Vishal Verma - page *

CAREER SUMMARY

• ** years of successful career path in Customer Service, Contact Center & SCM in Consumer Electronics, telecom & Manufacturing.

• Instrumental in designing business process, system automation, warranty analytics, NPI/NPD, and customer escalations.

• Primary and secondary research on product usage and consumer experience (UX) to improve NPS score and increase CSAT %.

• Customer support integration lead for field service, manufacturing, & product development in North America, Asia, and Europe.

• Implementation of new technology & service solution at customer end along with cross-functional experts in different regions.

• Operational Excellence Lead as a single point of contact for “Voice of Customer” in the 24X7 environment (B2B & B2C both) SYSTEMS AND TOOLS WORKED ON:

SAP, Minitab, Google Sheets, Service Bench, Clarabridge, Tableau, Web-based CRM. Certification: Six Sigma – Green Belt certified by KPMG and worked on Lean Management concepts. Specializations:

• Stakeholder management, Data analytics, Requirement gathering, Program management and Customer Advocacy.

• Design Scorecard metrics, KPI management, Network Performance. COMMENDATIONS

• Frontera (2020): Designed and created a new service channel, increased footprints resulted in sales grow by 22 %.

: A New product introduced – AI (artificial intelligence) & Cloud-based; 4 Prototypes are ready. Test in progress

• Mars Era (2019): Biz Intelligence & Automation Programs for Service Contact Center, generating 1.5 Million USD by cost savings.

• Whirlpool Pinnacle (2016): Most prestigious award is given to only one employee across the region who has demonstrated exemplary performance throughout the year & has made a significant contribution/impact.

• Samsung Team of the year (2013): Standardization of service tools and equipment for field engineers. Reduced escalations from 12% to 7% and productivity gain from 18% to 32%. Cost savings by 2 Million USD in 14 months.

• Territory Engineer of the year – Reliance Com (2007): Best engineer award in 3 telecom circle among new joiners’ post-college. Work Experience (Consulting & Entrepreneurial spirit) Start-up & Management Consultant – Customer Service (Sep-2017 -Present)

Frontera - Investor + Customer Success (Oct 2018 – Present)

Indigenously designed a concept of UX customer escalation app "3Rd-Eye”

Consulting - Mars Era, Serv Simplified, and Baby diaper deals (Sep 2017 – Jan 2020)

• New Product Introduction – User experience – Primary & Secondary research

• Designed after-sales service process and brought system integration and automation.

• Designed and developed an extended warranty support mechanism.

• Introduced VOC and speech analytics concepts at contact center operations.

• Implementation of Service Bench Process in resulting in data sanity &reduce customer escalation

• Business process re-engineering by introducing SSV (Save Service Visit) along with technology solution

• Developed a web-based analytical tool for spare parts management replenishment

• Customer product returns, root cause analysis of failures and chargeback to suppliers. Manager Customer Service – Service Quality & Field Strategy (Feb 2014 -Jul 2017) – Whirlpool India

• Service leader for the WPD (Whirlpool Product Development, Global Process) -consumer solution process from innovation, portfolio, planning, and advanced development to WDT to make sure successful product launch.

• Introduced the ‘Branded Svc' strategy & created a governing mechanism for the top 200 Service partners.

• Responsible for quality service delivery for 1 Million warranty calls yearly and managing Service KPI’s. (B2B & B2C both) Vishal Verma

Business Program Manager

(Product - Service Strategy & Process Innovation)

Vishal Verma - page 2

• Frequent visit to Third-party service center and customer sites. (Travel more than 50% of work time)

• Service lead of the New Product Introduction from inception to End of Product life (All Product Categories across India)

• System and process automation: Systems were automated to manage defective handling; ‘Knowledge Management Tool’ and ‘E- catalogue’ were created to serve as a repository of information for all technical and business processes

• Played a critical role in design and integration of product exchange process from consumer and trade partners.

• Model to part code validation deployed for all product categories of Whirlpool – ( MBOM to SBOM in SAP Automation)

• System integration and automation of MPPR and WHSI process. (SAP & Magicare – Service CRM) with GIS.

• Responsible for P&L financials for Service Quality Org and service readiness budget controls for new launches.

• Failure 2 solutions for new product introduction and weekly service reviews with manufacturing and agree on 8D actions. Assistant Manager - Customer Satisfaction (Apr 2011 – Feb 2014) – Samsung Electronics

• Introduced service marketing in 2012 in India to distribute customer call volume at contact center and service center equally.

• Introduced “Service on Wheels” for remote areas and more business opportunities for service partners.

• 30 % travel time in contact center visit and service partners to understand channel pain area and customer insights.

• First one to introduced “Extended Warranty” mechanism post competitive benchmarking.

• Monthly -Global Return Management System, Lead time analysis based on operational Key Performance Index

• Failure analysis of product returns – Finished goods

• Cross-functional projects executed to achieve service KPI's on time and on cost.

• Conducted diagnostics study to identified potential areas for improvement in the service process.

• Competitive analysis of service performance and process efficiency.

• Shouldering the responsibility of developing a piece of standardized information capturing process, workflow for service, and return channels team to improve the overall effectiveness. Assistant Manager Marketing (Mar 2010 – May 2011) Eicher Engines

• Played a major role in completing activities of brand positioning for agro biz and retail sales.

• Designed developed and integrated MIS for sales forecasting with accuracy an of 88 % (system generated) from 82% (Manal).

• Competitive analysis and submitted report to V.P.-Sales and Marketing.

• Accountable for business analytics for product improvement & support sales.

• Analytics for the Customer service team to achieve KPIs in line with business goals. Product Sales Specialist – (May 2009 – Feb 2010) Redington

• Responsible for software sales in a defined territory established a strong relationship with customers and channel partners.

• Assisted in understanding customer’s biz requirement and IT infrastructure for tailor-made transformation of the product.

• Managed promotional activities and was responsible for the positioning of brand & new product launch to increase market share.

• Interacted with vendor team and channel partners to guarantee the end-to-end implementation of the product.

• Shouldered responsibility for managing activities related to technical as well as commercial presentations and product training. Switch Engineer – (Apr 2005 – May 2007 *1-year intern) Reliance Communications

• Operation & Maintenance’ and Acceptance Testing of 2 Lucent 5ESS Switch.

• Analyzing, resolving routing, and connectivity Issues of Lucent Switch.

• Responsible for dimensioning analysis based on customer requirements

• Performance, configuration & alarm management of the CDMA network through OMCR. Vishal Verma - page 3

Year

Client/

Company

Industry Project/Program Solution/Methodology Impact/Success Stories 2018-20

Investor +

Strategy Head

Frontera Electronics

Svc Network Expansion New Market Identification Sales increased by 22% New Product Introduction Cloud and AI Based 4 Prototypes are ready. Test in progress 2017-20

Mgmt.

Consultant

Mars Era Construction

Supply Chain - Spare Parts Analytics and Automation 700K USD generated in a single financial year VOC Reduction

(Voice of customer)

Centralized VOC process + Speech

Analytics

VOC (Voice of Customer) reduced from 30% to

6% in D+1 (D-date of registration)

AMC Program Onsite Fleet Team 20 % increase in revenue generation BabyDiaper

Deals

Online

/Instore

Digital Marketing

Google Analytics/ Primary &

Secondary

70 % increase in daily hits

Revenue increased by 3 Times

Serv

Simplified

Consumer

Product

Mobile App

Product design

New Process design &

implemented

More than 2000 engineers joined across different

geographies in India

Digital Marketing

Google Analytics, Category

Analysis, and secondary research

AMC (Annual Maintenance Contract).

Price created; revenue increased by 30 %

2014-17

Full-Time

Employee

Whirlpool

(Manager)

Consumer

Electronics

TCQ & GSIR QFD and 8D Methodology GSIR Reduced from 8% to less than 1% Service KPI Dashboard Web based Analytics – Real time Implemented across 700 + Service partners MPPR and WHSI Manufacturing Quality Check Saving 181K USD in first year 2011-14

Full-Time

Employee

Samsung

(Asst. Mgr.)

Extended Warranty

Competitive Analysis &

Benchmarking

Monthly AMC revenue increased by 10%

GRMS (Global Returns

Mgmt. System)

System Integration

TAT (Turn Around Time).

Reduced from 30 Days to 18 Days

NetWk Standardization BPM, vendor, site visits Productivity gain from 18% to 32% in Day+1 2010-11

Full-Time

Eicher Engines

(Asst. Mgr.)

Industrial

Product

LLP VOC Six Sigma CPT reduced from 191 to 120 in 3 MOL Marketing Analytics Engines Sales forecasting Model Forecasting model accuracy was 89% resulted

sales increase by 3 % revenue gains by 8 %

2009-10 (FT)

Redington

(Product Sales)

IT

Distribution

Brand Awareness

New Market Penetration

Primary and Secondary Research.

New partner on boarding.

Target achieved 100%

2005-07

FT- 1 Year

Intern -1 Year

Reliance

Comm.

(Switch ER.)

Telecom

Netwk Optimization Modcell Upgrade

Distributed Network load equally among 400 cell

sites

Spare parts Demand forecasting 90% fulfillment of spare parts on monthly basis

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