Job Profile - Regional Manager - CS• Managing the service operations of North 2 region.• Managing 7 BSM & 7 ASM along with 40 company technicians & 100 service centers. • Analyze partner’s performance and provide feedback,guidance,training and encouragement in order to achieve results.• Identifying gaps in current process, undertake continuous improvement projects.• Conduct root cause analysis and identify potential solutions and validate and implement solutions along with the field team.• Publish timely audit reports and ensure corrective actions are implemented.• Daily, Weekly & Monthly reporting and feedback to HO, QC Dept. • Good exposure to all the procedures and processes of Customer Support.• Maintaining operational standards and efficiency by monitoring and reviewing procedures and ensuring compliance with the Quality Management System and statutory requirements.• Responsible for overall performance of assigned group of partners and service centersInitiatives • Taking ownership towards KPI’s achievement and organizational Goal by driving KRA’S.• Interaction with the ASH/ BSH on weekly basis and strive improvement in working.• Visiting to service centers & doing market visits along with BSM & Sales team to understand the GAPs and hygiene improvement towards consumer care and trade satisfaction. Achievement’s• Network corrections in key / high potential areas, like Delhi, Gurgaon / Faridabad / Chandigarh / J&K. • Reduction in open pending calls in region.• Network Expansion doing across network in Delhi, Haryana, Punjab, J&K, UT, & Rajasthan.• Continuous reduction of AR and Credit block of service partner’s, by making ZERO overdue.• Increased TAT scores across territory, month on month basis to get up region score / ranking cumulatively. • Achieved ever highest TAT for region in the month of Oct-15 across PAN India. • Trained & certified as ISO 9001:2008 internal auditor & done 3 location audits.

Job Profile - Regional Manager - Customer Satisfaction at Samsung India Electronics Pvt Ltd - Southern Region• Managing the service operations of southern region and based at HO. • Co-ordination with branches and head office/VOC/parts team/technical support/ENR/CCC/Admin.• Tracking status of implementation of various initiatives enlisted.• Analyze partner’s performance and provide feedback, guidance, training and encouragement in order to achieve results.• Publishing MIS for all stake holders for enabling corrective actions and decision making.• Identifying gaps in current process, undertake continuous improvement projects.• Conduct root cause analysis and identify potential solutions and validate and implement solutions along with the field team.• Publish timely audit reports and ensure corrective actions are implemented.• Daily, Weekly & Monthly reporting and feedback to HO, QC Dept. • Good exposure to all the procedures and processes of Customer Support.• Managing the 9 people’s regional calls tracking team.• Maintaining operational standards and efficiency by monitoring and reviewing procedures and ensuring compliance with the Quality Management System and statutory requirements.• Responsible for overall performance of assigned group of partners and service centers.Initiatives • Taking ownership towards KPI’s achievement and organizational Goal.• Interaction with the ASM / BSM on weekly basis and strive improvement in working.• Visiting to service center’s during branch visit to understand the GAPs and hygiene improvement towards consumer and partner’s satisfaction. • Network corrections in Bangalore (Mangalore) / Cochin / Chennai and Hyderabad. Achievement’s• Network correction in Cochin & Bangalore.• Reduction in open pending calls in region.• Improvement in service center working and network expansion.• Reduction on AR and Credit block of service partner’s.

Job Profile - Branch Service Head - North 2 (Haryana, Punjab, J & K, Himachal & Chandigarh)• To Handle all service partners & dealer network in region to achieve KPI & to resolve all issues of branch regarding service to take up customer / dealer / consumer satisfaction to next level of experience at level best. • Handling 15 no of Service Centre’s with one CSE across Greater Punjab (Haryana, Punjab, J & K, H.P & • Responsible for business generation.• Inventory control of all the critical spares to ensure zero defective & pending calls.• Monitoring & Motivating ASC`S for Shifting Focus from customer Service to consumer care. • Visits to customers & dealers for their valuable feedback about, after sale service & product & the same to be share with factory for implementation to get good results. • Regular training programs for all service executives & service franchisees to ensure 100% customer satisfaction. Initiatives • Achieved 100% trade satisfaction in terms of TRASAM. • Improved and achieved net promoter score from 40% to 55% & 60% respectively in Repair and exchange and Installation calls.Achievement’s • Won appreciation for “GEM” all India and “STAR” performer of North in Q-1 in terms of all KPI’s.• Got chance to share “Success story” of consumer care in Chandigarh Branch, while all India kick off meet 2012.• Participated & Certified in “Hi impact presentation skills” organized by Philips and given by Mr. Ajit mat, Sr. Trainer & director WizTalks. Participated & Certified in” Lean Six Sigma” organized by Philips and given by Mr. Ajit Kamat, Sr. Trainer & director WizTalks.• Nominated as a “Valued Player & exceptional results” in PPM for the year 2011.

Job Profile - Branch Service Manager-Greater Punjab (Punjab, J & K, Himachal & Chandigarh)• To Handle all service partners & dealer network in region to achieve KPI & to resolve all issues of branch regarding service to take up customer / dealer / consumer satisfaction to next level of experience at level best. • Handling 19 no’s of Service Franchisees with the, Team of one ASM & 7 no’s of service & store executive and one accountant across Greater Punjab (Punjab, J & K, H.P & Chandigarh ) to complete qualitative & quick service delivery within 24 to 72 hours for zero escalation.• Running Consumer Promotional Scheme at Branch level with a Specified budget & optimum utilization of resources to increase ROCE.• Organizing free sales and service camp at different cities, colonies, Institutions and localities all over NORTH-2. • Responsible for business generation & profit achievement for the company.• Inventory control of all the spares & finish goods to ensure zero defective & pending calls.• Monitoring & Motivating ASC`S for Shifting Focus from customer Service to customer care. • Visits to customers & dealers for feedback about the product to factory for implementation of their ideas & suggestions. • Regular training programs for all service executives & service franchisees to ensure 100% customer satisfaction.

Job Profile - SERVICE MANAGER - LUDHIANA BRANCHVIDEOCON INDUSTRIES LIMITED (Consumer Electronics & Home Appliances.) Providing Customer Service Support for 9 Brands ( Videocon, Kenstar, Sansui, Kelvinator, Electrolux, Toshiba, Akai, Koryo, Hyundai )• To Handle all service partners & dealer network in region to achieve KPI & to resolve all issues of branch regarding service to take up customer / dealer / consumer satisfaction to next level of experience at level best. • Handling 5 Service Franchisees with the, Team of 4 executives and one accountant across LUDHIANA to complete qualitative & quick service delivery within 24 to 48 hours for zero escalation.• Running Consumer Promotional Scheme at Branch level with a Specified budget & optimum utilization of resources to increase ROCE.• Organizing free sales and service camp at different cities, colonies, Institutions and localities all over NORTH-2. • Responsible for business generation & profit achievement for the company.• Inventory control of all the spares & finish goods to ensure zero defective & pending calls.• Monitoring & Motivating ASC`S for Shifting Focus from customer Service to customer care. • Visits to customers & dealers for feedback about the product to factory for implementation of their ideas & suggestions. • Regular training programs for all service executives & service franchisees to ensure 100% customer satisfaction.

Job Profile - Service Manager Handling Entire Greater Punjab Including ( Haryana, Punjab, Himachal, J&K & Chandigarh )• To Handle all service partners & dealer network in region to achieve KPI & to resolve all issues of branch regarding service to take up customer / dealer / consumer satisfaction to next level of experience at level best. • Handling 5 Service Franchisees & one company service centre with the, Team of 1 executive and one GET across NORTH-2 to complete qualitative & quick installations with in 24 to 48 hours for zero escalation.• Running Consumer Promotional Scheme at Branch level with a Specified budget & optimum utilization of resources to increase ROCE.• Organizing free sales and service camp at different cities, colonies, Institutions and localities all over NORTH-2. • Responsible for business generation & profit achievement for the company.• Inventory control of all the spares & finish goods to ensure zero defective & pending calls.• Monitoring & Motivating ASC`S for Shifting Focus from customer Service to customer care. • Visits to customers & dealers for feedback about the product to factory for implementation of their ideas & suggestions. • Regular training programs for all service executives & service franchisees to ensure 100% customer satisfaction.

Job Profile - Branch Service Manager - Rajasthan• To Handle all service partners & dealer network in region to achieve KPI & to resolve all issues of branch regarding service to take up customer / dealer / consumer satisfaction to next level of experience at level best with overall revenue collection & net profit.• Handling 9 Service Franchisees & one company service centre with the, Team of 1 executive and one GET across Rajasthan to complete qualitative & quick service delivery & installations within 24 to 48 hours for zero escalation.• Running Consumer Promotional Scheme at Branch level with a Specified budget & optimum utilization of resources to increase ROCE.• Organizing free sales and service camp at different cities, colonies, Institutions and localities all over Rajasthan.• Responsible for business generation & profit achievement for the company.• Inventory control of all the spares & finish goods to ensure zero defective & pending calls.• Monitoring & Motivating ASC`S for Shifting Focus from customer Service to customer care.• Visits to customers & dealers for feedback about the product to factory for implementation of their ideas & suggestions.• Regular training programs for all service executives & service franchisees to ensure 100% customer satisfaction.Initiatives• Effectual implementation of CRM (Service management software)• Introduced & developed training Centre at JAIPUR.• Network expansions in major cities & fringe area’s of Rajasthan like Jaipur, Jodhpur, Udaipur, Kota, Ajmer, Bikaner, Ganganagar, Sikar by appointing 9 service franchisees all over Rajasthan.• New Schemes for Revenue generation.Achievements• Cash Profit has been taken up from 3.25 lacs to 37.89 lacs in the period of 2 years & 6 months.• Visited CHINA (SHANGHAI) to attend seminar of Industrial washing systems for joint venture with SEA LION. • Received 100% CTC in terms of incentive on 100% achievement of profit target for the year 2006-2007.

Job Profile - Customer Service Executive• To Handle all service issues of customers & dealer network in area to achieve KPI with 100% customer / dealer / consumer satisfaction to take service level further at next level of experience by level best with overall revenue collection & net profit. • To ensure completion of qualitative & quick service delivery & installations within 24 to 48 hours for zero escalation.• To achieve Running Consumer Promotional Scheme at Branch level by putting best efforts.• To do free sales and service camp at different cities, colonies, Institutions and localities for customer awareness, satisfaction & to get brand loyalty.• Responsible for business generation & revenue target achievement.• Consumption control of all the spares in warranty & annual contracts & to ensure zero defective & pending calls.• Monitoring & Motivating new engineers to Shift their Focus from customer Service to customer care. • Visits to customers & dealers for feedback about the product & to communicate the same to factory for implementation of their ideas & suggestions for further improvements.• To conduct / attend training programs for all new product range & behavior / customer satisfaction & handling to improve technical skill & competency level of ourselves & new engineers.AchievementsGot best Customer Service Executive appreciation by Regional Manager Mr. Naresh Upadhyay.Regular Incentives after achieving given targets.Promoted as Branch Service Manager For Rajasthan