Binu Samuel Email & Phone Number

Goa, India

Handling Saurashtra & S.Gujarat Territory with 5 ASI's and 32 Service Provider with a toal call volume of 22 K workload .JOB PROFILE (Tata Sky Ltd) : Manage Service Quality from one end to another end to give continue Excellent Service Experience to Customers with faster easier methods and Lower cost.Innovating new ways for quality service for both internal and external Customer Satisfactions.Managing all post sales activities ,installation, maintenance support for all onsite and offsite products at various locations and projected sites .To study happy call reports on daily basis and take corrective actions to improve service perceptionTo study and review MOM of Sales and Service on weekly basis and take actions on pending issues. To compile Dealer satisfaction report and submit to local Sales team in review meeting.To ensure effective Service infrastructure availability in ISP Network.Responsible for providing Training to the Installers , CCO and back end staff for enhancing performance. Ensuring meeting SLAs and Achieving define service targets through service delivery, sales of spares and consumables.Monitoring Consumptions Vs Availability Vs Requirement status for all spares at ISP location.Monitoring roll back of excess materials from the field .To submit technical and behavioral training requirements to Product Trainers and HR and organizeEscalation Management & assuring Customer / Dealer satisfication.

Saurashtra Region

Handling Saurashtra Region with 5 ASI's, 4 Stores person, 3 Accounts Persons and a staff of 43 employees under me.To prepare budget for all the service centers (ASC/DSC Network) and ensure adherence of the same.To setup economically viable service centers for Videocon group.To review DSR on daily basis and give solutions to clear pendency instantly on part pending & non part Pending cases.To study happy call reports on daily basis and take corrective actions to improve service perceptionTo study and review MOM of Sales and Service on weekly basis and take actions on pending issues. To compile Dealer satisfaction report and submit to local Sales team in review meeting.To ensure effective Service infrastructure availability in ASC and DSC network.Responsible for achieving monthly AMC targetTo submit monthly Quality report to CWH and Product Heads for improvement in Product Quality.To give Fast Feedback Reports for new models or batch failure reports to CWH and Product Heads to take corrective actions at factory level.To submit technical and behavioral training requirements to Product Trainers and HR and organizeTo monitor CDRF cases and submit report to Corporate Service Office on monthly basis.Acheivements : Highest Revenue in Rajkot Territory in the month of Jun’12 Highest AMC in Rajkot territory with 467 No’s in the month of Nov’12  Highest Dealer Satisfaction with 89% Index in Rajkot territory  Highest ever collection and Dealer / Customer satisfaction achieved in DSC.

Surat Area, India

Designated as Area Service Manger handling South Gujart territory with 17000 Call Vloume. Maintaining KPI as per the target Responsible for achieving monthly AMC target Generating and Implementation scheme for achieving the AMC target Improvement in 211 confirmation, Open+ pending calls, RTAT, EFR ,VOC etc Responsible for maintaining a healthy ROI of the service franchisees. S P audit Customer audit Quality feedback  Manpower (Engg’s) training and development New service set-up development if needed. Responsible for Service Partner performance and dealer network across the South Guj. Defective clearance. Handling 3 Sevice Franchises with 52 Engg working under me. Responsible for TRADE / Customer satisfactions. Solutions to Critical Customer escalation issues. Responsible for Service Engineer’s Capability development

Surat Area, India

Designated as Sr. Territory Incharge handling South Gujarat Territory. Maintaining service parameter as per the target Responsible for achieving monthly revenue target Generating and Implementation scheme for achieving the revenue target Improvement in SDC(Same day Completion) , NDCS,FTC,FTF. Responsible for maintaining a healthy ROI of the service franchisees. Responsible for achieving the revenue targets through SP channel.  S P audit Customer audit Quality feedback  Manpower (Engg’s) training and development New service set-up development if needed. Responsible for Service Partner performance and dealer network across the Saushtra Region, Gujarat (Worked in South Gujarat for 2 Years before this). Defective clearance. Handling 7 Sevice Franchises with 32 Engg working under me. Responsible for TRADE / Customer satisfactions. Solutions to Critical Customer escalation issues. Responsible for Service engineers Capability development.Acheivements : Three times Award Winner (Cheers Award) taken for Service parameters & 200% growth over Last year in Revenue. Highest % (92 % in Satisfied and Very Satisfied Dealer’s ratio ) across West region conducted by a survey from H.O. SP Network corrections and channel development as per trade in Saurasthra. Implemented TELEMARKETING activity and increase the REVENUE / contract sale / customer satisfaction.  Technical / Behavioral / Selling Trainings for entire Saurastra Engineers.  Consistent REVENUE growth achieved. Consistent trade satisfaction achieved.

Gujarat, India

Designated as Territory manger handling entire Gujarat State. Achieving Monthly, Quarterly and Yearly Sales & Service Target  Handling Dealer Network for Entire Gujarat. Handling business of approx 1 crores. Consumable orders initiation and processing Attending Customer queries and catering to product applications Responsible of Stock Monitoring and Replenishment through Material Indenting Conducting training programs to operators at Customer Sites Responsible for extracting payments from customer base Generation of AMC’s from clients (customers) To map all the M/c’s in the assigned territory and to be updated at the end of eachmonth. To maintain secondary sale information at Dealers end and to help dealers to organize its own database. Participating in large tenders and bids. To monitors a dealer operation on Day to day basis and visit customers with dealer and Engginer’s as and when required. To do physical stock verification of dealers at the end of each month. To take appropriate action against 3rd party vendors and to recover RED customers. To update dealer MIF as and when new machines are sold and buy-back of old machines taken. Assisting the dealers in resolving service issues with the help of Customer Care team. Developing, identifying, evaluating, and appointing dealer’s along with their manpower planning, recuirtment & training for the Gujarat.

Ahmedabad Area, India

Servicing and Maintenance of Inkjet printers (coding machines) catering to the requirements of customer base spread across entire Gujarat