Mohan U

Experience

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  Sri Maruthi Engineering

  Jul 2000 - Feb 2009

  System Admin

  • CRM maintenance/Call closure/system updation.• Overall system maintenance which includes user administration, monitor system. performance, install software, monitor network communication etc..,• Driving the AMC (Annual maintenance contract) & Accessories selling.• Individual business drive and maintained satellite operation.

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  Whirlpool of India Ltd

  Jan 2014 - May 2017

  Whirlpool of India LimitedTerritory Service Executive Chennai CityHandling 7 Service Partner / 1 AC exclusive SP & 1 Built in SP - 2 Distributor Received Champion 2015 (for Built-in Service) Whirlpool of India LimitedRegional Call center Manager (Mar 2012 – Dec 2013) Whirlpool is the most recognized brand in home appliances in India. The company owns three state-of-the-art manufacturing facilities at Faridabad, Pondicherry, and Pune.Managing south region call center of Whirlpool home appliances which caters to Whirlpool customersIn Tamilnadu, Kerala, Andhra Pradesh, and Karnataka. The 110 member process handles both inbound and outbound customer queries/complaints/requests.Job Responsibilities:• Overall shop floor management and performance reviews of entire south call center.• Ensuring all process KPI’s are met.• Liaising with the vendor (SGS) for continuous process improvements.• Designing manpower requirements based on volume projections.• Liaising with various departments like MIS, Quality, Training to fulfill the operational requirements.• Ensure that all procedures are followed and customers information are safeguarded by the team.• Motivating team by Organizing contests, Rewarding & Recognizing the deserving team members. Show less

  • Whirlpool of India Limited – Senior Service Executive - City Service & Built in Appliance

    Jan 2014 - May 2017

  • Built in Technical Executive

    Jan 2014 - May 2017
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  KAFF APPLIANCES (INDIA) PRIVATE LIMITED

  Jun 2017 - Aug 2019

  Position Summary: (Direct repotting to Nation Head Service)Handling South Region, Dealer / Distributors & Spare Parts Warehouse Management with an average call volume of 8000 per month.Achievements: • Average revenue 5.5L lakhs per month (Spares Part Billing / AMC)• Shortened the part pending replacement TAT• Reduced Open calls & Part pending calls• Resumed AMC – Karnataka & AP attaining revenue of 1.2L/- per month on an average for South region• Service network correction done - Karnataka / AP / TG (Local & UP Country)• Dealer & Distributor old pending stocks have been cleared & collected NOC (No claim) letter• Planning and Arranging the spares MSL as per sales. Show less Position Summary: (Direct repotting to Nation Head Service)Handling 9 Service Partners, 11 Distributors & Spare Parts Warehouse Management with an average call volume of 1500 per month.Achievements: • Average revenue 1.5L lakhs per month (Spares Part Billing)• Shortened the part pending replacement TAT from 180 to 20 days• Reduced Open calls from 4300 to 160• Reduced Part Pending calls from 580 to 70 • Resumed AMC – Annual Maintenance Contract Business from Oct’17 & attaining revenue of 30000/- per month on an average• Service network correction done• Dealer & Distributor old pending stocks have been cleared & collected NOC (No claim) letter• New CRM Developed given Inputs with current KPI’s• Dealer and Distributors visiting monthly once, Defective Clearance 100% maintain from past 8months• Training the Service Partners monthly bases and giving the feedback regarding new products and installation.• Planning and Arranging the spares MSL a per sales.• Monthly review meets with Service Partners regarding KPI’s and AMC. Show less

  • Regional Service Manager

    May 2019 - Aug 2019

  • Branch Service Manager

    Jun 2017 - Apr 2019
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  Franke

  Sept 2019 - Feb 2022

  Regional Service Manager

  Position Summary: (Direct repotting to Service Director)Handling South2 Region, Dealer / Distributors / Spare Parts & Defective Warehouse Management with an average call volume of 11000 per month. Leading Customer Service, Network operations and expansion, Training and development, Spare part management, CRM development, Warehouse defectives management, Revenue business management and People management for South2 Network expansion based on business development, strategically increased number of ASPs based on call growth, this action resulted faster closing of calls and improving NPS score Network expansion done in Upcountry market to reduce the TAT  Faster resolution for “Social media Escalations” & MD Escalations Service level improvement for RO service is been closely monitoredAchievements: • Overall top line business grown by 100 % billing, RO AMC & FCC • Revenue from Contracts (AMC’s & FCC’s) and Accessory Sales across all territory• Daily Open call review and planning to reduce, Co-ordination with Executives & Service Partners in planning of Service Revenue Targets, MSL• MSL defined for smoother service operation• Streamlined “Account Receivable”• All time highest RO installation done in one month with minimal escalation Show less

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  Crompton Greaves Consumer Electricals Limited

  Feb 2022 - now

  Service Manager South Region (Except Karnataka) - New Business