Sri Vathsa Email & Phone Number

Bangalore Urban, Karnataka, India

Growth Path May’17 – Sept’19: Retail Zonal Head for service delivery South Region Oct’10 – Mar’23: Corp Key Account Manager Highlights of Retail Zonal Head Led a team of 55 members (5 Area Relationship Service Managers and 50 Customer Relationship Executives) Managed 3rd level escalations of customer issues which were escalated Met HNI merchants in the market, if any pending issues getting the merchant issue sorted out within SLA in order to enhance of 10% of volume growth MoM Drove 90%… Show more Growth Path May’17 – Sept’19: Retail Zonal Head for service delivery South Region Oct’10 – Mar’23: Corp Key Account Manager Highlights of Retail Zonal Head Led a team of 55 members (5 Area Relationship Service Managers and 50 Customer Relationship Executives) Managed 3rd level escalations of customer issues which were escalated Met HNI merchants in the market, if any pending issues getting the merchant issue sorted out within SLA in order to enhance of 10% of volume growth MoM Drove 90% customer base active in system zone wise in order to achieve the zone volume target Highlights of Key Accounts Manager : Handling team of 20 members working in the capacity of 5 tele-callers, 5 field staff and 10 account executives managing 75 top accounts spread across PAN India/ South zone Supervising customer service operations for rendering and achieving quality services as well as optimizing client satisfaction levels and generating additional avenues for business Maintaining high discipline and norm adherence, coordinating with superiors for cross teams and innovative suggestions to improve operational functioning Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes Recruiting, mentoring & developing customer service agents and nurturing an environment where they can excel through encouragement & empowerment Adhering to and managing the approved budget Participating in Key Cross-functional Meetings as the representative for the Sales/ Customer Service Department to discuss goals & future growth for customer accounts Leading all escalated customer issues by working towards a win-win solution Implementing ambitious customer satisfaction goals, and better-enabled customer service staff members to effectively meet them Mapping business requirements and coordinating in developing and implementing processes in line with preset guidelines Show less

Bangalore Urban, Karnataka, India

Handled dealers and distributors of Syska Gadget Secure in given allocated regions Tied up of ASC (Authorised service centre) of brand across Karnataka to give service support to organization customer. Onboarded 80+ service centres across Karnataka covering brand like Samsung, Micromax, Lava, Gionee, Blackberry, HTC and Apple Handled team of 9 members and planned to provide resolution to customer as per TAT for insurance benefit for accidental damage /theft burglary cases. Headed as ASC Head… Show more Handled dealers and distributors of Syska Gadget Secure in given allocated regions Tied up of ASC (Authorised service centre) of brand across Karnataka to give service support to organization customer. Onboarded 80+ service centres across Karnataka covering brand like Samsung, Micromax, Lava, Gionee, Blackberry, HTC and Apple Handled team of 9 members and planned to provide resolution to customer as per TAT for insurance benefit for accidental damage /theft burglary cases. Headed as ASC Head for maintaining synchronization with Motorola as well as Reliance and Tata high officials Show less

Bangalore

Key Result Areas To implement the strategy and action plan set forth by the Chief Executive Officer, specifically to sell Datawind’ s Products and Services in India. Responsible for ASP(Authorised service partner) deployment & driving them to adhere and maintain the SLA’s as per company norms. Responsible for handling State Service issues given by customer’s and ASC (Authorised service centre) and support them as it gets resolved in 2nd level of escalation matrix. Responsible for MSP & ASP… Show more Key Result Areas To implement the strategy and action plan set forth by the Chief Executive Officer, specifically to sell Datawind’ s Products and Services in India. Responsible for ASP(Authorised service partner) deployment & driving them to adhere and maintain the SLA’s as per company norms. Responsible for handling State Service issues given by customer’s and ASC (Authorised service centre) and support them as it gets resolved in 2nd level of escalation matrix. Responsible for MSP & ASP audit and monthly reconciliation Meeting Key Distributors, Retail Chain Heads and Datawind Sales team of the region for smooth functioning of Sales Operation with respect to Service Support Show less

Bengaluru, Karnataka, India

Handling the 3rd Level of Customer related issues. • Co-ordination with the different team in the organization such as Sales, Commercial and SCM for the swift closure of the customer related issue. • Frequent visits to the authorized service centre interacting with service centre managers and discussing with the brand service related heads on the pending customer issue (Greater than 25 days old). • Frequent visits to stores interacting with the CRO's/CCO's w.r.t any pending service related… Show more Handling the 3rd Level of Customer related issues. • Co-ordination with the different team in the organization such as Sales, Commercial and SCM for the swift closure of the customer related issue. • Frequent visits to the authorized service centre interacting with service centre managers and discussing with the brand service related heads on the pending customer issue (Greater than 25 days old). • Frequent visits to stores interacting with the CRO's/CCO's w.r.t any pending service related issue & giving the feedback of the same. • Reviewing the team members (TL/Senior telecaller/CRO's/Tech Support executive) on regular basis to check whether meeting the assigned target to them • Personally meeting the customer in the chronicle service related issue, resolving their issues which improves the CSAT of the organisation Show less

Bangalore Urban, Karnataka, India

Key Result Areas Heading the South Region Customer Care Team Preparing various reports(daily, weekly, fortnightly , monthly etc… on customer care parameters and analytics for the zones with respect to BDC/ PMC/ SPARES/ SITES/ MEPT etc. for business team understanding regarding the business revenue generated. Conceptualizing Service Provider Performance Matrix and Coordination for the Satisfaction Index Preparing and analysing of different customers on a fortnightly basis with proper RCA of… Show more Key Result Areas Heading the South Region Customer Care Team Preparing various reports(daily, weekly, fortnightly , monthly etc… on customer care parameters and analytics for the zones with respect to BDC/ PMC/ SPARES/ SITES/ MEPT etc. for business team understanding regarding the business revenue generated. Conceptualizing Service Provider Performance Matrix and Coordination for the Satisfaction Index Preparing and analysing of different customers on a fortnightly basis with proper RCA of site-wise mapping with SP/ Spare/BDC/ PMC, etc. Following-up with the SP (Service Provider) on the critical customer care issue to ensure that customer issue is resolved in compliance of spare requisition within the given SLA. Ensuring complete analysis of all reports and preparing Comparison Reports in respect to previous reports Facilitating close coordination & teamwork amongst the other business departments, other regional teams and HQ in getting customer issue sorted out on priority basis. Consistently monitoring on SP performance & taking feedback from SP/ RR/ RM in terms of critical cases of customers issue. Show less

Bengaluru Area, India

Highlights Distinguished efforts towards retaining customers who had given voluntary cancellation request due to service related issue For Team members in regular basis latest retention tools were update so that it can be given to the right set of customer who visit the store for the service termination. Diligently conducted periodical analysis on churn and triggered corrective/ proactive measures in control of the churn as per target given by organization. To ensure that customer retention… Show more Highlights Distinguished efforts towards retaining customers who had given voluntary cancellation request due to service related issue For Team members in regular basis latest retention tools were update so that it can be given to the right set of customer who visit the store for the service termination. Diligently conducted periodical analysis on churn and triggered corrective/ proactive measures in control of the churn as per target given by organization. To ensure that customer retention requests are activated as per request & service issue solved within given TAT. Tracked and improved First Level Retention at the stores when customers visits to the store for service related issue. Handled customers’ escalations & co-ordinated with the cross functional team to provided prompt resolution of the customer issue as per the industry norms. Essayed a stellar role in conducting the Product, Process, Soft Skill Training & Online Test for the Front-End Executives at regular interval of times to know the product knowledge of the store executive Periodic Audit of customer CAF Form & followed-up on the pending CAFs from concerned outlet at regular intervals Streamlined the customer termination Refund Process, closely monitored the Store Collections & reviewed the accountable persons on a regular basis for collection targets Administered DOA & ASC Management on the Customer Handset at the cluster level in coordination with the Authorized Service Centre for the speedy resolutions on the customer H/s or hardware related issue Facilitated close coordination with other team members in the cluster for publishing the MIS Report/Dash Board & Analysis of Churn & Waiver Report for the cluster Felicitated with: Zonal Champion for Bangalore cluster during the period FY08-FY09 by Karnataka CS Head Certificate of Appreciation for extraordinary performance shown at Market Blitz activity in Mangalore Cluster during Mar’12 Show less

Bengaluru, Karnataka, India

Worked as backend customer service representative at the circle back office Consolidated the daily reports and coordinating with the cross functional team for resolutions on customer issue. Achieved given targets along with service improvement.