Experience

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  Nokia

  Jun 2011 - Mar 2015

  • SLA of different processes like, Warranty Discrepancy, QT Pendency to be maintained.• Revenue Management, Escalation Management & Engagements with Sales Team.• Day today Operational and Logistics coordination for better functioning.• In order to boost firm income and customer happiness, it frequently has to develop new procedures or methods.• Making sure that equipment and replacement parts are promptly available at the service center and planning the MSL depending on usage. Daily Tracking of Part& Swap support.• Keeping accurate inventories of spare parts and standalone devices.• In charge of timely reconciliation of fresh and faulty inventories. Show less

  • Centre Manager

    Jul 2013 - Mar 2015

  • Customer Care Officer

    Jun 2011 - Jun 2013
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  Luminous power technologies (p) ltd

  Apr 2015 - Apr 2019

  Area service manager

  • Responsibilized for all operational operations relating to after-sales & services, such as TAT, C-SAT, service claims revenue management, escalation management, and interactions with sales team.• Creating MSL for ASPs based on usage and ensuring that equipment and replacement parts are promptly available to assist the efficient operation of service centers.• Appointing ASP's in accordance with needs and managing operational operations.• Monitoring ASP operations to guarantee customer satisfaction.• In charge of process innovations and audits to maintain high quality ratings and devoted clientele.• Developed and put into place a sales strategy at service center's to increase revenue for partners and customer satisfaction. Show less

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  Hmd

  Apr 2019 - Dec 2020

  Regional customer manager

  • Overseeing customer service operations and making sure that the North and East LO have the best possible client satisfaction.• Managing all legal and CDRF cases.• Handling Box Pack reconciliation and IRM Cases.• Managing all business operations for online repair and customer assistance.• Monitoring the contact center's TAT and CSAT report.• Reviewing the facilitation process with the logistic crew.• Ensuring that equipment and replacement parts are promptly available to support service centers’ efficient operation.• Educating the front-line employees, such as the service engineers, on the products'information, technical hints, soft skills, and behavioral characteristics.• Handling escalated/legal cases and concerns with product servicing that have been mitigated. Show less

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  Micromax informatics ltd

  Dec 2020 - Sept 2022

  Territory service manager

  • The selection of ASP's to handle operational tasks in accordance with requirements.• Monitoring ASP operations to guarantee customer satisfaction.• Setting up MSL for ASPs based on consumption and guaranteeing timely equipment and sparepart availability to support service centers’ efficient operation.• In charge of process innovations and audits to maintain high quality ratings and devotedclientele.• Created and implemented a sales strategy at service centers to increase partners' income andimprove customer satisfaction.• Responsibilized for all operational operations relating to after-sales & services, such as TAT, C-SAT, service claims revenue management, escalation management, and interactions with thesales team. Show less

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  Curefit - house of cult

  Sept 2022 - now

  * Developing and implementing quality control processes and procedures to meet customer needs. * Establishing quality standards, specifications, and procedures for the company. * Ensuring that products and services meet quality standards before launch. * Conducting quality audits to ensure that quality policies are being followed. * Training quality assurance personnel and new quality control team members. * Collaborating with management teams, external vendors, and suppliers to ensure quality standards are met. * Preparing performance reports and providing updates on product or service quality. * Managing waste in production processes and finding ways to improve efficiency. * Investigating the root causes of defects and proposing solutions. * Analyzing customer feedback to understand their expectations and demands. Show less • Establishing and sustaining a holistic knowledge management strategy inside.• Overall accountability for the organization's customer service activities' creation, operation, and maintenance.• RCA & KAPA creation for each escalation.• Achieving the highest levels of profitability and growth in line with organizational goals.• Directly overseeing all customer service and team operations.• Maintaining and enhancing systems for assessing customer satisfaction and disseminating feedback to the relevant internal entities.• Maintaining and improving procedures for surveying and assessing customer satisfaction, as well as disseminating feedback to relevant internal organization.• Using a CRM system to manage tasks such as receiving, evaluating, resolving, and documenting customer issues and complaints in line with agreed-upon standards.• Making strategies for customer service activities that incorporate customer management to reach satisfaction goals.• Aiding all other departments with customer service and associated problems.• Making plans for team activities that include a plan to meet predetermined goals.• Assign power and duty to the team with oversight, reporting, and evaluation.• Managing and maintaining touch with internal and external clients/customers for feedback and client/customer satisfaction information.• Keeping proper records for client service.• Communicating and working together with all employees, suppliers, and clients/customers. Show less

  • Factory Manager

    May 2024 - now

  • Customer Service Manager

    Sept 2022 - now