Formulated & implemented key strategies in Customer Service (After Sales) with an aim of reducing expenses, optimizing resources, talent development, efficient inventory & logistics management.Drove profitability & quality improvement initiatives including franchisee development, evaluation & improvement, service network correction, consolidation & infrastructure development of all the service operations.Initiated and Implemented various programs to improve satisfaction among end customers and to enhance performance of service network partners and service team.Conceptualized, Designed and implemented the Service CRM for all its service operations with required controls and checks to ensure higher productivity, better efficiency, timely information and low pilferages / loss.Key highlights:Drastic reduction in service expenses through Process Change, Controls, Policy ChangesLowered turnaround time for service delivery, Improved visibility of spare parts, reduction of unwanted inventory by optimal inventory utilization, Transition from owned to outsourced service model, process optimizations to improve efficiency, transparency and controls.Eliminated various NVA (Non-Valued activities) across PAN Organization and saved many man hours by Process automation & Institutionalized.Successful implementation of inhouse CRM for Service Operations. Launched and institutionalize various Service Excellence practices like Kaizen, IMD and Customer Connect.Successfully implemented around 100+ Kaizen Projects across Service organization to improve Service Delivery, Cost & Quality. Awarded “Service Quality Excellence Award” by World Quality Congress

Identify and Plan requirement, Review with Software team, Test the product and implement software / app for the following • Service• Mobile Secondary Sales tracking• Mobile Sales Force• In Shop Demonstrators

Plan and coordinate administrative procedures and systems and devise ways to streamline processes.Ensure all support activities are carried on efficiently and effectively to allow the other operations to function properlySupervise daily support operations of company and plan the most efficient administrative proceduresOversee facilities services, maintenance activities and tradespersons (e.g electricians)Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraintsOrganize and supervise other office activities (recycling, renovations, event planning etc.)

Handled all responsibilities of a Project Manager. Mapping existing business process and new business requirements. Planning, Co-ordination and execution of all timelines.Provide trainings, data validations and resolving of GAPs identified between the current and new processes.Migration of master data and opening figures for all modules and systematic closing of all post go-live issues.Modules implemented : SD, MM, FICO, HRM, PP, PS, PM

Established the MIS culture by reviewing requirement and implementing MIS at department level and sub department including the MIS needed at CMD level for all departments.Review of processes of everyone at each department to identify areas where automation / process improvements / duplication of work /misuse etc. can be identified or even doing away with process which were not adding any value.Suggest draft and implement policies / procedures which were critical at departmental and organization level.Preparation of various analytical reports for Management, review and implement the action plan arising out of the CMD review meet.