Experience

JIO FIBER

• India
• Telecommunications
• 200 - 300 Employee

• Manager (State Home Connect and Care) – [Jharkhand]

  • May 2019 - Present

  1. Reliance retail Ltd. (Jio Fiber) (From 02th May 2019 to Till Date) POSITION: Manager (State Home Connect and Care) – [Jharkhand] • Appointment management & Quality resolution a) Maintain the installation and service request TAT of 19 JCs (Jio Center) in entire state with the help of 25 HCMS. b) Planned and refill the exclusive trained manpower for SR Wos in all JCs as per the Load to provide quality resolution. c) Ensure Engineer should reach on appointment time at customer premises by proper roster and territory mapping. d) Identify defaulters engineer and arrange their re-training to ensure ZERO reopen SR & SR within 30 days of installation. e) Ensure 100% Installation & SR WO to be crossed check by utilizing RTS (Real Time supervision) tool. f) Doing Inter function liasioning to clear all hold Wos. • Material Management a) Sufficient Material & toolkit availability in newly launched JCs before 7 days of operation. b) Plan and ensure availability of materials in line with sales plan. c) Ensure all unused devices, consumables & accessories to be accounted for in JC SCM. d) Align SCM, Finance, SLP & other Cross functions to recover the material from inactive Engineer. • Manpower Management a) Ensure trained Bench Strength pool available to meet hiring requirements. b) Develop inter team bonding to reduce the attrition of Manpower. c) Monitor JFE productivity on daily basis and ensure none of the JFE will be in ZERO Productivity bucket. d) Review resigned & Absconding manpower count and all to be remove from system within 48Hrs. Show less



Micromax Informatics Ltd

• India
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Assistant Manager Services

  • Aug 2018 - Apr 2019

  POSITION: Assistant Manager – Service [Patna, Bhojpur, Buxar, Sasaram, Jahanabad, Vaishali, Gaya, Arwal] • Customer Service Operation Management: a) Customer call resolution as per defined SLA. b) Conduct scheduled/ surprise audit, report observation and take corrective action for process adherence - gaps at service center and CFA. c) Ensure availability of spares from branch offices to service partner as per defined SLA. d) Maintain MSL of spare parts at ASC. • Partner Life Cycle Management: a) Effective service partner appointment as per the plan for Business Unit. b) Service Partner Relationship Management. c) Resolve service partner issues related to customer service, claim settlement etc. d) Implement service partner engagement program. e) Ensure product knowledge/ repair skill improvement for service partner technician. f) Ensure smooth separation of Service Partner with al l issues well settled before separation. g) Ensure smooth recovery process of DOA, defective PCBA, and defective parts from Service Partner. h) Spare part reconciliation every quarter at ASC. • Micromax Gear (Accessories) Sales planning: a) Promote Gear sale via Auth. Service Partners. b) Engage Trade/Retail counters far Accessories sale. c) Appointed Service cum Sales Partner in upcountry areas. Show less



Bharti Airtel limited

• Patna, Bihar, India

• Assistant Service Manager

  • Oct 2012 - Aug 2018

  POSITION: Assistant Manager – Service [Patna, Bhojpur, Arwal] Previous territories – Sr. Executive [Buxar, Muzaffarpur, Gopalganj, Samastipur, Sitamarhi, Vaishali, Darbhanga, Madhubani] RESPONSIBILITIES: • Maintain the installation and service request TAT of SF and SSD in 02 districts with the help of 7 partners. Always ensure for customer satisfaction in all towns. Responsible for territory MIS and maintaining swap and all necessary CPE at SF and SSD end. • Managing the health of SF/SSD, including branding, upkeep, and product information Updation, ensuring regular training for SF/SSD Engineers. Managing and controlling SF/SSD CoPC (Complaints per customer). • Ensure the adherence to all CSD processes, conduct internal audits to ensure quality in acquisitions and adherence of compliance, implementation of corrective measures and ensuring 100 % scores in audits. Monitoring CRF (Customer Relationship Form) compliance to get within the time limit & to achieve lowest rejections with less than TAT service. • Coordinate with the area sales executive/sales head to improve the service deliverables. Act as Pivot between dealers & SF/SSD to ensure the trade satisfaction. • Ensuring customer satisfaction through increased FTR (First time right) at the time of new installation & complaints. Resolving Customer Issues logged by Escalation department & ensure customer satisfaction. • Ensuring ROI levels of SF/SSD by using a variety of tools/methods (e.g. Sale of Recharge Vouchers & DTH Kit, CPE Recovery, LDP, ARP etc.) • Handles the profile of B2B / MDU Spoke for Bihar and also effectively handling corporate accounts in Bihar and in Patna, all the big brand hotels using airtel DTH connections like NTPC-Barh, Maurya, Gargee Grand, PANACHE, Ambassador, ALKAJAR'S IN, RMRI Hospital, Indian Oil, Ara Garden since last 3 years. Show less



DishTV

• India
• Broadcast Media Production and Distribution
• 700 & Above Employee

• Customer Service Executive

  • Aug 2010 - Oct 2012

  POSITION: Executive – Service [Varanasi, Gorakhpur & Allahabad territory – (UP)] RESPONSIBILITIES: • Coordinate and manage the 4 DCCs and 19 NDCCs in Varanasi, Gorakhpur & Allahabad territory and its surrounding districts. • Appointment of DCC/NDCC/SF in the assigned area and trained them about DTH installation & service. • Maintain the installation and service request TAT of DCC and NDCC in 22 districts. Always ensure for customer satisfaction in all top towns and Non- top areas. • Coordinate with the area sales executive/cluster sales manager to improve the service deliverables. Act as Pivot between dealers & distributor. • Responsible for both technical & operational critical complaints and give the better resolution to customer and reduces the repeated complaints. • Responsible for territory MIS and maintaining swap and all necessary CPE at DCC and NDCC end. • Do the customer audits & dealer visit in field and monitoring defects & take market Feedback and give it to the concern person. • Responsible to organize the technical training to newly appointed engineers and free lancers in whole UP (E). Show less



Relience Digital TV

• Agra, Uttar Pradesh, India

• Customer Service Executive

  • Jan 2008 - Aug 2010

  POSITION:-Service Executive- After Sales [Agra Cluster - (UP West)] RESPONSIBILITIES: • Maintain the installation and service request TAT of ISP and SSD. • Coordinate and Manage the ISPs and SSDs in Agra cluster (Agra, Mathura, Etawah, Firozabad, Sikohabad, Kosi kalan). • Handling the team of 73 manpower including, 58 Engineers, 05 supervisors, 05 coordinator, 05 CCO. • Responsible for both technical & operational Critical Complaints and give the better resolution to the customer. • Responsible for cluster MIS and maintaining MSL at ISP and SSD end. • Responsible for revenue and retention program. • Do the customer audits in field and monitoring defects & feedback it to the concern person. • Give the training to new engineers by the OJT (on job training) program. • Organize the different motivational program for the engineers. Show less



Tata Sky Ltd

• India
• Entertainment Providers
• 700 & Above Employee

• Senior Field Service Engineer

  • Apr 2006 - Nov 2007

  POSITION: - Field Service Engineer U.P. & Uttaranchal (HQ. - Lucknow) Expert:- • I can understand technical symptoms for problem which is given by customer and make them satisfied. • Having a good knowledge in satellite communication and offset antenna’s installation & its alignment also. • I have a practical experience in MDU (Multi dwelling unit) infrastructure, SDU (single dwelling unit) and its technical parameters like signal strength, MER, BER, & FEC. • As a trainer trained 40 engineers in Tata Sky Ltd. Show less