Trained professional for Laminator, Binder, Copiers, Faxes, printers

PRITPAL SINGH

E-mail: ********@*****.*** Contact: 209-***-**** Address: 161 S 3rd Street Tracy CA 95376

Highly experienced professional with diversified experience to install, service and repair office automation products: Laminator, Binder, Copiers, Faxes, Duplicators and Multi functional products, Analogue & digital Copiers, Network MFDs, Electronic Copy Boards of Ricoh, Xerox and Toshiba. Offer solid track record of Techno-Commercial expertises. Diverse Sales & Customer Service Experience, along with strong relationship-building skills and the capacity to thrive in high pressure environment.

Organisational Experience:

Office Automation Experience: Total 12.5yrs.

HCL IINFOSYSTEMS LTD. 1 yr. (11-01 to 08-02)

Area Customer Engineer Manager

• Managed Sales, Installation & Service of office automation products in the Region, Covering Five States.

• The key responsibilities Included ensuring profitability of the Region in terms of Operations, Service Revenue, Customer Satisfaction in-addition to Sales Growth through Direct & Indirect Channels. Provide training and Technical Support to Service Team for Copier, faxes, Digital Duplicators and franking machines.

• The Product range included Toshiba Photocopiers & Multi Functional Digital Products, Digital Duplicators of Duplo, EPABX & Key Telephone Systems and Franking Machines & Mailing Systems of Pitney Bowes.

• Recruit and train the engineers on given range of products.

Achievements

• Increased the Service Revenue by ensuring Annual Maintenance Contracts & Sales of Consumables.

• Improved the Reliability of Products by Introducing Proper Preventive Maintenance Planners & Call Quality Systems.

• Introduced Customer Complaint Handling Process, which resulted in to faster resolution of customer complaints and improved customer satisfaction.

RICOH INDIA LTD. 7.5 yrs. (06-94 to 11-01)

Area Service Manager

• Managed Service Operations in the entire state through Direct and Indirect Channels. Responsible for ensuring Customer Satisfaction, Product Reliability & Profitability of Service Operations.

• Managed a team of five engineers and eight dealers serving the entire state.

Earlier responsibilities included:

Project Leader Rs 3.5 crore, Contract between Ricoh & CBI for generating 7 crore copies.

 Managed all the activities related to this Unique Project, starting from equipment planning, manpower planning & recruitment, training, inventory and running of shifts.

 Accomplished the project with a net profitability of 33%. CPC was lowest nationally.

Dealer Support Engineer

 Managed & Supported the Authorized Business Associates for Indirect Sales & Service Operations in Five Districts of Punjab.

 Recruit and train the Service Technicians on copiers and faxes.

Commercial Engineer

 Responsible for Sales & Service of Ricoh Photocopiers, MFDs, ECBs & Fax machines in Four Districts. Expanded sales to include mass-market accounts. Managed a base of 300 machines for after sale service.

 Service Contract penetration 94% for copiers and 80% for Faxes.

Achievements

• Reduced the Cost of Repair (cpc) by 20.9 % from 14.8 to 11.7 paise per copy (YTD).

• Increased Service Contract Penetration from 79% to 86 % and Service Revenue by 21%.

• Improved the Service Profits & Service Parameters to Nationally No.1 within nine months.

• Ensured Implementation of Customer Complaint Handling Process & ISO 9000 Procedures.

• Lead a team of 55 members working 24/7 at 3 locations to accomplish a Rs.300million project with 33% net profitability as Project leader.

• Streamlined Indirect Service Operations and trained Service Technicians on various Products as Dealer Support Engineer.

• Qualified for Century Club twice in 1994-95 & 1995-96 for a trip to Malaysia and Thailand by over achieving Sales Target as Commercial Engineer.

MODI XEROX LTD. 3.5yrs. (11-90 to 06-94).

Sr. Customer Engineer

• Lead a team of 4 people to manage 230 machines in five districts.

• Managed Service operations, which included Installation & Maintenance of Photocopiers, Fax machines, Engineering plan Printers and Computer Printers (Laser & Bubble Jet).

• Providing technical support to the team.

Achievements

• Increased Annual & Comprehensive Maintenance contract penetration from 69% to 91%.

• Won various contests at Branch & National level involving Customer Satisfaction & Quality of Service.

GBC Hi-TECH (Ind.) LTD. 0.5yrs. (06-90 to 10-90).

Customer Engineer

• Responsible for installation & repair of Document Lamination & Book Binding machines.

• Picked Sales and Annual Maintenance Contract Orders from Various Major Accounts.

Telecommunication Experience: Total 7yrs.

BHARTI AIRTEL LTD. (INDIA) 3.5yrs (02-06– to 06-09). Last job before shifting to USA.

DGM- Head Zonal Operations Customer Service Delivery- HPHP Circle

• HPHP an integration of three Circles and is one of the biggest circles of Bharti Airtel Limited with a total customer base of 7.88 million. (Prepaid 7.4million and postpaid .445million). HPHP is divided into 12 Zones.

• The Key Responsibilities included ensuring all CSD KPIs driven thru zones: Activation & Service Provisioning. Documentation Compliance, Customer Life Cycle Management (CLCM), Call Centre Operations (Inbound / Out Bound),Relations & Retention (Voluntary / involuntary),Collections & Bad Debt Recovery, Customer Complaint Resolutions, Postpaid & Prepaid Sales from Airtel Showrooms, Trainings & Customer Satisfaction (CSMM) and Employee Satisfaction.

Achievements

• Got “Award for Excellence for Outstanding Performance in Customer Service Delivery operation” Best Zonal team for July 2007.

• Got “Award for Best Customer Service Delivery Head” For the month of Nov 2007, Dec 2007 & Jan 2008 for the complete turnaround of Ludhiana Zone.

• Green Belt Six Sigma in Churn Reduction.

• Awarded with “CAN DO” award from Executive Director for significant contribution to improve overall service operations.

HUTCHISON ESSAR LTD. 2yrs (09-04 to 02-06).

Manager –Customer Services (Head -CS).

• Responsible for the Customer Service Operations for the entire Circle as Head–Customer Services and reported to the Circle Head (VP- Ops). Customer base -0.3million.

• Prime responsibilities included: Activation and Service provisioning, Call Centre Operations (Inbound / Out Bound), Relations & Retention (Voluntary / Involuntary), Customer Complaint Resolutions, Training & Quality, Hutch Shops (Touch points), Processes and Audits, Ensuring compliance to TRAI guidelines.

Achievements

• Reduced call abandon by 15% in seven months from 18% in June to 3% in Jan.

• Improved the Complaint resolution Turn Around Time (TAT) to 98% from 60%.

• Introduced Standard Operating Procedures (SOPs) for all the activities of Customer Service.

• Got the Value Added Services (VAS) automated and also reduced the formalities thus ensuring faster resolution of Customer requests. Rolled out 7 Hutch Shops / Stores.

HFCL INFOTEL LTD. 2yrs. (09-02 to 09-04).

Manager – Retention

• Started & implemented Retention Management in all the Zones to control churn for wire line products, with a team of 28 people, spread in five zones.

• Decreased churn from 3% to 0.94 in Six months.

• Increased Retention percentage from 18% to 38%.

Academic Credentials

1. MBA Degree in Marketing. “A” Grade from Sikkim Manipal University, India

2. Six month Course in Oracle Developer and Basic Computer Course (MS Word, Excel, Power Point & Access) from CMC Computers

3. Diploma in Electrical Engineering with Distinction from G. B. Pant Polytechnic, New Delhi.

Skills

• Well versed in MS Office, Internet Applications, eCRM & Telecom Softwares.

• Proficient in English, Hindi and Punjabi Language.

Professional Trainings

• Product Trainings on Photocopiers, Fax, Engineering Plan Printer, Laser & Bubble Jet Printers in Ricoh India, Modi Xerox & Toshiba.

• Customer Relation (CR) Skills Training in Modi Xerox.

• Leadership through Quality (LTQ) Training in Modi Xerox.

• Sales Training in Ricoh India Ltd.

• Sales Training for Digital Multi Functional Products “estudio” of Toshiba.

• Customer Relationship Management by CRM Foundation.

• Seminar on GOAL (Getting Over All Limitations) by Asit Gosh.

• Seminar on Customer Engagement by CII India.

• Winning Attitude Successful Professional (WASP).

• Six Sigma Green Belt & Champions in Airtel Mobility.

• Accelerating Performance thru People Airtel Mobility.

• Finance for Non Finance People in Airtel Mobility.

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