Anand Kumar P M

Experience

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  Videocon Consumer Durables

  Jan 2002 - Feb 2004

  Team Leader & Service Coordinator
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  Hyundai Electronics

  Mar 2004 - Feb 2006

  Area Customer Service Manager

  • Played a pivotal role in quality management and in the resolution of product related issues.• Conducted new product training, technical training, and training on policies and procedures as per company standards.• Leveraged problem solving skills and handled escalations that were raised by trade partners and sales team.• Displayed impeccable customer management skills in handling VIP customers of high-end products like LCD, AC etc

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  Samsung Electronics

  Jun 2006 - Feb 2010

  Customer Service Executive

  • Augmented service quality by identifying gaps and monitoring parameters like open calls, same day closures etc• Optimized inventory through stock management of spare parts.• Lesioned with the warehouse team for customer replacement sets and with commercial team for refund cases.• Proactively resolved dealer related issues by identifying gaps in weekly and monthly dealer visits.• Carried out service centre audits on a weekly and monthly basis.

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  RMS Technologies

  May 2010 - Oct 2012

  Customer Service Operations Manager

  • Designed and implemented new business processes in collaboration with cross functional teams.• Designed and implemented an ASC channel structure for successful partnership with brands.• Consistently achieved KPIs and managed 5 multi band ASC channel networks across South India.• Formulated service strategies based on market research, competitor analysis etc and ensured optimal performance.• Led performance management of channels and achieved KPIs such as brand experience, repair time etc• Recruited and trained service centre managers and conducted reviews with multi brands.• Designed business plans based on customer needs and increased revenue by 40%.• Enhanced services by 25% through effective resource planning.• Handled queries and change requests from service centres across Karnataka, Kerala, and Goa. Show less

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  Tata Sky Ltd

  Jan 2013 - Nov 2019

  • Nurtured relationships, retained customers, developed strategic partners, built key accounts and increased profit.• Rendered excellent service, enhanced customer satisfaction and triggered cross selling which increased sales by 10%.• Monitored metrics, bridged gaps, developed actionable insights, and improved efficiency and performance by 25%.• Trained 100+ members on technology skills and software skills.• Boosted NPS and maintained CSAT by driving KRAs.• Consistently conducted reviews, evaluated performance, and set goals for the team.• Reduced non-compliance by implementing knowledge of processes and technical aspects.• Supervised 7 partners, 10 supervisors and 35 CCOs and yielded a ASC performance of 25%.• Recruited and trained ASC Supervisors, Installers & CCOs and enhanced productivity by 30%.• Conducted Training Needs Analysis, carried out training, and amplified the efficiency of the team. Show less • Spearheaded the infrastructural setup at service centres and led MSL planning.• Improved service delivery processes and increased partner revenue / performance by 20%.• Planned business strategy and augmented revenue by 35%.• Met requisite service levels through effective resource planning with channel partners.• Identified and appointed new partners and goaded them to achieve service deliverables.• Monitored open calls, handled change requests, and reviewed dealer satisfaction levels.• Displayed critical thinking ability and made decisions in times of stress and uncertainty.• Offered technical training to service technicians and Dealer sales force and freelancers.• Expanded the network, onboarded partners and served a larger portion of customers. Show less

  • Assistant Manager (field service)

    May 2017 - Nov 2019

  • Area Service incharge

    Jan 2013 - Apr 2017
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  HOME TOWN RETAILERS

  Sept 2020 - Mar 2023

  Field Service Manager

  • Managing a members of 25 around territory for after sales service.• Designed training material based on monthly scorecards of team and increased efficiency by 40%.• Scheduled and executed the quarterly/monthly training calendar. • Ensured quick delivery of service through seamless interaction with sales team, dealers, and distributors. • Disseminated knowledge on customer management techniques and provided guidance to 27 team members.• Set goals for the team and evaluated the performance and met service level agreements as per policy.• Undertook administrative and operational responsibility of the branch.• Created daily, weekly and monthly productivity & performance reports of our engineers.• Handled customer escalations and trade partner escalations within the stipulated SLA.• Performed regular audits of the team and improved their time management and interpersonal skills, based on insights. Show less

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  Royaloak Incorporation Pvt. Ltd.

  Mar 2023 - now

  Field service delivery head