MANOJ RAZDAN

E-Mail: adhxph@r.postjobfree.com;adhxph@r.postjobfree.com

Mobile: +91-987*******; +91-995*******

Seeking Middle Level Assignments in Project Management/Client Servicing with an organization of high repute

EXECUTIVE SUMMARY

A dynamic professional with over 26 years of experience and proven track record in Project Management, Sales & Service Operations, Customer Servicing and Team Management.

Working for M/S Samsung India Electronics Pvt Ltd (On QDIGI Services Ltd Rolls) as HHP Engineer.

An effective communicator with excellent relationship building & interpersonal skills. Strong analytical, problem solving & organizational abilities.

Possess a result oriented, flexible & open attitude. A self planner & self motivator.

PROFESSIONAL EXPERIENCE

Samsung India Electronics Pvt Ltd(On QDIGI Services Ltd Rolls) Nov’11- Till Date

HHP Engineer

Role:

Working as Demo Incharge for Delhi Region from Nov” 2011 – Oct” 2012.

Responsible for Demo & Installation of Non HHP Products at the Customers Premises.

Handling a team of three Team Leaders, two Shipping Agents,four Call Center Executives & thirty two Demo/Installation Engineers

Visiting the Dealers to resolve their queries regarding Demo/Installation.

Closing the calls within the TAT .

Working as Engineer in HHP Division(Mobile/Tablets) from Oct” 2012 till date.

Handling the Front End Operations of the Mobile Service Centre.

Managing a team of Four Customer care Officers, Ten Front End Engineers and Billing cum Delivery Executive.

Controlling the wait time of the walk in customers within the set target.

Planning and implementing the reliever schedule of the Customer Care Officers and Engineers to provide the uninterrupted services to Customer.

Follow up with the Workshop regarding Repair Status and updating the same to the Customers

Handling the VOC/Inbound customer calls of the Mobile Service Center

Calling the customer and updating about the Repair Status, Part Pending Status and approximate Estimate.

Good knowledge of GSPN(Global Service Partner Network)

Referring the ESG(Excellent Service Guide) released by the Technical support Team from time to time to provide first time and efficient solution to customer.

To Maintain the KPI(Key Performance Indicators) within the set target.

Globus Infocomm Ltd, Noida Jun’08- May’11

Service Manager

Role:

Providing excellent customer service in line with company’s service standard.

Managing company’s service operations of Southern and Western region comprising of states Maharashtra, Goa, Karnataka, Andhra Pradesh, Kerala and Tamilnadu.

Lead and motivate a team of two Area Service Managers and twelve Customer Support Engineers having base locations at Bangalore, Chennai, Hyderabad, Mumbai and Pune.

Achieve service revenue in line with projected business targets with a clear focus on market business, customer satisfaction, and team management and employee retention.

Responsible for customer support activities for entire range of company’s products and services like presentation products, Interactive products, Conference rooms and Video walls, execution of service policy and generation of MIS reports.

Dealing with products of leading companies like Mitshubishi, Panasonic, Creator, Crestron, Elmo, Crown,Shure, Bayerdynamic, Polycom to mention a few.

BARCO Electronic Systems Pvt. Ltd. Nov’00- May’08

Sr. Engineer – Customer Support & Projects

Region: Maharashtra & Goa – At Mumbai R.O (Nov’00- July’05)

Complete ownership for Demo, Installation and Commissioning, Training to Customer and after Sales Service for all of the company products which includes Projectors, Vedio/Data Walls, LED Walls and associated interfacing Equipments in the Home Theatre, Corporate AV, Control Rooms and Boardroom segment.

Generation of Service and AMC Revenue.

Escalation of service related issues to H.O.

Coordinate with service HO for implementation of service programs.

Provide technical support and advice to customers in accordance with established procedures and standards.

Prepare MIS Reports on weekly and monthly basis and report to Manager-Customer Support.

Region: APAC- At Noida H.O (August’05- May’08)

Displaying solutions for Network Operation Centers (NOC), Board Room, Virtual Reality and Control Rooms

Conducting the Detailed Engineering, System Engineering, Display Sizing and preparing the installation and available resource data sheets, specifications, layouts, electronic drawings and setup drawings.

Getting installation completed with in time given frame to optimize and increase the efficiency of resources.

Maintaining, modifying & developing logic programs & gain experience on data transfer from normal display to large display through software configuration and controllers.

Customizing software and creating the layouts for display on the large screen according to the customer.

SOME OF THE PROJECTS DONE AT BARCO

Indian Air force Operation Centers.

Reliance Infocomm Ltd(NNOC) DAKC Vashi, Mumbai

BHART1 telecom (AIRTEL) Network Operation Center.

BSES Yamuna power Ltd. SCADA Control Center.

PGCIL SCADA Control Centers.

NTPC Power Generation Control Center.

TATA SKY Broad Cast Control Center.

North Delhi power Ltd. (NDPL) SCADA Control Center.

INFOSYS Board Room, Pune

Reliance Energy, Mumbai.

Entel Pvt. Ltd, Delhi. Mar’96–Oct’00

Engineer – Customer Support

Role:

Monitoring the operations of Service Franchises and providing them Technical Support and Training to Service Franchises.

Coordinating between Service Franchises, Distributors, Dealers & Sales for service related activities.

Auditing calls at Shivaki Dealers and Customer's premises on a periodic basis.

Corresponding with Head Office regarding service related activities and also attending dealer’s & customer’s complaints in case of urgency.

Spectra Electronics Pvt. Ltd, H.P. Mar’94-Feb’96

Engineer In-charge

Role:

Looking after the Production Department.

ACADEMIC TRAINING

Company: Prakash Industries Limited (Picture Tube Division), Kashipur.

Role: Graduate Engineer Trainee

Duration: Feb’93-Feb’94

PROFESSIONAL QUALIFICATION

1993 B.E. (Electronics) from Siddaganga Institute of Technology, Tumkur, Karnataka

IT SKILLS

Packages : MS Office

Operating System : Windows

Other Skills : Project Management from Astrowix Corporation.

PERSONAL DETAILS

Date of Birth: 11th January, 1968

Address: D-50/24 Aashray Apartments, Dilshad Colony, Delhi -110095

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