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Service Manager

Location:
Mumbai, Maharashtra, India
Salary:
12 lakhs
Posted:
February 21, 2020

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Resume:

CURRICULUM VITAE

Permanent Address:

Anil Kumar Singh

Raunak City, Sector2, B7/204, 2nd Floor, Behind Royal Supermarket

Village Wadeghar, Adharwadi Jail Road, Ahead of Don Bosco School, Kalyan(W)

District - Thane.

Contact – 981-***-****.

E-mail- adbwfp@r.postjobfree.com

DOB – 15.12.1979

Current Location – Mumbai

OBJECTIVE:

Looking for a senior management position with a growing company where I can apply my experience to increase the company’s reputation and profitability.

Current CTC – 10.00 Lakhs

EXPERIENCE:

Carrier Midea India Pvt Ltd

Period – 28.01.2019(Surat) till 28.11.2019(Mumbai)

Based Location – Mumbai

Profile – Branch Service Manager

Responsibilities – After sales service operations

Responsible for overall branch service operations

Responsible for KPI management of ASP

Responsible for CVO(Customer voice escalation) closure within timeline

Responsible for meeting AMC and Revenue Targets

Responsible for Camipro products sales

Responsible for SSD and Trade satisfaction

Responsible for training and development of SSD manpower

Transferred to Mumbai Metro branch(W.E.F 01.08.2019) and was handed over the responsibility for handling MD Escalations and Key accounts as Mumbai contributes to maximum tonnage in numbers apart from assisting ZM for the above responsibilities being taken care at Surat Branch

B2X Service Solutions India Pvt Ltd

Period – 15.10.18 to 18.01.19

Based location – HO Mumbai (Andheri)

Profile – Regional Service Manager (West)

Responsibilities – After Sales Service operations for Maharashtra, MP, Goa and Gujarat

Coordinate the Service Operations in the region by ensuring optimum utilization of resources.

Responsible for service delivery & service operation of Managed Services of west region

Expansion /optimization of quality service network as per the requirement of OEM Brands .

Leading, evaluating, analyzing & monitoring the performance of service centres to ensure efficiency in service operations meeting objectives / KPI of OEM Brands .

Developing & controlling service franchisee network : 26 active centres

Implementation of innovative processes to enhance customer satisfaction across region.

Identify training needs of region and arrange to impart the training to team / Business partners.

Periodic planned trade & service network visit for overall enhancement .

Audit of Service network to improve service delivery & service standardization

Reliance Jio Infocomm Ltd

Period – 29.01.18 to 09.10.18

Based Location – State Head Quarters(Ahmedabad)

HR Profile – Manager(After Sales Service)

Responsibilities – State Service Manager(After Sales Service – Jio Points and Jio Stores)

To ensure service delivery for every walk-in customers for Jio Phone service at all Jio Points and Jio Stores across Gujarat

To ensure no process deviation via check calling through Repair specialists at mapped Jio Centre

To ensure Inventory consumption through CRM and no manual or offline repairs.

To ensure Good stock GRN done within D+7 days and Defective movement is done on a biweekly basis

Achievements – 2nd runner up Pan India in monthly evaluations for the month of August and September’2018

Samsung India Electronics Pvt Ltd(Ahmedabad Branch)

Period – 11.04.16 to 25.01.2018

Based Location - Bhavnagar

HR Profile – Assistant Manager(Service)

Department Profile – Area Service Manager

Area Service Manager for Bhavnagar, Botad, SurendraNagar and Amreli District. Handled 12 service centres. 2 Multi Products and 10 exclusively HHP MSCs

Responsible for Demonstration and After Sales Service of all CE, AC and HA products.

Responsible for After sales service of all basic, feature and premium handsets of Samsung.

To ensure repair TAT for CE, AC, HA and Mobile Handsets.

To ensure timely Disbursement of claims to service partners.

To ensure maintenance of basic Infra and Hygiene factors through monitoring checklist at service centres.

To ensure 100% Trade satisfaction by regularly visiting, capturing their issues and resolving within TAT.

To ensure 100% process adherence through monitoring checklist.

To ensure Customer satisfaction by Happy calling checklist and MOT(Moments Of Truth) on weekly basis.

To share evaluation points with service partners on a fortnight basis to understand the gaps and to work upon them for self betterment.

Emphasising on refreshment training to back-office on a regular basis.

Emphasising on technical training to field force on a regular basis for New Product knowledge and technical upgradations.

Achievements – Recognized as the best performing ASM for Quarter3, Quarter4 – 2016 and Quarter1 – 2017 across State

Bajaj Electricals Ltd(Marine Lines – Mumbai)

Period – 01.09.15 to 29.02.2016

Designation – Area Service Incharge

Service Incharge for Navi Mumbai, Raigarh, South Mumbai and Chembur.

Responsible for Demonstration/After sales services of All Kitchen, Home and Domestic appliances

To ensure quality service and productivity

To ensure Same Day Closure(SDC of 75%),TAT of 90% < 3 days.

To ensure smooth operations at Service Centre level.

To ensure Trade visit and its satisfaction along with policy in the line.

Reliance Industries Limited – Reliance Corporate Park (Navi Mumbai)

Period – 15.10.14 To 20.08.15

HR Profile – Assistant Service Manager – SHQ Operations.

Department Profile – Service Incharge

Service Incharge for Thane and Raigarh District .

Responsible for after sales services of Multi-brands,Multi-products (CDIT – Consumer Durables, HA, AC and IT products).

To ensure quality service, productivity and revenue target achievement.

To ensure FVT,TAT and controlling > 3 days pendency.

To ensure smooth operations at Service Centre level.

To ensure profitability of Service Centre and to make the Service centre a Profit Centre.

Achievements – Successfully handled entire Mumbai Operations from March’15 to July’15 In absence of my superior and subordinates.

Videocon Industries Ltd (Tekcare India Pvt Ltd)

Period – 07.07.2013 – 10.10.14

HR Profile – Executive

Department Profile – Area Service Incharge

Handling Direct Service Center with a team of 3 Supervisors, 18 Technicians,7 Back Office staff, 3 Stores Personnel and an accountant.

Handling 3 Service Franchisees of HA and AC Services.

Responsible for all AC, HA and CE after sales service.

Areas handled New Mumbai and Raigad.

To ensure quality service, productivity and revenue target achievement, and to satisfy the customers and dealers as per company norms through guidance and planning.

To visit all distributors and major dealers and to resolve the defective pending issues as per company’s policy and clear Distributor Go-down defective pending issues through proper PDI and to resolve as per policy.

Achievements – Got responsibility to handle biggest branch(Navi Mumbai and Raigad) on 10.02.14

Godrej-GE Appliances Ltd, Lalbaug, Mumbai,1998-1999

Customer Service Representative.

Handling Customer Calls.

Reporting escalations to the Regional Manager (Service)

Taheri Services Pvt Ltd.(Authorized Service Provider for Godrej and Boyce Mfg Co Ltd)

1999- 2002.

Service Supervisor.

Prepared weekly QFD reports for the service team and developed their strength areas.

Responsible for customer service in the digital equipment division, duties included answering customer queries, problem solving and providing detailed information on new products

Handle / Visit Irate customers

Dolphin Service Pvt Ltd (Authorized Service Provider for Godrej and Boyce Mfg Co Ltd)

2002- June’2013.

Center Manager

Responsible for the supervision of a staff of twenty-Five people within the customer service department.

Responsible for the recruitment and training of field service representatives.

Improving customer service based on client feedback through the development of new policies and procedures

Achievements - Received a Gold Medal and Trophy from Godrej H.O for “Excellence in Team Management and Service” in 2013.

EDUCATION:

Maharashtra Board – SSC (March 1995) with 77.14% Aggregate, Mumbai

Maharashtra Board – HSC (Science, March 1997) with 72% Aggregate, Mumbai

Higher Diploma In Software Engineering – Aptech (Mumbai) in 2002

B.A (Mumbai Hindi University)-2009

MBA(Retail Management) from The Global Open University Of Nagaland) with First Class Percentage – Year 2012.

Basic Projects worked on are as follows:

1) Organizational Structures in Organizations

2) Importance of various types of communications in an Organization

3) Application of Quantitative techniques in decision making

4) Study of Cash flow and Fund flow statements in Accounting

5) Significance of computers in modern industry

6) Total Quality Management(TQM) in production, Sales and After-sales

7) Outsourcing and Retention of employees

8) Economics structure in Organizations



Contact this candidate