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ABHISHEK JAIN

CAREER OBJECTIVE

To work in and help create an environment that is intellectually stimulating, Values merit, professionalism and provides challenging opportunities for personal and professional growth.

WORK EXPERIENCE

Working with Philips Electrolux Electronics Ltd since Nov 2010.

Currently handling Chandigarh and Punjab Branch from 20th September 2016 onwards as Branch Service Manager

Job Profile:

Looking after complete Service Operations of Chandigarh, Himachal, J&K and Punjab

Handling large team of co.roll employees and franchisee’s.

Monitor open calls and maintain and control Area Service Managers tracking logs.

Visit to all Dealer counters for resolution of issues & generating confidence for service level.

Involved in daily contact with customers and Dealers to troubleshoot and resolve problems pertaining to complaints, and other service-related matters while maintaining good customer relations.

Audit travel to district service centers as per company requirement.

Coordination with Parts Team at RO and HO for parts procurement for escalated cases.

Creating & executing replacement & refund approvals to maintain TAT & KPI’s to generate customer confidence level.

Ensuring the KPI’s in terms of TAT, SDR, LTR, RRR, VOC Closure and Open Calls

Had worked earlier as Branch Service Manager for Gurgaon branch and looked after Haryana from May 2014 to September 2016

Had worked earlier as Branch Service Manager for Ghaziabad branch and looked after W.UP and Uttrakhand..

Worked with Videocon Industries Ltd. (Chandigarh Branch) as Service Executive from Oct 2009 to Aug 2010.

Job Profile:

Provide administrative support to District Service Points in Himachal Pradesh II ( Una, Mandi & Kangra)

Monitor open calls and maintain and control Field Service Engineers tracking logs.

Visit to all Dealer/Distributor counters for resolution of issues & generating confidence for service level.

Involved in daily contact with customers and Dealers to troubleshoot and resolve problems pertaining to complaints, and other service-related matters while maintaining good customer relations.

Fully committed to providing the highest possible standards of customer service and support.

Team leader with a proven ability to train, supervise, motivate, and evaluate customer service representatives.

People oriented enjoy working directly with customers and the general public.

Understands and appreciates the importance of a job well done

Achieve the targets of Spares billing & AMC( Annual Maintenance Contract)

Monitored the performance of personnel to ensure a productive work environment.

Motivated employees to achieve personal goals and to consistently meet expected quotas

Built a teamwork environment that encouraged hard work and collaboration.

Ensured workflow efficiencies, customer service excellence, and quality assurance

Audit travel to district service centers as per company requirement.

Coordination with Parts Team at RO and HO for parts procurement for escalated cases.

Creating & executing replacement & refund approvals to maintain TAT & KPI’s to generate customer confidence level.

Ensuring the KPI’s in terms of RT, TAT,DSI, CSI, SDR, LTR, RRR, VOC Closure, Open Calls, AMC and Revenue.

Worked with Samsung India Electronics Pvt Ltd. (Ghaziabad Branch) as Service Executive since Sept 2008 to Sept 2009.

Job Profile:

Provide administrative support to District Service Points in Western UP

Monitor open calls and maintain and control Field Service Engineers tracking logs.

Visit to all Dealer counters for resolution of issues & generating confidence for service level.

Involved in daily contact with customers and Dealers to troubleshoot and resolve problems pertaining to complaints, and other service-related matters while maintaining good customer relations.

Audit travel to district service centers as per company requirement.

Coordination with Parts Team at RO and HO for parts procurement for escalated cases.

Creating & executing replacement & refund approvals to maintain TAT & KPI’s to generate customer confidence level.

Ensuring the KPI’s in terms of TAT, SDR, LTR, RRR, VOC Closure and Open Calls

Worked with Airtel Group Strategic Marketing Pvt Ltd. as Assistant Manager since 1st July 2007 to 31st Aug 2008.

Job Profile:

Looked after Tata Indicom Voluntary (Retention) process.

Looked after Call center of Zero usage process of Airtel.

Supervision of Team of 25 executives along with 5 Team Leaders of

Tata Indicom Punjab (Chandigarh, Bhatinda & Patiala) Location.

Coordination with Tata head office for all related queries.

Field support in terms of customer queries & entire satisfaction towards escalated customers in field.

Supervision of Retention Team of Airtel Broadband of Pan Punjab & KPA(Karnal, Panipat & Ambala) Location

Looked up Field Zero usage process along with Broadband of Airtel for one month of Chandigarh Location

Cooperate Sales/ Service of Airtel of Ambala.

Supports Ambala branch being Branch Head for specific time frame of five months.( Oct 07 to Feb 07).

Achievements:

Rewarded as “Employee of month” thrice when was posted to Ambala Branch.

Worked in Samsung India Electronics Pvt. Ltd., Chandigarh (FSC – Factory Service Center) as Field/FSC Support Manager for Chandigarh & Ludhiana Branch since 15th Jan 2004 to 30 June 2007.

Job Profile.

Spares parts management for field support.

Preparing & maintaining the MSL (Minimum Stock Level) for our location in respect with our consumption per month & sales trend.

Visit to all Dealer counters for resolution of issues & generating confidence for service level.

Complete follow with H.O for the spares pendency at ASC’s end as well as for field Engineers pendency at FSC, Chandigarh

Customer handling at FSC against the requirement of accessories & parts required.

Creating & executing replacement & refund approvals to maintain TAT & KPI’s to generate customer confidence level.

Ensuring the KPI’s in terms of SRR, RRR, and TAT for the FSC Location.

Supported OEM in terms of service level from FSC point of view.

QUALIFICATION

Diploma in Electronics and Communication from EIMSR.-three years course

Done 1 Year Diploma from APTECH

EXTRA CURRICULAR ACTIVITIES

Participated in GK Quiz at College level.

Participated in Dance competitions.

BIOGRAPHIC

Date of Birth : 25th Aug 1983

Marital Status : Married

Languages Known : English, Hindi & Punjabi.

Hobbies : Interaction with others, listening songs, watching movies.

Personal skills : Ability to motivate others

Strength : Positive Thinking

(ABHISHEK JAIN)

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