TOP TSM of the circle award multiple times in this tenure.  Received Gold award (biggest award of the circle) two times from the CEO.  Received awards from the CSO for No. 1 ranking in PAN India rankings for fastest satellite migration.  Received Gold award for outstanding performance in implementing digitization for Airtel in Ghaziabad. Show less



Tata Sky Ltd

• India
• Entertainment Providers
• 700 & Above Employee

• Senior Area Operations Incharge

  • Aug 2008 - Oct 2010

  Worked as Sr. Area Operations Incharge in Rajasthan and Delhi.  Worked as Sr. Area Operations Incharge in Rajasthan and Delhi.  Handled the Direct Sales and Service channel in Jaipur.  Joined Tata Sky as Area Service Lead -Delhi.  Managed the entire service operations of Tata Sky for South and East Delhi.  Handling Quality/Technical issues.  Controlling TAT for Install, FR with high Standard Service Worked as Sr. Area Operations Incharge in Rajasthan and Delhi.  Worked as Sr. Area Operations Incharge in Rajasthan and Delhi.  Handled the Direct Sales and Service channel in Jaipur.  Joined Tata Sky as Area Service Lead -Delhi.  Managed the entire service operations of Tata Sky for South and East Delhi.  Handling Quality/Technical issues.  Controlling TAT for Install, FR with high Standard Service



STERIA (INDIA) LIMITED

• Noida Area, India

• Infrastructure Analyst

  • Apr 2008 - Jul 2008

   Handling a team of engineers to be a single point of contact for all service related issues of customers.  Provide 1st& 2ndlevel support for British Telecom’s Financial website.  Interacting with vendors and aligning them to resolve the issues related to my account as committed to the customer.  Responsible for consolidated SLA Report on Monthly basis.  Handling a team of engineers to be a single point of contact for all service related issues of customers.  Provide 1st& 2ndlevel support for British Telecom’s Financial website.  Interacting with vendors and aligning them to resolve the issues related to my account as committed to the customer.  Responsible for consolidated SLA Report on Monthly basis.



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Team Leader

  • Jan 2004 - Mar 2006

   Responsible for managing a team of associates to provide technical support and associated product sales for High End DELL Laptops.  Leader of the Training need Identification group responsible for identifying the training needs of the associates across the process and imparting the relevant training to them.  Motivating associates through effective management , career development & implementation of reporting mechanisms.  Responsible for managing a team of associates to provide technical support and associated product sales for High End DELL Laptops.  Leader of the Training need Identification group responsible for identifying the training needs of the associates across the process and imparting the relevant training to them.  Motivating associates through effective management , career development & implementation of reporting mechanisms.



Uniword Telecom Limited, Noida

• India
• Appliances, Electrical, and Electronics Manufacturing

• Testing Engineer

  • May 2002 - Dec 2003

   Engineer (Testing) for the PCBs of receivers and transmitters used in Radars.  Engineer (Testing) for the PCBs of receivers and transmitters used in Radars.