Experience

SURYA Roshni Ltd.

• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Service and Quality Head

  • Aug 2022 - Present



Kaff India

• India
• Manufacturing
• 100 - 200 Employee

• Head Of Customer Service

  • Mar 2021 - Aug 2022

  -Managed after-sales service for all Kaff kitchen Appliances / Consumer Durables for Pan India. - Handled all dealers, distributors & online networks. - Handled administration for all our Branches, franchisees and our company technicians. - Handled the warranty cost control and inventory. - MIS report to management. - Handled operations of Branches and did audits of branches at regular intervals. - Handled escalation of calls. - Provided services for customer loyalty/delight. - Made presentations of monthly working and implementing it for steady growth of the branches and company which helps increase sales. - Planned For Soft Skill Training for All Branch Service Heads / SFs and technicians. - Developed and Handling Call Center operations. - Developed CRM for all service operations including financial claims. - CRM Training to call centre and Service franchisees. - Identification of Training/Development needs for team members and providing training to the team for newly launched products. Ensuring all operations are as per company standard Show less



Sujata

• India
• Appliances, Electrical, and Electronics Manufacturing
• 1 - 100 Employee

• National Service Head

  • Nov 2019 - Mar 2021

  - Started On-site Service operations for Sujata Brand Products ( Juicer Mixer Grinder / Fans ) for Pan India. - Handling all dealers and distributor networks. - Handling administration for all our Branches, franchisees and our company technicians. - Handling the warranty cost control and inventory. - MIS report to management. - Handling escalation of calls. - Providing services for customer loyalty not for satisfaction. - Managed Soft Skill Training for All SFs and technicians. - CRM Training to call centre and Service franchisee (Authorized Service Centers) Show less



Havells India Ltd

• India
• Appliances, Electrical, and Electronics Manufacturing
• 700 & Above Employee

• Regional Manager North

  • Feb 2016 - Oct 2019

  - Handling after-sales service of Havells / Lloyd Brand all products/appliances for North India. - Handling all dealer, distributor & Online networks. - Handling service administration / Operation for all Branches of North India. - Handling the warranty cost control and inventory. - Handling revenue from out-of-warranty and AMC. - Handling solar projects in UPNEDA / MES / Railways. - Handling complaint escalations of branches. - Review & audit branches at regular intervals. - Providing services for customer delight. - MIS & Field failure reports to HO / Plants for continuous improvement. - Soft Skill Training to ASCs and technicians. Show less



Hitachi Cooling & Heating India

• Manufacturing
• 700 & Above Employee

• Branch Service Manager (UP West & Uttarakhand)

  • Nov 2010 - Feb 2016

  - Managing after-sales service of all Hitachi products (ACs & Ref ) for UP-West & Uttrakhand. - Handling all dealers, distributors, power retailers & modern trade networks. - Handling administration/operation for all Franchisees and DSC. - Handling reminders/escalations of complaints. - Appointment of new SSDs / Franchisees & Service network expansion across branches. - Handling operations of franchisees and review /audits of franchisees at regular intervals. - Handling re-open calls. - Providing after-sale services for customer delight & loyalty. - MIS presentation of monthly working and implementing it for the regular growth of the branch as well as company. - Soft Skill Training for All franchisees and SSD technicians. - Job includes achieving budgets / active revenue generation, especially through spares/accessories billing, AMCs etc. - Played a key role in developing a separate vertical for generating revenue thru Compressor / Copper / Stabilizer / IDUs / ODU etc. sales in Entire North India. - Identification of training/development needs for team members and providing training to team for newly launched products. Ensuring all operations are as per company standard. - Ensuring optimum stocking of spares for Warranty / AMC customers. Show less



Voltas Limited - A TATA Enterprise

• Computers and Electronics Manufacturing
• 700 & Above Employee

• Key Accounts Manager - Delhi, UP & Uttarakhand

  • Apr 2006 - Nov 2010

  -Responsible for profitable service operations of commercial refrigeration business and air-conditioning business thru channel partners. - Also accountable for the consistent growth and performance of the business division. - The job responsibility also includes/demands to make better understanding & coordination with all KA customers to support their day-to-day service-related needs. - Timely submission of bills to customers for finished goods and installation activity & collection of payments to keep outstanding within limit was also the main area. - The job responsibility also includes the defective management at the mother warehouse. - Ensuring optimum inventory of spares and consumables for warranty as well as AMC customers. - Accurate and Timely reporting and prompt payment collection and funds transfer. Show less



Blue Star Limited

• India
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Service Head - RAPID Division Lucknow

  • May 2004 - Mar 2006

  - Responsible for profitability and operations at Central & Eastern U.P. for the division based at Lucknow. - Accountable for the growth and performance of the division. - Inventory Management – Ensuring optimum stocking of spares. - Accounting Standards – Timely and Accurate reporting, prompt collection and funds transfer. - Identification of training needs and providing training to the team (in coordination with Plant), Ensuring all operations are as per agreed standards (stock maintenance, reporting, service, etc). - Ensuring Nil NCR during Quality audits. - Branch was rated All India No 1 in CSI [Customer Satisfaction Index] during my tenure in 2004-2005 for rendering quality services. Show less



Amara Raja Energy & Mobility Ltd

• Motor Vehicle Manufacturing
• 100 - 200 Employee

• Senior Engineer

  • Jan 2002 - Apr 2004

  - Setup and commenced service operations in Eastern- Central Uttar-Pradesh. - Developed & strengthened the service network, appointing new service hubs to ensure better after sale services to aftermarket & OEM customers in remote & far remote areas. - Planned & maintained adequate warranty replacement stocks at branch level for after market & OEM segment. - Product performance reports & Feedbacks to head office for new products. - Handled major clients in the OEM segment include Mahindra & Mahindra, Telco, Swaraj-Majda & Ashok Leyland, Lucknow. Show less



Whirlpool Corporation

• United States
• Manufacturing
• 700 & Above Employee

• Territory Service Executive

  • Jan 1997 - Dec 2001

  - Responsible for consumer service operations through service partners/trade service partners for the three main revenue generating cities of eastern & central U.P. i.e. Allahabad, Varanasi, Gorakhpur & up countries of these cities. - Marketing of Whirlpool spares through a separate spare part dealer networks in Allahabad, Varanasi & Gorakhpur areas. - Responsible for consumer service operations through service partners/trade service partners for the three main revenue generating cities of eastern & central U.P. i.e. Allahabad, Varanasi, Gorakhpur & up countries of these cities. - Marketing of Whirlpool spares through a separate spare part dealer networks in Allahabad, Varanasi & Gorakhpur areas.



Modi Xerox Limited

• Mumbai Area, India

• Engineer

  • Mar 1995 - Dec 1996

  With Modi Xerox, worked as an Engineer, based in Mumbai (South) and independently handled the installations and after-sales service support for the MX- Fax & Xerox Machines. With Modi Xerox, worked as an Engineer, based in Mumbai (South) and independently handled the installations and after-sales service support for the MX- Fax & Xerox Machines.