TARPAN MONDAL

Mobile: +91-987******* •

+91-954*******

Email: ad1iav@r.postjobfree.com •

ad1iav@r.postjobfree.com

Seeking assignments in Operations

Management/ Customer Support

CORE COMPETENCIES

Client Relationship Management

Operations Management

Process Re-engineering

Service Operations

Maintenance installation

Service Aftermarket Sales

Customer Coordination

Field Engineering

CAREER GRAPH

Since May 2021 @ TATASKY Ltd. (DTH),

Location - MUMBAI

Area Service Manager-ASM

Since Dec 2019 – May 2021 @ Bharti

Airtel Telemedia Ltd. (DTH), Location-

Territory Service Manager-TSM

May 2018 – Dec 2019 @ Rivigo Services

Pvt Ltd. (Formerly known as Trucks first

services Ltd.), Location -Siliguri, W.B.

Senior Executive Operation - PSE

Jul 2017 – May 2018 @ Philips Lighting

India Ltd. (Off role under Magna

Infotech), Location- Kolkata

Service Support Engineer (Off role)

Sep 2015 – Jul 2017 @ G S Atwal (Co.) &

Engineers Pvt. Ltd., Location- U.P.

Maintenance Engineer Operations (Off

Role)

Oct 2014 – Aug 2015 @ Singh Electricals,

Location- Asansol, W.B

Trainee Electrical Engineer (Off role)

ACADEMIC CREDENTIALS

B. Tech. (Electrical Engineering); 2014

K.I.E.M., WBUT with A+

PERSONAL DOSSIER

Date of Birth: 27th August 1993

Current Address: C/o- Dhanashree ent,

Daffodil apt, Margaon, Indona, Davorlim,

Goa-403707

Permanent Address: Village Ramnagar,

Post- Barakar, Asansol, Paschim

Bardhaman-713324, West Bengal

Languages Known: Bengali, English and

Hindi

EXECUTIVE SUMMARY

Currently working at Panasonic Life solutions India (P) Ltd. As Area Service Manager-ASM Role at Goa Branch from 10th of Nov,2022 to till Now.

An astute professional with over 8.5+ years of experience in Operations Management, Process Management and Client Servicing, in FMCD, DTH, Telecom (Companies like Panasonic, Tata Sky, Airtel, Philips, Rivigo etc)

Proficient in streamlining processes and training systems with in-depth understanding and continuous optimization of individual, KPI's, SLA’s, objectives, and targets.

Strong ability to isolate problems, analyze data and drive business strategies, decisions, and solutions with a track record as a change agent and transformative force in organizational and operational improvements.

Known for working on projects such as street lighting at Victoria Memorial Palace, FIFO World Cup 2018 under Nineteen, lighting project at TIMKEN, JUSCO, TATA Steel Jajpur, Odisha, Lux level measurement ISWP, Jamshedpur: Earth moving, Raw material handing at Reliance power project at MP, Singrouli, Logistics Support provide to ITC, Zydus, Juventus, Al-chem, TGBL, Britannia, Coca-Cola, Nestle North and South Bengal, DTH Distribution of North Bengal, Mumbai, Maharashtra

Possess strong process management, prioritization, and multi-tasking capabilities. Excellent leadership, influencing, organization, communication, interpersonal and teamwork skills.

KEY RESULT AREAS

Operations Management:

Ensuring compliance to all processes as per Service Level Agreements.

Formulating operational goals and developing business plans for the achievement of these goals.

Preparing, generating, and developing reports in varying levels of detail based on the audience.

Streamlining overall functioning of processes, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level. Client Relationship Management:

Dealing with high-net worth individuals in a professional and mature manner.

Providing support to customer’s queries via chat and phone medium.

Maintaining customers account and ensuring proper workflow of orders.

Participating in the department level activities such as Rewards & recognition and other initiatives taken by the department.

Improving team’s quality performance by providing feedbacks on weekly basis on soft skills for the team.

CAREER CONTOUR

Nov 2022 to till now with Panasonic Life solutions India Pvt Ltd. at Goa as Area Service Manager

Accountabilities

Managing customer complaints ensuring satisfaction.

Maximizing customer retention for 10 years old customer, Maximizing penetration of customer retention products (Fridge, AC, LED TV, Home theater).

Ensuring standard process adherence with consistency and progressive result. Ensuring service quality, processed time cost.

Provide generator after-sales service, parts sales, technical and training support to customers, distributors and dealers. Overall Regional Product support co-ordination and responsibility of complete product support business. Ensure the team follows best practices and maintain service level agreements. Develop problem management and service improvement plans.

Develop, plan and conduct training activities for customers/distributors/dealers of the region assigned. Provide technical support and advice to customers/distributors/dealers.

AMC, Promote Extended warranty, Offer Customer service.

Franchise/ Vendor/ ASC management develop primary and secondary business. CAREER CONTOUR (Contd.)

May 2021-Nov 2022 with TATASKY Ltd. at Mumbai as Area Service Manager Accountabilities

Working on KPI Parameters and meeting the quality standard set by the organization. Identify/supporting new Business opportunities in the region.

Timely Installation and FR, monitoring of timely W/O scheduling, follow through process from arrival till activation, ETA and IMA calls, Escalation, and complaints.

Quality of Installation/ FR ensure by auditing time to time. Provide timely and necessary input to people on performance according to Metro Top 8 Mega City.

Ensuring closure of each service request loop by the concerned engineer, intervening and handling complaints in case of incorrect installation calls by Engineers. Annual CSAT survey. Take quick action on input provided by the Central Quality and Process Improvement team,

Ensure that the KPIs and SLAs are understood and communicated to all individuals (such as ISP owners, CCO, Engineers and our in-sourced manpower). Escalation points for Engineers and Authorized service centers.

Select, Develop and Retain quality manpower (in-sourced manpower).

Improve productivity continuously (without compromising quality) and therefore, keep costs at optimum levels. (By having a constant watch over FRs, studying repeat WO, and providing necessary inputs to the engineer and ensure continuous viewing for customer), presenting new solutions and upgrades to customers, set target for aftermarket revenues.

Dec 2019 – May 2021 with Bharti Airtel Telemedia Ltd. (DTH), Location as Territory Service Manager Accountabilities

Meeting the customer SLAs regarding DTH Installation, field repairing along with ensuring compliance to policies and processes as communicated by the AM.

Monitoring deviations from SLAs & analyzing root cause along with taking corrective actions in timely manner to meet SLAs.

Providing effective resolution of customer complaints and ensuring resolution of customer complaints in the assigned territory within target time.

Ensuring closure of each service request loop by the concerned engineer, intervening and handling complaints in case of incorrect installation calls by Engineers.

Planning field visits periodically to collect and analyze data on quality of services provided vis--vis competitors.

Carrying out quality check as per pre-defined parameters on the performance of each Engineer in the team on a periodic basis, Experience Rural and Semi-Urban, Urban, and upcountry Market Distribution Trade and Nontrade business.

Conducting Audit High ageing of stocks regularly to avoid partner penalty, swap, and commercial order process. May 2018 – Dec 2019 with Rivigo Services Pvt Ltd. (Formerly known as Trucks first services Ltd.), Location as Senior Executive Operation - PSE

Accountabilities

Managed the operations and planning of Pitstop/hub, and regular Maintenance/service of Material Handling Equipment

(like Hand Pallet Trucks/Stackers/Arial Work Platforms/Lifting Hoist/Conveyor/Hand truck Trolley/Forklifts/RF Guns/Scanners etc.) Vehicles Electrical system (Self/Fuse/Relay) and over all maintenance.

Monitored, analyzed, optimized Toll & Non-Toll Cost and ensured driver utilization per KM cost/ fuel efficiency and vehicle movement. Performed supply chain implementation at zone, retail business, E-commerce fleet transport tracking, customer delivery service, client support and back-office operations.

Generate Sales from new as well as existing customers and achieve the sales plan. Acquisition and retention of customers and increase client base. To ensure receivable management is under control and increase cash flow. Sales lead management and monitor them, Ensure Timely Deliveries to clients

Ensured the best performance in terms of TAT, SLA, Hub Waiting time - PSWT, AA, Pilot lifestyle, Placement Assurance, Pilot State and Indiscipline.

Supervising Logistics Operations. Planning Daily and Weekly Operations and Fixing Problems related to vehicles. Organizing all driver duties. Time-to-time maintenance of vehicles. Transport Route mapping and follow-up.

Coordination with Plant (Planning Dept., Production Dept., Dispatch Dept. & QA Dept.) for smooth execution of planning, Coordination with Freight forwarder / CHA / Transporter for shipment arrangement Negotiating Freight rates / transportation rates / Customs charges if any.

Generating regular leads for various Products/division (Pharma/Engineering/Textil/RMG/Retail/Consumer Goods), Ensure all the billing files are timely shared with Accounts team and support in collection of overdue o/s payments by following up with customers.

Jul 2017 – May 2018 with Philips Lighting India Ltd. (Off role under Magna Infotech), Location as Service Support Engineer (Off role Quess Corporation)

Accountabilities

Performed after sales service and maintenance of commercial, industrial & professional of LED Solar Lighting projects under EESL, Power Grid Govt. Schemes like DDUGJY, RGGVY.

Conducted Energy Audit and Lux level measurement and handled B2B, B2C Complaints.

Maintained Service TAT, Service Level Agreement (SLA) and Extended Warranty (EW) service operation, inspection & quality check of products, billing of Engineers, Technicians, Franchise and distribution vendors. Sep 2015 – Jul 2017 with G S Atwal (Co.) & Engineers Pvt. Ltd., Location as Maintenance Engineer Operations Off role Accountabilities

Executed ground operations of electrical activities of Sub-station, coal & raw material handling plant and washer.

Managed a team of labor, technician, vendor, contactors and ensured on time resource availability.

Analyzed and maintained equipment performance, planning for service schedule of all equipment at site., sales billing

Prepared MIS and operation reports and checked the daily tasks and prioritized work as per requirements. Oct 2014 – Aug 2015 with Singh Electricals, Location as Trainee Electrical Engineer (Off role) Accountabilities

Performed maintenance and troubleshooting of Electrical System Like transformers, LT-HT motors, Overhead LT-HT lines, Circuit Breakers and Submersible pumps.

Checked and verified sub contractor’s bills and supported the site in charge for monthly billing and collections, Sales billing.

Handled the collections of payment, maintain office records, tender, notice, fuel consumption, courier details, contract, staff detail, salary, PF and another official auxiliary. INDUSTRIAL VISITS/ PROJECTS

Undergone training at The Durgapur Projects Ltd (DPL), on Thermal Power Generation, Switchyard and Substation Operation from June- July 2012.

Completed Training at The Damodar Valley Corporation (DVC), on Hydro power generation, various operations of relays, Maintenance of transformers, Applications of Current & Power, transformers Power Transfers to grid from 21st Jan – 6th Feb 2013.

Training done at West Bengal State Electricity Transmission Company Limited (WBSETCL), Durgapur 220 KV substation on Power Transmission and Distribution from June 2013 to July 2013.

Undergone training done at The Steel Authority of India Limited (SAIL) at Durgapur Steel Plant (DSP), on Axel & Wheel Manufacturing Plant, Blast Furnace, Various Mills, Raw Material Handling Plant, Coke Oven on Aug 2013.

Notice Period- 30 Days Negotiable

Current CTC- 10.5 Lakh/Annum.

Expectation- As per Industry Standard Company Norms Negotiable

Relocation- Ready for Pan India requirement.

Skills- Distribution, Vendor management, Planning, Problem Solving, Critical Thinking, Conflict resolution, Leadership, Decision making, Negotiations, Adaptability, Relationship management, Data Analysis, Interpersonal Communication, Customer dealing, Manpower handling, Client Satisfaction, Teamwork collaboration etc.

Max Team Size handle- 150+

Contact this candidate