GPS device & Android Car Infotainment system Services•Contact center management which includes service like Staffing management, Training and quality management, Handling customer queries and complaints, Subscription & renewal of services, Annual maintenance contract, new onboarding customers’ welcome call, KYC management, CSAT & NPS scores etc. Call center matrix adherence required (FTEs Count: 63, Service Level: >=95%, Abandon% :<=5%, AHT: <=240 Sec., Call Quality: >=95%, CSAT: >=85%, NPS: >=60%, FCR: >=75%)•Field services operations activity handling like staffing management, Training and quality management, Job allocation & technician alignment, Service provider management, Service back up material fulfilment, new service provider appointment, Budgeting & Invoice settlement, Service provider contract & credit limit renewals. (COCO FTE’s: 21, Service Provider: 250+, GPS Device Installation: >=85% in 30 Mins, Android Stereo Installation: >=95% in 48 Hours, Installation rescheduling or postponement: <=2%, Device checking: 90% in 24 Hours)•Return merchandize authorization operations includes Faulty device pickup from customer, Dealer and distributor, Proper packaging of faulty devices, Proper boxing & unboxing of faulty material with videography, Proper documentation of material pickup, Coordination with courier partner for timely pickup, Faulty & Rejection form tagging with devices, Device submission to production for root cause analysis, RCA submission to operation team to decide for device repair, replacement, refund or other solution, Documentation & System updation for future references.•Process enhancement & digital transformation includes use and implementation of new technology like cloud telephony, Voice bot, WhatsApp bot, chatbot solutions, Inhouse CRM building, CRM & Cloud telephony integrations, Mobile application building & enhancement, new product development & UAT, Lead process improvement projects etc.

Customer service management for CDIT & Telecom products.Contact Centre Management: Performance management, Call Inflow, Call Answering, SL, Abandon, AHT, FTE login, Email Answering, SMS Answering, Customer Escalation management, NPS, CSAT, Call Quality Management etc.Field Operations Management: Follow up with service partners for timely delivery of services at customer end like technician first visit at customer place, Part procurements, Product repair, Product replacement or refund) etc.Training & Coaching Management: Internal team training , Service partners training, Training module development, Identification of training areas for team and service partners etc.Profit & Loss Management: Cost optimization for service team to deliver the best class services in assigned budget.Process Improvement & Innovation: Process automation & digitization, Use of continuous improvement methodologies, Implementation of industries good practices for better output etc.

Customer service excellence @LSSGBLivpure (Water Purifier Customer Service management) Livgurad (Inverter, Batteries & Solar Panel Customer Service Management)

Head-Contact center management (Customer Service Experience) Heading customer escalations for India related to home appliances extended warranty and mobile device (Mobile Protection) insurance.Handling operations, training, hiring coordinator, employee appraisals and vendor management.Process innovation related to policies and the SOP in field as well as at the back end.Liaison with different departments within the organization to resolve customer issuesDefect analysis in order to suggest product and service enhancementReducing resolution cycle to ensure customer satisfaction.End to end follow up on cases escalated to Top management. Expertise to maintain Service level, AHT, Attrition, Shrinkage, CSAT, NPS, people management etc.Effective handling of customer complaints highlight through social media channels.Courrier partner management for defective handsets pick & drop. Inventory management of defective handsets in condition of total loss....

• Effective handling of process startup & 250+ multi brand home appliances service partners pan India.* 4000+ Claims settlement on monthly basis with required documentation. Effective management of customer's social media channel escalations.• Overseeing all office activities, including approval requests and all project related procurements for the department.• Helping the reporting Manager in linkages with consultants working on strategic initiatives.• Makes decisions within guidelines in the absence of the reporting Manager such as deciding on issues to be forwarded, acted upon urgently or can be dealt with by other staff.• Attending meetings, records, prepares and distributes minutes, contacts, and other documents and follows up on items as needed.• Responding to information requests received in person by email and telephone.• Maintaining both a manual and automated data filing and archiving system for the Operation requirement.• Maintains record of staff regarding recruitment, leave, staff establishments and training requirements Operation Team.• Assists with coordination of staff performance contracting and appraisal.• Maintain the Operation requirement Attrition, Shrinkage, Process SLAs & other guidelines.

• Handling the higher end escalations (VOC) from customer on Samsung India CEO desk regarding service & sales issues.• Offering beyond policy solutions to customers like refund, exchange, extended warranty of product as per case history. • Preparing daily workloads for staff & coordinating the daily allocation of work.• Motivating the team to achieve high standards and KPI targets. • Handling new client enquiries and acting as the face of the business. • Dealing with and resolving problems and issues which arise.• Mentoring and training up junior and new staff. • Monitoring & reporting on standards & performance targets.• Arranging & chairing weekly team meetings, focusing on targets & achievements.• Implementing new initiatives. • Ensuring all administrative, HR and IT records are entered and updated correctly. • Providing prompt and accurate information on individual performance. • Assuring timely resolution of problem by providing end to end solution to customer by coordinating with service partners pan India.