Arashdeep Singh Email & Phone Number

Gurugram, Haryana, India

Handling Customer Escalations, MD Escalations

Jaipur, Rajasthan, India

 Leading the Team of 90+ Service Points including Jio Center, Jio Points & Jio Stores. Ensure to provide the resolution to customers within 1 hour. Ensure that High Standards are set and maintained in relation to customer services. Identify quality related issues and report it immediately to Management for correction. Adherence of Process Notes and Service Policies laid by Reliance Jio. Put in place and maintain effective Quality control measures for repairs carried out at Jio Points, Jio Centers & Jio Stores, so that Quality is consistently achieved in Cost Effective Way. Handling Customers Escalations and Legal Cases. Responsible for cleanliness, infrastructure issues and hygiene of Jio Centers, Jio Points & Jio Stores. Identify key risks at the Service Center and monitor effective controls for the management of those risks. Monitoring Key Performance Indicators and way to achieve the given Targets. Delivering high levels of customer satisfaction in a Service Delivery environment. Identify the training requirements for Service Engineers and others service points team. Handling Revenue activities like FSM, FSM+, Winback and Postpaid Collections.

Gurugram, Haryana, India

 Responsible for providing consistent customer support to a specific geographic area. Managed customer support operation to West & South Delhi along with Ghaziabad & Bahadurgarh area. Walkway towards Customer Support, Sales Channel development, Business development, ASC appointment, training, refreshment, payments, client management & F&F. Arrange ASP Network Enhancement, Closure of non-performers ASCs, Training, Refreshment and Payments F&F. Maintained service support parameters like TAT, SLA Achievement, Field Bounce & repeat return. Managing parameters at ASP like SLA, TAT, Training, and Bounce of Mobile Phones. Manage required support for escalated cases at respective service area for customer satisfaction. Maintained Activity Dashboard, Pendency & Target Achievement Dashboard on weekly & Monthly basis. Developed performance improvement plan for sales team to meet performance goals. Monitored outstanding orders follow up with customer to accelerate fulfillment outstanding orders. Monitored accounts receivable and make sure shipments and payments adhere to payment terms.

East Delhi, Delhi, India

• Worked as Area Service Executive and taking care of East Delhi Service Franchisee. (Pandav Nagar, Jagat Puri, Yamuna Vihar & Dayalpur)• Handling 4 SF and 2 DSA (Dealer Service Authorized) in this assigned Territory.• Handling 55+ manpower and 6000-8000 call volume of Installation & Service Calls of these SFs.• Ensuring Proper Infrastructure & other norms across Service Network.• Ensuring all staff across the service network are trained to meet expected job requirements.• Conducting Field Audit accompaniment with Franchisee Staff on Installed Customer Connections.• Auditing Service Network/SF on Company Defined Parameters and addressing the deviations found during the Audit Process.• Visiting customers to conduct audits on the quality of Job Done by Service Franchisee.• Ensuring customer satisfaction by providing 100% calls attendance.• Keeping a check on TAT & Other SLAs.• Ensuring smooth trade relations by meeting Top Retailers & DS in the territory.• Monthly reconcile ODU/CPEs supplied to SF/SVC network in accordance with activations & other defined norms.

Agra, Uttar Pradesh, India

• Worked as Area Service Manager with Samsung India Electronics P. Ltd. And taking care the Agra & upcountry area(Agra, Etawah, Kasganj, Aligarh, Etah)• Handling 7 Service Centers, 1 DSC (Dealer Service Center), 1 QRS (Collection Point) in this territory.• Handling 70+ manpower & 6000-6300 call load in every month of Service Centers.• Developing and ensuring customer satisfaction by maintaining Turnaround Time (TAT) for delivery & control on Repair to maintain standard Quality Norms.• Responsible for overall service operations and accountable for strategic utilization and deployment of available resources to achieve organizational objectives.• Analysis on worst performer Service Partner and discuss with him related to his worst performance and make action plan to achieve the target within the timeline.• Ensure that every partner must remain within Credit Limit by clearing their OOW payments within 15 days’ time period to avoid for any part blockage.• Ensure smooth reverse Logistic, defective parts movements on daily basis by keeping track on daily RMA tracker.• Managing customer and trade escalations and resolve the issues on top priority.• Increase customer care activities to enhance customer satisfaction.• Conducting warranty claims analysis/settlements of service partner.• Handling escalated customer issues through Support India/VOC & resolve with corrective actions.• Quality tracing reports for the new launched models from Trainers & Dealers.

Gurgaon

• Worked as Branch Service Coordinator with Samsung India Electronics Pvt. Ltd.• Coordinate with Head Office Team for complete reports within timeline and discussed with Reporting Manager related to these kinds of reports.• Arranging SNA/DNA Parts (Obsolete Model parts & imported units).• Flashing Demo & Installation, Service Repair Pending Calls report, Service Center A/c Summary/Overdue/Credit Limit report, TAT report, Defective pending at Service Centers etc. report on time to time basis.• Flashing the Service Partners KPIs reports to them with their achievements on monthly basis with grading and same shared with Reporting Manager in every weekly meet.• Analysis on worst performer Service Partner and discuss with him related to his worst performance and make action plan to achieve the target within the timeline.• Taking care of all the types of Replacement/Refund Cases. Ensure smooth reverse logistic after product replacement within TAT.• Co-ordinate with Sales, Marketing for latest Launched Models Details & Product Features.• Handling escalated customer issues through Support India/VOC & resolve with corrective actions.• Updating partners on latest Technical Bulletin, Product Features with help of Technical Trainers at CS Academy.• Handling Legal Cases & Coordinate with Legal Advocates& HO team for solution as earliest to customers.

Haryana

• Handled customer escalation of Sirsa area & its nearest villages.• Tracking engineers for handle complaints of customers.• Weekly visit at Dealers for pending stocks complaints.• Interact with customers for service related queries.• Handled Replacement/Refund cases with Branch & update to customer about them.• Share daily performance with ASM & Service Center Owner.• Provide resolution to customer with the help of Branch & Part Team regarding customer queries.• Worked on pending activities as given by Branch to achieve Center KPIs.• On the basis of performance, analysis the center report & share with ASM. • Handled Store activities of Service Center & send defective to RMA HUB on timely.• Maintain engineers claims & attendance for his monthly salaries.

Master Of Business Administration - Mba, Marketing, A

Activities and Societies: ~ Participated in Marketing Strategies related to Project during Examination.

B.Sc. (It), Information Technology, A

Activities and Societies: ~ Participated in Bhangra Classes during cultural activities. ~ Given training to teammates as Bhangra Coach.

Diploma, Electronics And Communication Engineering, 60%

Activities and Societies: ~ Participated in many Curricular Activities like Bhangra, Cricket, etc. ~ Got maximum no. in C language program.