Service Customer Care
Resume:
+91-972******* adh0dk@r.postjobfree.com
VIKASH DASGUPTA +91-991*******
+ Meticulous and highly accomplished professional with more than 12 years of experience in IT, Telecom & Telemedia industry;
+ Result-oriented decisive leader to maintain high quality standards to meet the challenges of this fast paced, high turn-over industry;
+ Adroit at working effectively with a wide range of people in highly demanding situations; Persuasive communicator with well-developed business analytical skills;
+ Proven track record of optimal utilisation of resources leading to overall profitability with tendency to thrive in fluid environments while remaining pragmatic and focused
+ Highly ethical, trustworthy and discreet and adept at working in high pressure environments with strict deadlines and multiple deliverables to implement best practices that consistently deliver outstanding results
+ Ability to build new territories and expand opportunities towards the achievement of stated targets, to lead, motivate and provide effective guidance to a team of professional and support staff
+ Handled Multiple Service Projects In the territory . EMPLOYMENT
OCT 2014 - PRESENT ASP SERVICE MANAGER – Qdigi services limited ( FORMERLY HCL SERVICES LTD)
+ Managing different OEMs of smartphones And Comsumer Appliamce for services
(Lenovo/ Coolpad/ Xiaomi/ LeEco/ Acer/Blackberry/Oneplus) CE -(Amazon /Harman/ Philips TV / Videotex Tv installation)
+ Responsible for Demonstrations and after sales service all CE and HA Products.
+ To ensure Repair TAT for All Products as per KPI .
+ To ensure timely Disbursement of claims to service partners,
+ To ensure maintenance of basic Infra and Hygiene factors through monitoring checklist at service centers
+ 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 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.
+ Emphasizing on refreshment training to back-office on a regular basis.
+ Emphasizing on technical training to field force on a regular basis for New Product knowledge and techn ical up gradations.
+ To ensure MSL Avaialblity in with All MSC's.
+ Providing high quality, up-to-date documentation for all service arrangements.
+ Motivating and guiding a team.
+ Seeking out, establishing and managing client relationships and customer issues
+ Investigating escalated technical issues.
+91-972******* adh0dk@r.postjobfree.com
+ Accurately recording service times, job costing and invoicing in the Service Department.
+ Escalating operational issues to senior management.
+ Proactively developing and retaining key customer accounts.
+ Maintaining DSO with AR collections on time.
+ Carrying out quarterly billing checks and inventory audits.
+ Collecting and analysing data, then using it to plan and manage both projects and systems.
+ Relevant understanding of the competition product offerings and build strategies to service scenario.
+ Market survey on the potential of the products and assessing competition market share.
DEC 2010 – OCT 2014 SENIOR SERVICE EXECUTIVE– HCL INFO SYSTEM
+ Managing different Products for services (i.e- HCL Laptop /desktop /Hitachi/Dell printers /Small Projects etc.)
+ Sales of IT accessories to customer Through Service Center ( Mouse /TFT/KBD )
+ Following KPI as per SLA
+ Coordination between Service center, customers and communicating with clients through presentations and briefings
+ Handling Customer queries/complaints effectively through customer care cell.
+ Generation of service reports, customer complaints response rate. DEC 2006 – DEC 2010 SENIOR SERVICE EXECUTIVE – DISH TV INDIA LTD
+ Promoted to Senior Service Executive from Service Executive in April 2008
+ Mobile Dth repair and lead generation with investigation of technical issues
+ Handling the set top box repair from company TRC
+ Making sure that all account and contract details are up to date.
+ Mapping and Managing Key Accounts.
+ Distribution Management -Utilising Channel partner network and managing their man power resources to create more leads and managing workflow JAN 2006 – DEC 2006 SYSTEM ADMINISTRATOR – INDIAN INSTITUTE OF PLANNING AND MANAGEMENT
+ Maintenance and support of system and server network (NT)
+ Carrying out servers (Windows 2003) and mail server (POP3)
+ Troubleshooting, Assembling and installation of systems EDUCATION
2005 MASTERS IN COMPUTER APPLICATIONS– SRI SAI RAM ENGINEERING COLLEGE 2001 BACHELORS IN COMMERCE – ST. XAVIER’S COLLEGE
2000 DIPLOMA IN NETWORKING TECHNOLOGY (G-NETPRO) – IIHT 1999 DIPLOMA IN HARDWARE TECHNOLOGY – VIRAJ INFOTECH
+91-972******* adh0dk@r.postjobfree.com
AWARDS
2008 DISH EXCELLENCE AWARD for Best Service in Dish TV for the month of June and July 2015 ASPIRE AWARD OF APPRECIATION for Best Service In HCL CARE for the Q I 2 2016 GOLDEN APPLAUSE CERTIFICATE for Best Service In HCL care for the Q III 2016 GOLDEN APPLAUSE CERTIFICATE for Best Service In HCL care for the Q IV 2017 SILVER APPLAUSE CERTIFICATE for Best Service In HCL care for the Q I TECHNICAL
PROFICIENCY
LANGUAGES C, C++, JAVA, HTML
IDE VISUAL BASIC, VISUAL C++
DBMS/RDBMS ORACLE, SQL
OS DOS, WINDOWS9X/NT/XP/2000, LINUX, SCO
NETWORK NETWARE, WINDOWS NT/2000/XP, SCO UNIX, EXCHANGE SERVER PROJECT
CLIENT SOFTECH GLOBAL SOLUTION
TOPIC VIRTUAL PRIVATE NETWORK (VPN)
FRONT END JAVA
BACK END SQL DATABASE
PLATFORM WINDOWS 2000
DESCRIPTION Virtual private network (VPN) refers to a network that is connected to the Internet, but uses encryption to scramble all the data sent through the Internet making the entire network “virtually” private. VPN is a network, which uses the public network to transfer information using secured methods. It provides client server application ensuring secured communication over the public network. Virtual private network provide secured communication by communication by conforming to industry standards, PPTP
(Point-to-Point Tunneling Protocol), L2TP (Layer Two Tunneling Protocol), IP sec, SOCKETS. The two main algorithms used for Virtual private network are:Public and Secret key algorithm
PERSONAL DETAILS
DATE OF BIRTH 29TH JANUARY, 1980
LANGUAGES KNOWN ENGLISH, HINDI, BENGALI AND TAMIL
PRESENT ADDRESS C-204,Anand Crystal, IOC tragad ROAD CHANDKHEDA,AHMEDABAD .
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