Pawansing Patil

Experience

• 

  Godrej & Boyce Mfg. Co. Ltd.

  Aug 2016 - Jun 2023

  • Managing post-sale service operations ensuring customer satisfaction across India • Contributing as the member of New Product Introduction (NPI) Team and cross functional team (CFT) • Designing service setup, product service policy and setting installation pay-out for all new products. Responsible for Spares Pricing and Spares availability • Ensuring smooth launch of products and monitoring All India Open Calls, Open Call Days, FRT, CCT • Supervising the performance of All India ASPs (Authorized Service Provider), CSI (Customer Satisfaction Index) across India • Guiding on/resolving queries of all 16 branches across India • Training Branch Executives and Technicians on Customer Management, Product Management and other new processes and policies • Conducting Branch & ASP audits for process compliance along with root cause analysis on monthly basis • Assisting the branch personnel for the escalated complaints & confirming speedy resolution • Amalgamating and examining Customer complaint, Product Issues, Technical Defect Rate and analysing Warranty cost Data • Driving CAPA (Corrective and preventive actions) meeting with Quality team and R&D team to find failure root cause and resolve product issues • Coordinating with Plant team including 3 Plants at Mumbai, Shirwal & Haridwar • Synchronizing with trading team (Imported Traded, Domestic traded) for speedy supply of service spare parts to resolve customer complaints • Monitoring stock available at hub warehouse for effective housing of spares to utilize space effectively and monitoring stock at other 16 branch warehouses across India Show less

  • Deputy Manager

    Sept 2021 - Jun 2023

  • Assistant Manager

    Aug 2016 - Sept 2021
• 

  Jio

  Jun 2023 - now

  Manager

  • Liaising with platform teams for process implementation & managing processes for frontline teams, ensuring they are easy to consume and deliver superior customer experience. • Identifying process improvement opportunities & implementing changes to enhance frontline operations and customer satisfaction. • Providing real-time support within their area of expertise to coordinate troubleshooting and resolve service requests (SRs) raised within the Jio Contact Center. Monitoring CSI (Customer Satisfaction Index) across India • Coordinating with business support departments to ensure timely resolution of service requests and highlighting any potential breaches of service level agreements (SLAs). • Conducting L1 validation of service requests and analyzing rejected service requests for process improvements. • Providing reporting and analytical support to operations, identifying opportunities for further development within Assisted Care systems and processes to enhance customer experience. • Supporting new product, plan, and service launches by implementing required processes promptly. • Ensuring processes are updated in knowledge portals and disseminated to all frontline staff in a timely manner, enabling them to deliver superior customer experience. • Reviewing and enhancing content for frontline teams to empower them in delivering superior customer service. • Managing direct reports and ensuring effective people management within the team Show less