PROFILE

Exceptional Revenue and Customer Service Manager and Effective Leader Focused on Customer Relation Management, P&L Revenue Management, Franchise & Stakeholders Management, Infrastructure Management, Streamline Operations and Increase Productivity. Excellent track Record of success achieved in Service Industry.

CONTACT

PHONE:

702*******

LINKED IN

linkedin.com/in/pramod-dubey-35590433

EMAIL:

adl31r@r.postjobfree.com

PRAMOD A. DUBEY

ACCOMPLISHMENTS

17 years of experience in Consumer Durable and Home Appliances Service Industry. Improved customer retention and Revenue Generation, Profit & Loss Management.

Consistently improved service quality and increased sales by developing strong knowledge of company’s product and services and training associated for same.

Highlights

P & L Management Revenue Generation

Team Management Mentoring and Training

Customer Satisfaction NPS

Talent Development Client Relations specialist

Skilled Multi-tasker Project Management

EDUCATION

National Institute of Management - Mumbai

MBA: Customer Relation Management, 2010

Nagpur University - Bachelor of Science (BSC), 2007

Physics, Chemistry, Mathematics

National Institute of Management - Mumbai

Diploma in Electronics Engineering, 2006

WORK EXPERIECE

Direct Regional Service Manager 5th Oct-2020 to 27th Feb 2021

V-Guard Industries Ltd. Mumbai-India

Based out at Mumbai strongly lead the Revenue through Accessories, components, spare parts and AMC sales with Service Performance achievement of entire West Region (Maharashtra, Gujarat, Madhya Pradesh, Chhattisgarh), 7 Branches, with the team size of 10 BSI, 10 Service Exe down the line with network expansion of 60 Service Centers with business product of Consumer Electronics and Home Appliances ( Air Condition, Water Purifier, Kitchen Chimney, Water Heaters, Stabilizers, Air Cooler, Fans, Inductions, Hobs)

Knowledge: -

Strong knowledge of After Market Service Revenue in Consumer Durable Field.

Selling Skills of Extended Warranty Contracts (Annual Maintenance Contract).

Service Operations / One Time Repair Services / Net Promoter Score/ Customer Satisfaction.

Revenue Management / Service Accessories.

Handling of Field Channels i.e., Service Centers / Engineers / network Expansion

Business Product Technical Knowledge.

Spare Parts, Material and SCM Management.

Technical Training of Service Centers / Engineers

Dealer Defective Management / Escalation Management / Sales Coordination & Relation.

Strong Presentation skill under Review of Team Members and Service Centers.

Revenue Target: -

Followed up and achieved Assigned Revenue Targets through ASC channels with components, accessories & AMC sales.

Ensured for the achievement of Per Call Revenue target.

Billed on every Month Spare Parts and Accessories to Spare Parts Dealers.

Used to speak directly to ASC / Service Engineers Level and Imbibed habit of revenue generation

Robust Strategy and Incentive structured planned for ASC / Service Engineers to motivate them for revenue generation

Exclusively taken care of Service Engineer’s Incentives to be received on daily basis.

Identified New Business Avenue and Opportunities to scale up Service Revenue Business.

Revenue Billing / Collection: -

Followed up Outstanding Collections with Service Centers

Ensured timely release of Credit holds and Smooth Billing.

Involved in Healthy Revenue Achievement vs. Collection Follow ups.

Training & Team Handling: -

Imbibed day to day training programs at Service Engineers / ASC level.

Handled the team of around 250 Service Engineers and Motivated them with various. motivation programs / schemes towards Revenue Generation.

Always Developed Reward & Recognition Programs for Field Team.

Internal: -

Closely worked through regular monthly meetings with Sales Team to understand market sales penetrations and targets for service revenue targets expansions and network expansions i.e., identification of new ASC / Spare Part Dealer / Service Engineers.

Planned and Implemented weekly Joint visit with Sales team to Distributors and Trade Dealers along to understand Service Feedbacks / Product Feedbacks / Defective Clearance & Closer of Escalations.

Closely worked with Commercial Team to clear credit limits related issues to release the smooth billings and timely ASC payouts.

Ensured to contact Product Manager on every week to get Filed related schemes for bulk billings to ASC / SPD.

Strongly Involved with Service Marketing / Training Team for continuous Training Programs at Field Level.

Monthly Reviewed down the line direct reports and ASC Owners for Planning and Implementations of Revenue targets / Field team expansions / Sales and Service Penetrations.

Coordinated to SCM team and Transporters for timely placement of billed materials and spare parts at ASC / SPD level.

NPS / Customer Satisfaction / Service Operations: -

Developed solid service infrastructure at ASC level for smooth operations of defined service plans.

Closely analyzed and monitored daily Open calls, Part Pending Calls, Repeat Calls and Cancellations Calls and made ASC to understand the importance of Installation completions with SLA time and adherence of First time Repair policy.

Achieved and Improved defined target of Net Promoter Score Month on Month.

Ensured availability of Spare Parts stocks at ASC level as per the MSL.

Audited ASC Month on Month in terms of OW calls / Cancellation calls and Physical Vs System availability of Spare Parts.

Senior Service Manager (South) 15th Jan-2015 to 3rd Oct 2020

Whirlpool of India Ltd. Hyderabad-India

Based out at Hyderabad strongly lead the Accessories, Components, Spare Parts Revenue Generation and AMC target achievement, billing to Spare Part Dealers, along with NPS achievement for customer satisfaction of Telangana & A.P. States – 2 Branches, with the team size of 7 ASMs, 3 CCO down the line with network expansion of 40 Service Centers with business product of Consumer Electronics and Home Appliances, Standing/Built-In. (Air Condition, Cold Storage Refrigeration, Domestic Refrigerator, Washing Machine, Microwave Oven, Standing Dish Washer, Water Purifier, Built in Kitchen Hood, Built in Dish Washer)

Knowledge: -

Strong knowledge of After Market Service Revenue in Consumer Durable Field.

Selling Skills of Extended Warranty Contracts (Annual Maintenance Contract).

Service Operations / One Time Repair Services / Net Promoter Score/ Customer Satisfaction.

Revenue Management / Service Accessories.

Handling of Field Channels i.e., Service Centers / Engineers / network Expansion

Business Product Technical Knowledge.

Spare Parts, Material and SCM Management.

Technical Training of Service Centers / Engineers

Dealer Defective Management / Escalation Management / Sales Coordination & Relation.

Strong Presentation skill under Review of Team Members and Service Centers.

Revenue Target: -

Followed up and achieved Assigned Revenue Targets through ASC channels with components, accessories & AMC sales.

Ensured for the achievement of Per Call Revenue target.

Billed on every Month Spare Parts and Accessories to Spare Parts Dealers.

Used to speak directly to ASC / Service Engineers Level and Imbibed habit of revenue generation

Robust Strategy and Incentive structured planned for ASC / Service Engineers to motivate them for revenue generation

Exclusively taken care of Service Engineer’s Incentives to be received on daily basis.

Identified New Business Avenue and Opportunities to scale up Service Revenue Business.

Revenue Billing / Collection: -

Followed up Outstanding Collections with Service Centers

Ensured timely release of Credit holds and Smooth Billing.

Involved in Healthy Revenue Achievement vs. Collection Follow ups.

Training & Team Handling: -

Imbibed day to day training programs at Service Engineers / ASC level.

Handled the team of around 250 Service Engineers and Motivated them with various. motivation programs / schemes towards Revenue Generation.

Always Developed Reward & Recognition Programs for Field Team.

Internal: -

Closely worked through regular monthly meetings with Sales Team to understand market sales penetrations and targets for service revenue targets expansions and network expansions i.e., identification of new ASC / Spare Part Dealer / Service Engineers.

Planned and Implemented weekly Joint visit with Sales team to Distributors and Trade Dealers along to understand Service Feedbacks / Product Feedbacks / Defective Clearance & Closer of Escalations.

Closely worked with Commercial Team to clear credit limits related issues to release the smooth billings and timely ASC payouts.

Ensured to contact Product Manager on every week to get Filed related schemes for bulk billings to ASC / SPD.

Strongly Involved with Service Marketing / Training Team for continuous Training Programs at Field Level.

Monthly Reviewed down the line direct reports and ASC Owners for Planning and Implementations of Revenue targets / Field team expansions / Sales and Service Penetrations.

Coordinated to SCM team and Transporters for timely placement of billed materials and spare parts at ASC / SPD level.

NPS / Customer Satisfaction / Service Operations: -

Developed solid service infrastructure at ASC level for smooth operations of defined service plans.

Closely analyzed and monitored daily Open calls, Part Pending Calls, Repeat Calls and Cancellations Calls and made ASC to understand the importance of Installation completions with SLA time and adherence of First time Repair policy.

Achieved and Improved defined target of Net Promoter Score Month on Month.

Ensured availability of Spare Parts stocks at ASC level as per the MSL.

Audited ASC Month on Month in terms of OW calls / Cancellation calls and Physical Vs System availability of Spare Parts.

Branch Service Manager 17th Aug-2010 to 30th Dec 2014 Haier Appliances India Pvt. Ltd. Mumbai-India

Successfully managed the team size of 4 ASM, 1 Warehouse Incharge and 1 Branch Accountant across 2 Branches with network expansion of 40 Service Franchise and 2 DSC with team size of 200 Service Engineers with business product of Consumer Electronic and Home Appliances. (T.V., Deep Freezer, Refrigerator, Air Condition, Washing Machine, Solar Water Heater, Microwave Oven, Cold Storage Refrigeration)

Knowledge: -

Strong knowledge of After Market Service Revenue in Consumer Durable Field.

Selling Skills of Extended Warranty Contracts (Annual Maintenance Contract).

Service Operations / One Time Repair Services / Net Promoter Score/ Customer Satisfaction.

Revenue Management / Service Accessories.

Handling of Field Channels i.e., Service Centers / Engineers / network Expansion

Business Product Technical Knowledge.

Spare Parts, Material and SCM Management.

Technical Training of Service Centers / Engineers

Dealer Defective Management / Escalation Management / Sales Coordination & Relation.

Strong Presentation skill under Review of Team Members and Service Centers.

Revenue Target: -

Followed up and achieved Assigned Revenue Targets through ASC channels with components, accessories & AMC sales.

Ensured for the achievement of Per Call Revenue target.

Billed on every Month Spare Parts and Accessories to Spare Parts Dealers.

Used to speak directly to ASC / Service Engineers Level and Imbibed habit of revenue generation

Robust Strategy and Incentive structured planned for ASC / Service Engineers to motivate them for revenue generation

Exclusively taken care of Service Engineer’s Incentives to be received on daily basis.

Identified New Business Avenue and Opportunities to scale up Service Revenue Business.

Revenue Billing / Collection: -

Followed up Outstanding Collections with Service Centers

Ensured timely release of Credit holds and Smooth Billing.

Involved in Healthy Revenue Achievement vs. Collection Follow ups.

Training & Team Handling: -

Imbibed day to day training programs at Service Engineers / ASC level.

Handled the team of around 250 Service Engineers and Motivated them with various. motivation programs / schemes towards Revenue Generation.

Always Developed Reward & Recognition Programs for Field Team.

Internal: -

Closely worked through regular monthly meetings with Sales Team to understand market sales penetrations and targets for service revenue targets expansions and network expansions i.e., identification of new ASC / Spare Part Dealer / Service Engineers.

Planned and Implemented weekly Joint visit with Sales team to Distributors and Trade Dealers along to understand Service Feedbacks / Product Feedbacks / Defective Clearance & Closer of Escalations.

Closely worked with Commercial Team to clear credit limits related issues to release the smooth billings and timely ASC payouts.

Ensured to contact Product Manager on every week to get Filed related schemes for bulk billings to ASC / SPD.

Strongly Involved with Service Marketing / Training Team for continuous Training Programs at Field Level.

Monthly Reviewed down the line direct reports and ASC Owners for Planning and Implementations of Revenue targets / Field team expansions / Sales and Service Penetrations.

Coordinated to SCM team and Transporters for timely placement of billed materials and spare parts at ASC / SPD level.

NPS / Customer Satisfaction / Service Operations: -

Developed solid service infrastructure at ASC level for smooth operations of defined service plans.

Closely analyzed and monitored daily Open calls, Part Pending Calls, Repeat Calls and Cancellations Calls and made ASC to understand the importance of Installation completions with SLA time and adherence of First time Repair policy.

Achieved and Improved defined target of Net Promoter Score Month on Month.

Ensured availability of Spare Parts stocks at ASC level as per the MSL.

Audited ASC Month on Month in terms of OW calls / Cancellation calls and Physical Vs System availability of Spare Parts.

Area Service Manager (Technical) 15th Jun 2006 to10th July 2010 SAMSUNG INDIA ELE PVT LTD Nagpur-India

Managed 15 service franchise of (NHHP- Consumer Electronics, Home Appliances & HHP- Samsung Mobile across Nagpur Vidarbha.

Major KPIs were Revenue Generations through Spare parts, accessories, AMC and Royalty of OW calls.

Successfully Lead with the 10% targeted Revenue generation from entire region target along with 85% service SLA achievement and customer satisfaction.

Strongly Monitored on Service Escalations, Audits, Spare Parts Management and Trade Management with Service and Sales Team coordination.

Trained all SF team about reduction in uses of high costed parts under warranty calls for cost savings.

Service Executive (Technical) 1st Sept 2003 to 21st Apr 2006

L.G. Electronics (I) Pvt Ltd Nagpur-India

Involved in Service Operation for LG consumer durable, home appliances and mobile devices, Managed six service centers and four service distributors.

Major KPIs to drive are Revenue Generation, AMC and Service Performance.

Revenue Generation through accessories and Spare parts of the products, Annual Maintenance Contract and out warranty calls.

Engaged with Service Franchises and Service Technicians for targeted revenue generation, service performance, cost cutting, problem solving, escalation handing and training, dealer defective clearance, stock management and audits.

Successfully Lead with the 25% targeted Branch revenue generation from entire region target with Appropriate planning of incentives and motivational strategy

Applied special strategy to generate the revenue through retailers and spare part dealers over and above the Branch target.

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