Upendra Rawat

Experience

• 

  Samsung India

  Nov 2014 - Jul 2019

  Customer Service Department

  Job Responsibility:Responsible for managing, coaching and driving the performance of the customer service team on different area. Responsible for monitoring all service and operation related issues. Leads a 45 service centers in allover Ghaziabad including 45 Centre managers & owner to achieving company goals. Implementation of all CRRR improvement task at MSC’s Technical help/support and resolving technical queries & issues related to new models at service center. Monitoring TA HCS and Bounce of the service center by proper guiding. Implemented and manages training initiatives and arranged trainings to all of our direct technicians. And delay meeting in all staff. Help to reduce PBA/OCTA/DOA Consumption. Implementation ESG & SVC bulletin at MSC. 100 % adherence of ESD and implementation of QC at ASC to avoid repeat repair. Expertise in working & automation tools ( galaxy must ,smart tool , Fernier , Odin research downloader , galaxy diagnostic )  Working on different operating system (Android & Tizen) & different android versions. Testing of HHP (Performance testing, manual testing, functional testing, regression testing, bug testing. Improve MSC process and technical knowhow as per standard guidelines. New model issue sensing & co-ordinate with local METI team. Zero hour feedback to HO regarding product quality issue. Regular meeting with MSC owner & ASM for improvement/feedback of MSC KPI’s(technical) Monthly performance presentation to higher authorities or any best practices done in field . Support to Escalated customer VOC case reported to HO. . . Daily & weekly compile report to HO/BSM/RSM Show less

• 

  Apple

  Jul 2019 - now

  Manage customer service

  • Service Manager

    Feb 2021 - now

  • Assistant Manager

    Jul 2019 - Jan 2021