Dinakaran Chakrapani

Experience

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  Royal Cold Storage (Marine Devision)

  Jun 2001 - Dec 2002

  Quality Control Technologist

  Overall Quality Control, QMS, HACCP Monitoring, Certified Quality technologist by Export Inspection Agency (Ministry of commerce, India). Maintained European and non European standard for process, Documentation, regulatory

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  Essar Engineering & Food Products Pvt ltd

  Jan 2003 - Feb 2005

  Microbiologist

  Successfully set up the new bottled water plant, got the certification from BIS, Set up and handled the water lab individually, Quality management, inspection (Raw materials to Finished goods), documentation.

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  Hindustan Unilever Ltd

  Mar 2005 - Jul 2012

  National lead- customer relationship managemet

  I have played various roles in Unilever, starting from a Microbiologist followed by product development and have subsequently shifted into Customer Relationship Management for implementing the after sales and service set up for the water business in South India. I was instrumental in setting up the complete infrastructure for the customer service from the scratch. In the last 3 years I have moved to HO role to handle pan India Service Quality Assurance and Training where I manage a SPOC between Water R&D and customer service for pre and post launch of new products and monitoring the overall service team performance (Quality Cost and Delivery). Following are important functions that I played:Member - Water Purifier NPD and Launch networkLead - Pre & Post product launch activitiesStrategies for Consumer delight programsService Quality Assurance – Process and SOPsIT CRM enhancement & Call centre managementField Service delivery performance monitoringWarranty ManagementLead - Transformation projects (CRM migration, call centre management, Direct Service and service franchisee)Cost control measurements – six sigma, DIYRevenue generation through Service Show less

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  Kurlon Ltd

  Jul 2012 - Jul 2016

  Asst.General Manager- (Head - QA/QC and Customer service)

  Implemented & Managed quality assurance for Kurlon home comfort business, setting goals, objectives, and strategic plans for timely, budget-conscious delivery of high-quality products. Led KOS (Kurlon Operating System), acted as Management Representative for ISO QMS, and spearheaded IKEA process implementation. Supervised cross - functional teams to handle customer service through outsourced agency (Jeeves agency) through integration of web based and mobile app procedures to capture the consumer complaints and market returns for the product development and monitor the warranty recalls. Went through extensive training by the IKEA team at China and successfully implemented at Kurlon for both Sofa and Furniture division (End to end customer satisfaction) Instrumental in developing warranty policy and customer service module for the Mattress industry which was being adapted by all the mattress manufacturers in India (Indian Sleep Products Association)Team size: 70 Managers and Executives Show less

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  Blue Star Limited

  Aug 2016 - May 2019

  Heading the Service department for the water purifier division (National Role). Member - Senior Management team. Overseeing Plant QA team (Additional responsibilities) and supporting functions (Call centre, IT, MIS, Spares, Revenue)  Appointed 250+ Franchisees for the pan India network Complete IT infrastructure for water purifier business and call centre management with 20 agents (Inbound & Outbound) Implemented product quality tracking system (Warranty returns) MOL calculations and COPQ Active member of NPD team Team size: 30 Managers and Executives Show less

  • All India service Delivery Head - CPPD

    Dec 2018 - May 2019

  • DEPUTY GENERAL MANAGER - QA & Consumer Interface (Head - Service and OEM QA)

    Aug 2016 - Dec 2018
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  V-Guard

  Jun 2019 - now

  General Manager and Head service

  Heading Pan-India service operations for the ECDI division, leading 220+ resources (20 direct and 200 under third-party providers).>> Led strategy and transformation for ECDI service calls through a hybrid model, incorporating Direct Service Centers (DSC) and the Franchisee route, enhancing customer service and supporting top-line business growth by progressively reducing cost per call and service cost.>> Invested in technology to enhance technician productivity and overall cost efficiency.Developed technicians to handle multiple products and functions (field service, warehouse operations, and cross/up-sell).>> Implemented a strategy to increase recommendations and consumer acquisition for CDP, ensuring the highest CSAT.>> Digitally enhanced end-to-end operational excellence.>> Created KPIs and dashboards for all functions and established a review system. Show less