Experience

TCL Communication

• China
• Consumer Electronics
• 500 - 600 Employee

• Customer Care Manager

  • May 2016 - Present

  - Monitor and support all appointed by TCT service/repair centers in the Territory, - Support the opening of new service/repair centers according to sales activities in the Territory, - Provide TCT with any information relative to the local regulation regarding the warranty status, - Follow and comply with personal and service centers KPI's provided by TCT, Deploy TCT repairs strategy in term of Repair, SWAP, Bounce, NFF, FFR - Optimize repair rate and service costs to strictly monitor claims generating penalties from customers - Transmit to customers after sales conditions approved and provided by TCT, manage new product introduction and end of lice phase to ensure consumer, satisfaction and to avoid penalties, - Provide any other preparatory auxiliary after sales activities services. Show less



LG Electronics

• South Korea
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Customer Care Manager

  • Jul 2007 - May 2016

  - Enhance service from consumer point of view to the highest level by working as one team together with service operations groups improving service capabilities and execution in Serbia - Pro-active development of action plans to follow-up market trends avoiding consumer dissatisfaction and reach set targets by improved feedback - Deploy competence network: Brand Identification, and Differentiation, monitoring of competitors activities - Determine best SVC model focusing on consumers needs & demands driven by NPS score and targets - Set SVC process & guidelines to become leader of industry - Manage and organize ASC(Authorized Service Center) network - Organization of admin and technical training - Customer Information Center(CIC) handling - Homologation certificates organization - PL(Product Liability) group member Show less