Amitesh Kumar

Experience

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  Brightpoint India Pvt. Ltd.

  Oct 2004 - May 2006

  Team Leader

  Headed a 15 member team for managing the “Top Guns” project involving clearing off stock of other locations in 2 months time.Managed service operations for both GSM and CDMA Phones; ensuring service deliverables to the end customers and authorized service centres of North Region.Carried out inspection tests for determining the effectiveness of the equipments.Actively involved in coordinating with Nokia on advanced repair actions; interacting with operators like Tata and Reliance for resolving customer issues. Show less

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  LG Electronics India Pvt Ltd

  Jun 2006 - May 2011

  Branch Service Manager, Mobiles

  Handled Mobiles Service Operations for Madhya Pradesh.Appointment of new ASCs and establishment of their setup.Coordination with vendors like Reliance & Tata.Audit of Service Centers (22 ASCs in one quarter).Closely monitoring Happy Calling Data provided by call centre and closing customer escalations on priority. Ensuring RTAT achievement with quality repairs.Controlling pending by monitoring MSL at service centres.Ensuring 1 hour service achievement with customer satisfaction.OD management.Conducting regular trainings for sharpening the technical, behavioural & procedural skills of ASC staff. Show less

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  Tata Sky Ltd

  Jun 2011 - May 2013

  Field Service Manager

  Appointment of new ISPs.Installation, FR, Relocation, Upgrade TAT of 24 hours.Handling a team of 5 ASIs, 1 Engineer and 18 ISPs.Conducting trainings for ISP staff.Ensuring Installations created till 4 PM are completed on the same day at ISP base location.Service Promise Delivery adherence by ISP.

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  Dish TV

  Jun 2013 - Mar 2014

  Zonal Service Head

  • Entrusted with the appointment of new SF/DCCs, ensuring superior services at the client’s end and adherence to service TATs.• Achieving 90% installations and 80% SRs within 24 hours. • Managing and mentoring a team of 8 ASEs and 55 SF/DCCs in the achievement of bottom-line objectives.• Achieving operational TAT levels which include:o Scheduling TAT within 1 hour 90%o Installation Quality, SR on Installation WO - (Within 30 Days including Material) 5.0%o Repair Quality, SR on SR WO - (Within 30 Days including Material) 10%o Call Resolved beyond 72 hours 5.0% Show less

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  Samsung India Electronics Limited

  Apr 2014 - now

  Branch Service Manager

  ~Handling a team of 25 achievers/members.~Handholding, mentoring and managing team of Service Centers across Lucknow Branch, appointment of new Service Franchise as per business demands.~HHP MSC Enhancement for better look & feel for the customers.~Operational CI TAT of 0.8 and IH TAT of 2.0~TAT of same day repair complete for HHP = 85%~Happy Calling Score = 90~Customer Repeat Repair Ratio = 4.7%