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Service Customer

Chennai, Tamil Nadu, India
May 24, 2018

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To pursue a responsible and challenging career as Service operations, through the valuable experience I am likely to gain from the competitive atmosphere prevailing at your illustrious organization.

Bachelor of Technology in Information technology with 6Year 3Month Experience in Customer support


Sony India Pvt Ltd (23 - Oct -2014 to 4-Apr-2018) as Branch Service Coordinator

Sony India Pvt Ltd based in New Delhi. Sony is the Indian subsidiary of Japan's Sony Corporation, headquartered in Tokyo. Sony's principal Indian businesses include Marketing, Sales and After-Sales Service of electronic products & software exports. Now I am working in service factory at Chennai. Certified for ISO: 14001, UKAS 008.

Service operations:

The platform using in Sony is SAP, Newsis, Service Replacement and Internal Consumption

Portal, Oriss, RMS and Outlook

Streamlined Service claim process for both IW/OW cases as per Sony service rules.

Handle escalation customer for both CAV & Mobile products.

Supporting for Dealer Stock sets case and resolving the Issue.

Handle 16 Service Centre in Tamilnadu & Pondicherry.

Daily basis send Key Performance Indicator report (KPI), DSR to Regional manager.

Provide timely and accurate reports to include: Weekly Activities Reporting, Monthly

Reporting and After Action Reports following major outages/incidents.

Give approval as per Sony rules and stock arrangement from warehouse for part shortage.

Direct visit venture place and check for quality control (QC)

I have knowledge in venture place and service centre visit and auditing.

Monitoring service centre activities and venture activities.

Will Monitor Installation, Demo, Walk-in Service, Home service.

Provides content knowledge for on-going process development, sustaining user base support

and strategic planning activities

Tracking defective Parts & units from Authorized service centre (including High value


Stock arrangements for Service Replacement cases.

Managing remote field service engineers supporting long term on-site services to customers

Throughout Tamilnadu

Active member of Global Quality Team which addresses and manages quality issues.

Maintained high level of customer satisfaction

Ensured that all services related activities are performed in an efficient, timely and professional manner

Identify issues in Service Replacement cases and resolving on Time.


Responsible for the management of all employees in the section including staffing,

Scheduling, compensation, performance management, training and development

Performs the final review within the established completion timelines

Manages and tracks progress to established project completion dates

Works with vendors to ensure that performance levels are met in accordance with service

Level agreements

Tracks and reports vendor performance and service level issues

Assists in conducting service meetings

Manages these issues to ensure timely resolution

Role in Tech Mahindra (March 2013 to Oct 2014)

Backend customer support Associate

I have provided backend administrative support services.

Data extraction and entry

I have working experience in Crystal, Minsat and Avaya.

Will handle both Prepaid and post Paid customer complaint.

Network Issue

Data packs Issue(GPRS-Technical Handling)

Sim lost, Sim Barring

Billing Issue.

New Sim activation Issue

Dealers Billing Issue.


Got appreciation mail from corporate IDEA client for I-Resolver(TN)

Received momentum from IDEA client in extending team KPI (TN PROCESS)

Received cookies award more than thrice from TechM (TN)

Received Star Performance award from TechM.

Received gift vouchers from IDEA client for top performance (TN PROCESS)

Role in Bluedart (Aug-2011 to Feb 2013)

Highly motivated Logistics Coordinator adaptable to evolving logistics technology to facilitate the shipping process. Proficient in customer support and efficient problem solving. Centered on meeting client expectations while retaining quality standards to ensure timely deliver. Skilled at the safe handling of personal and business packages • Experienced with using relevant software programs to track deliveries • Strong organizational skills, especially in high-pressure situations • Excellent customer service skills, including the ability to resolve issues • Ability to work well in team settings •


Monitoring Tool : SAP(T-codes :IW51,72,VA22,03,OIYH,VK13, VF03,MMBE )

MS-EXCEL, APNEWSIS, Web Portal, Crystal, Minsat, Avaya.

Operating Systems : Windows Family(2003 – 2010)


Underwent intense training program in hardware, networking, system administration and software platforms at HCL for a period of 10days.

Underwent internship training program at HTC global services for a period of 6 months.

education Qualifications:





B.Tech. Information Technology

T.J Institute Of Technology, Chennai.

2007 – 2011

68 %

Higher Secondary Course

Jawahar Matriculation Hr. Sec. School, Neyveli.

2006 – 2007

64.2 %

Secondary School Leaving Certificate

Jawahar Matriculation Hr. Sec. School, Neyveli.

2004 – 2005

70.6 %

Personal details:

Name : R.Senthamil selvan

Sex : Male.

Date of Birth : 29, May, 1989.

Father’s Name : M. Raja

Language Known : Tamil, English

Yours Sincerely,

(R. Senthamil Selvan)

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