Sagar Kumar

Experience

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  Samsung Electronics

  Jan 2015 - Mar 2016

  Product Specialist

  To Look after the High End Product Installation & Demo in Delhi Region. Building and Coordinating Installation & Demo Delight Team.To add a captivating Factor in Service Operations and to achieve 100% Customer Satisfaction.Training & Development of Engineers.

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  Sony

  Mar 2016 - Oct 2016

  Area Service In Charge

  The Responsibilities adhere with the Position follows• Franchise Management , including credit Limit usage , inventory management , Minimum Stock Level availability, Adequate Manpower , Infrastructure of Partner Location, Branding Material show casing.• Meeting Daily KPI and operational Parameters of Partner as per SLA & to take necessary actions against any deviation or non-compliance against the SOP’s.• Team Management & interpersonal skills, includes sharing of Technical bulletins with Engineers ,resolution of Engineers Query by sharing TCN (Technical Corrective Notes), Keeping update the Team about the functional parameters added up for streamlining the daily operations & to keep a check on following with it.• Maintaining of Escalation Matrix , giving Directive measures to encounter any customer escalation starting from CCO to Higher Management & to maintain the Hierarchy in any service related issue, Pre-escalation alert to CS Team as to handle the customer efficiently , providing solution to customer within a consolidated timeline keeping the Best practices in mind.• Training & Development , participating & arranging Training sessions for the Engineers along with Sales Team for having ONE PLATFORM Theme for all.• Customer satisfaction index , Started Feedback calling from Partner Location for Walk-in & Home service calls to make root cause analysis of Customer dissatisfaction & to match with NPS (Net Promoter Score) provided by HO.• Driving CSAT & NPS improvement by continuously analyzing VOC & Feedback.• Market Visit, Visiting the Dealers & Channel sales partners with Partners Proprietor for Brand promotion and for concerning any service related issue.• Key account Management, Keeping the data of Key Customers for better long time relationship & giving information about the new technology or development in the product segment. Show less

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  Tata Sky Ltd

  Oct 2016 - May 2019

  Area Service In Charge

  Responsibilities Associated :a. Complying with company’s policies and adhering SLA’s in assigned Territory with Customer Delight.b. Manpower planning as per forecasting & w.r.t No. of Call log-in Partner Wise.c. Validating Weekly IW/Defective/NFF/Physical Vs System Stock available at Service Partner.d. Entrusting Partners Monthly ROE & Driving KEY Initiatives for resulting into Profitable viability for Partner.e. Visiting at Customer’s End for audit & C-SAT and Key Dealers in assigned territory for developing sale-service networkf. Proactively taking care of Customers concern & highlighting issues at Technology level for timely resolution.g. Training & Development of Field Team & conducting sessions for updating with new Technical and Field Service communications Show less

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  Airtel

  Jun 2019 - now

  • SPOC for Airtel Xsafe Service Portal Journey Channel Wise: IVR, Email Desk, Chabot.• Enabling Call center Advisors on new updates, Troubleshooting, Solution issue wise.• Defining SOP’s, Strategies, CRM Enhancements, SOW around End to End Customer Journeys for Field Team, RMA Process, Product Testing , KCI’s , Reduce Interactions at channels., Automation of Journeys.• Liaise with Engineering & Product Team to ensure successful execution of projects, Delivery of products Phase Wise, UAT.• CFT with Engineering, Product, Marketing, Call center operations Team to Develop Customer Lifecycle around the Product Experience.• Process Design & Operation Implementation across the Function of the Xsafe Surveillance• Analyzing customer issues Trend Day wise & Resolving Highlighted Issues with respective TeamFor Improving Customer Experience. Show less • Managing Overall Retail Operations & Broadband Business for Prayagraj Zone• Zone Comprising of 9 Towns incl. 6 Districts 1.5Lk HP’s with 74K BTG.• Handling a Direct Team of 3 SM’s & 5 TSM’s with 90+ In-direct Reportees• Delivering ~1K Postpaid & ~ 1.8K Broadband Business with Airtel Black ~20% Attach Rate• Getting Synergy between HDO, LCO and P&D Team for outstanding customer Experience on Network Deployment & Infrastructure Delivery.• Out calling DI & NPS Feedback customer on in store walk-in experience & taking corrective Action to improve on Staff knowledge & stich process gap if any • Online Lead Analysis for capturing Business Potential & Competition presence , Driving start strong Extraction in M0-M1 on New HP’s , Reviewing In-store & BB XFE’s Productivity on LPC & AON Front. Show less

  • Manager - Customer Experience

    Feb 2023 - now

  • Zonal Manager

    May 2021 - Feb 2023

  • Territory Manager

    Jun 2019 - May 2021