Service Customer

Ashwani Kumar Verma Tel: 007********* Email: ************@*******.**.**

In a world of communication it is important to stay up to date with new things. I have worked with many technologies and new environments. I am

a team player who enjoys the challenge of working alongside others with varying capabilities to achieve a common objective. This is

demonstrated by my various work experience.

Skills

• Good Presentation and interpersonal skills.

• Extensive knowledge of rapport building.

• Well versed with MS Office (Excel, Word, PowerPoint, and Windows).

• Team player and able to thrive under pressure.

• Team Management

• Possess excellent interpersonal, communication and organizational skills with abilities in customer relationship management.

Professional Experience

June 2012 – August 2013 Magicon Impex Pvt Ltd Punjab India

Role: North India Service Representative

• Appoint new service partners at new required locations.

• Provide outstanding service to all stakeholders.

• Maintain high net worth service partners

• Handling escalations regarding customer service issue, parts issue, courier issue, reverse logistics.

• Hardware, software and technical release support to service centers.

• Implement and Manage service level agreements for send for repair handsets and order parts.

• Provide monthly account statement and handset repairing report to service centers.

• Supporting all services centers to maintain the minimum stock level and provide the spears consumption report on monthly basis.

• Provide new releases of new model launches and features, hardware and software related updates.

• Provide the information of manufacturing fault with solution (in case the company is facing manufacturing fault in any product)

• Maintain Turn Around Time (TAT).

• Audit and Validate service centers in north India.

• Forecasting / Planning and delivery of spears for all service centers.

• Manage 32 Service centers in north India.

January 2010 – June 2012

Adonis Electronics Pvt Ltd

Punjab India

Role: Mobile Circle Head (Punjab)

• Looking after Customer Services for Telecommunication products Philips / Epicom / Unicare / ZTE/ Onida Mobile / I Buzz / Moserbear

(Manufacturers for Mobile Handsets CDMA/GSM, Data Cards, Routers)

• Maintaining inter personal relations with Vendors and Original Equipment Manufacturer.

• Handled Software upgrade activity for Service Providers like TATA / Virgin / ZTE for their data cards

• Follow up with Warehouse for Defective parts

• Educate All ASCs and Branch Service Employee regarding online procedure.

• Coordinating after Service activity for Products in the territory with its support partners and its customers for L 1, L 2, L 3 including any

Software upgrades.

• Maintaining Minimum Stock Level for all the locations and informing Warehouse Team regarding distribution of Spares.

• Monitoring Call Closures, Repair Quality monitoring, conducting service Audits and that of the Service Centers of its service partners.

• Review of Service Processes, audit and analysis of DOA cases and product failures.

• Assisting training activity for existing products and for new products, including the Technical Documentation.

• Assisting in planning Spares supply across the service network and coordinating such activity with relevant partners .

April 2009 – January 2010 Intex Electronics Pvt Ltd Punjab India

Role: Senior Executive for L3 Repairs (Punjab)

• Coordinating after service activity for Intex Mobiles in the territory for L 3 & L 4 levels including any software upgrades.

• Checked all the parts dispatching report from head office and Follow up with Service centers.

• Parts cannibalize Activity.

• Data Maintain about part consumptions & Dead on Arrival Handsets.

• Give the Proper solution of Customer escalations

• Maintain daily and monthly handset repair productivity report.

• Providing training for existing products and for new products, including the Technical Documentation

December 2007 – April 2009 RT Out Sourcing Services Ltd Punjab India

Role: Senior Executive for L2 Repairs (Punjab)

• Implements service level agreement with service users and business Partners.

• Follow up with the authorized service providers/partners for parts transactions

• Manage relationship with the logistics team internally and support partners to get required spares timely.

• Preparing daily, weekly and monthly management Information System reports

• Addressing customer escalations and going back with solutions

• Managing calls and spares data with Service Partners on monthly basis.

• Training activity for new failure with solutions, including Technical Documentation Preparation.

January 2006 December 2007

Global Communications

Punjab India

(Spice & Panasonic Franchise)

Role: Service Engineer for L2 Repairs (Punjab)

• Coordinating after Service activity for Mobiles for L 1 & L 2 levels including software upgrades.

• Addressing the customer escalations and going back with Solutions

• Assisting training activity for existing products and for new products, including Technical Documentation Preparation.

Education

• Bachelor’s Degree in Commerce with Accountancy, Finance and Economics from Delhi University India in 2009. ( Equivalent to British

Bachelor Degree)

• Certificate in Computer Application in 2007 from Soft Beat Computer Education

• Certificate in Mobile Repairing (Software and Hardware) in 2005 from Makkar Institute, Punjab, India.

• Certificate in Manual Accounting in 2005 from Khanda Institute of Accounts and Computer Technology.

• Senior School Certificate in 2002 from Central Board of Secondary Education (CBSE) New Delhi, India

• Secondary School Certificate in 2000 from Central Board of Secondary Education (CBSE) New Delhi, India

Personal Profile

Languages Known : English, Hindi and Punjabi

Interests & Hobbies

I enjoy working out at the gym as I live a healthy lifestyle. I enjoy socializing with friends and families as both of these are important to my life. I

also enjoy playing sports, watching movies and listening to music of mixed genres.

Contact this candidate