Service Customer

SANJAYA KUMAR DAS

Movement :+91-983*******/ 987-***-**** )

E mail: ************@*****.**.**

Aspiring to carve a niche and gain professional enhancement in Service Operations/ CRM with Frontline organization.

PROFESSIONAL ABRIDGEMENT

A result oriented professional with 10 years of enriching experience in service operations & CRM.

Currently associated with Godrej & Boyce Mfg Co. Ltd Appliances Division. As Manager Kolkata Branch

Adept at providing service operations; understanding clients’ requirements and providing services accordingly. Leading teams

to ensure the accomplishment of service deliverables.

Consistently achieved service targets & sustained a high CSI across the illustrious career.

Recipient of recognition & appreciation at numerous occasions.

Possess excellent communication & organizational ability. Team leader with the ability to mentor, motivate the team members.

AREAS OF EXPERTISE

Planning & Management

• Planning & controlling the complete service function with accountability on profit & loss.

• Defining the service standards and ensuring compliance to the norms.

• Managing the escalated cases and addressing the concerns registered at a higher level.

• Reducing defective products return from the trade as well as lying in warehouse & keeping track on inventory of products.

• Preparing MIS/ reports and presenting the same to the management for facilitating decision making process.

Service Support

• Assisting in the entire service/ maintenance function & coordinating with the customer service team for providing proactive

maintenance solutions.

• Tracking daily complaints, ensuring proper manpower and route planning to ensure lesser response time and faster speed of

service.

• Identifying areas of improvement and recommending process modifications to enhance operational efficiencies.

• Analysing the nature of faults and take follow up actions to provide quality feedback of the product from the field.

• Ensuring indent optimum requirements of spare parts at branch level and making availability of spare parts to render after sale

service.

Customer Relationship Management

• Relationship building with clients for enhanced terms ensuring continued & repeat business.

• Providing instant service to clients, entailing provision of fastest solutions to customer concerns so as to enhance their

satisfaction levels.

• Managing issues pertaining to customer complaints and addressing dealer grievances

Sales & Marketing:

• Identifying and executing local level publicity campaign in order to increase market awareness and visibility of new

technological changes in terms of products and services.

• Developing new streams for long term revenue growth and maintaining relationships with customers to achieve repeat/ referral

business.

• Conducting competitor analysis by keeping abreast of market trends to achieve market share.

• Utilizing the public information and personal network to generating leads.

Team Leadership:

• Recruiting, selecting & training the team members and build an effective / knowledgeable hierarchy.

• Monitoring, managing & mentoring the team for effective service deliverables.

OCCUPATIONAL CONTOUR

Since Jan 07 July 08 With Godrej & Boyce Mfg Co. Ltd Appliances Division. As Asst. Manager, Patna, Bihar

Since August 08 with Godrej & Boyce mfg Co Ltd Bhubaneswar Branch

Areas Covered:Bhubaneswar, Bhubaneswar City & Rourkela city and Central Orissa

Attainments:

• Identified and appointed authorized service center through effective selection of right service provider for products of

Godrej Appliances i.e. Refrigerator, Washer, Air conditioner, Mwo and Dvd

• Enhanced client satisfaction through excellent service provided to major clients and visiting client sites to gather feedback.

•

Spearheaded achievement of sales targets for spare parts through efficient management of retail outlets and authorized

service provider centers & Dealer.

• Dexterously handled network and supervised direct sales thereby generating greater revenue.

• Successfully organized and demonstrated various types of techno exhibitions thereby enhancing service quality through

usage of service technology.

• Arranged numerous services camps and provided training to technicians on products, client relationship management

initiatives.

• Greatly acknowledged for revenue generation thru provision of AMC on water cooler /air conditions and fans.

• Bestowed with the responsibility of measuring performance score of all authorized centers.

PREVIOUS EXPERIENCE

Jul’04 Aug’06 with Bajaj electrical ltd at Ranchi as Sr. Customer Care Officer

Attainments:

• Successfully implemented call management systems among service center for excellent call management & ensuring

customer satisfaction.

• Received 3 successful training certificates by Bajaj on product knowledge, Team building & personal effectiveness & 2

appreciation letter on performance.

Jan’01 Jul’04 with Whirlpool of India Ltd, Bhubaneswar as Sr. Service Engineer.

Attainments:

• Greatly acknowledged by branch for exemplary performance.

• Awarded consecutively for two years as ‘Best Service Engineer’.

• Generated highlight amount of revenue and enhanced customer satisfaction thereby attaining highest score nationally in CSI

survey.

EDUCATIONAL DETAILS

• Diploma in Mechanical Engineering from KIIT (Deemed University), Bhubaneswar with 1st division in 2000.

• Diploma in Computer Application in 2002.

PERSONAL DETAILS

Date of Birth : 8 may 1982

th

: Nathapur, P.S Rajnagar, Kendra pare, Orissa

Permanent Address I

Phone : 094********

Address –II : Sector II/572, Niladrivihar, Chandresekharpur, Bhubaneswar 751021

Notice Period 3 month.

CTC – 9 lakhs fixed + 1.5 lakhs Variable + incentive bases on the target achievement

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