Felix D

Experience

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  Hitech Solutions

  Aug 2007 - Mar 2010

  Back Office Incharge

  • Led team of both Service Engineers and Back Officers for Seven branches of Hitech Solutions(MSC) and Technocare(ASC) - Samsung Service center.• Handled all teams like HHP, HA, AV, IT all Service Types CI, IH, DM, II, PS, SR. • Analyzed and drove network on Cancelled Calls, Closed Calls, Claim Quality & Non-Warranty Billing (Warranty void cases)• Got two years of Performance awards for TAT maintenance/KPI Achievements in 2008 & 2009.• Revenue Increase through Hold calls Clearance and Cancelled calls Reduction.• Training was given to new joiners for Samsung Policies and Procedures.• Analysis of the FDR on month-wise for MIS Report.• Drive the Engineers and Back officers to achieve the KPI as per Samsung. Show less

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  Samsung India Electronics Pvt Ltd

  Apr 2010 - Jan 2016

  Branch Service Admin

  • Support Service center's for Warranty claim Related issues.. Audit nearly 30 Madurai branch service centers • Payment processing for the Service Franchisees.• Monitor and control Out of Warranty discounts• Manage international warranty claims• Sales Order Creation in SAP for Care pack(Extended Warranty) Sales.• Efficient Knowledge in using MS applications, especially proficient in Excel’• Efficient Knowledge in using SAP(Version 7.4),

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  Johnson Controls-Hitachi Air Conditioning India Limited

  Nov 2016 - Apr 2018

  Service Incharge

  Taking Care of HCS Ambattur Operations Job Responsibilities:1. Manpower planning and assigning the task to technicians for achieve Same Day Closure and Customer Delight.2. Focusing on Annual Maintenance Contract for Revenue.3. Follow Escalation customer and close the issue on time.4. Manage Replacement and Refund issues for customers, Dealers.5. Manage ACRT units issues...6. Focusing overall Targets like TAT, CDN, Revenue, Etc...

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  Xiaomi India

  Apr 2018 - now

  Service Audit Manager

  - Conducting audits at mobile and TV service centers, and repair factories in the South region to ensure operational excellence.- Validating hygiene checks and process adherence across Pan india.- Ensuring end-to-end closure of audits with ASPs and field teams, driving corrective actions against deviations.- Implementing process improvements in XMS, such as Rollback, TV check logic, and POP validation, to reduce abnormalities and after-sales costs.- Identifying and addressing abnormalities in TV warranty, EW, Rollback, conveyance, and buyout processes, initiating corrective actions.- Providing training to field teams and ASPs on audit processes and requirements.- Developing and implementing SOPs for ASCs to ensure quality service.- Achieving significant financial recoveries (over 5 crores in 5 years) through audits and data validations. Show less