Manjunath Gr Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Hyderabad Area, India

Owns the entire customer life-cycle process customer on-boarding, service recovery, up-selling, churn management and CSI. Inventory management of assets,maintaining MSL, productivity, cost/install,people capability building.Ensure processes are geared to meet CSAT scores to enhance the customer experienceduring installation and service recovery• Analyze partner performance across the zone and implement strategies to ensure performance against set… Show more Owns the entire customer life-cycle process customer on-boarding, service recovery, up-selling, churn management and CSI. Inventory management of assets,maintaining MSL, productivity, cost/install,people capability building.Ensure processes are geared to meet CSAT scores to enhance the customer experienceduring installation and service recovery• Analyze partner performance across the zone and implement strategies to ensure performance against set targets.• Manage growth through resource planning, maximizing automation and self care usage• Managing the team of TSM for drive productivity • Optimize resource deployment across geographies• Provide leadership in project management and take decision and make recommendations• Basis the periodic audits, provide market/business insights across departments Show less

Bangalore

1. To execute service policies and monitor Zones Service performance to support and strengthen after sales operations and customer care services to ensure Total Customer Satisfaction.2. Make Branches to achieve the revenue targets to recover Branch expenses, Franchisee expenses & O/w spare value by way of service charges on improving productivity of Technician & staff.3. To review and monitor the Target Vs Achievement of BSM, ASI, DSC Incharge, Store Incharge, CCO of your zone on weekly… Show more 1. To execute service policies and monitor Zones Service performance to support and strengthen after sales operations and customer care services to ensure Total Customer Satisfaction.2. Make Branches to achieve the revenue targets to recover Branch expenses, Franchisee expenses & O/w spare value by way of service charges on improving productivity of Technician & staff.3. To review and monitor the Target Vs Achievement of BSM, ASI, DSC Incharge, Store Incharge, CCO of your zone on weekly basis and give them performance feedback.4. To review and monitor MSL (Minimum Stock Level) at all the branches and at ASC end in coordination with Branch Store Incharges. 5. To submit monthly quality report of your zone to CWH and Product Heads for improvement in Product Quality.6. To visit every branch and potential upcountry locations, Dealers/Distributors/ASC’s once in a month to resolve current burning issues and old issues in consultation with Corporate Service Head and Country Service Head.7. To conduct 2 hrs. session on different soft skill topics in consultation with HR (e.g. Corporate Communication, Coaching and Mentoring, Service Basics, Effective Service Management, Conflict Management, Acceptance on Change etc.. Show less

Bangalore

a. Establish Customer Service Infra in the designated area of operation.b. Monitor performance of Customer service.c. Evaluate and review Service Performance of suppliers and authorized service contractors.d. Resolve any escalated Customer Complaint and ensure performance against norms.e. Ensure service personals meet growth demands and attrition.f. Responsible for the costs/expenses / income of service operations in the area of operation.g. Responsible to ensure that… Show more a. Establish Customer Service Infra in the designated area of operation.b. Monitor performance of Customer service.c. Evaluate and review Service Performance of suppliers and authorized service contractors.d. Resolve any escalated Customer Complaint and ensure performance against norms.e. Ensure service personals meet growth demands and attrition.f. Responsible for the costs/expenses / income of service operations in the area of operation.g. Responsible to ensure that Customer Support process is as per guidelines, which include customer returns, replacements, refunds, swap units, board replacements.h. Ensure stock of spares/Accessories in each service center is as per requirement and audit the excess on a weekly basis, to ensure no loss in biz operation.i. Responsible to identify, appoint, establish, run service centers in area of operation.j. Defectives at warehouse and store level are identified and cleared within in 30days.k. Responsible for training of service staff on Customer Friendly Behaviours, from time to time and measuring the effectiveness through conventional and unconventional means.l. To ensure that vendor service support customers to meet our promises to the customer, and take suitable actions thereof.m. Responsible for interacting with irate customers, consumer forum cases, and similar issues thereof, for area of operation.n. To support State Sales Team and Store Managers, arranging product technical requirements, and relating issues to vendor’s local contact points for resolution as per requirement. Show less

Bangalore

a. Setting up decentralized in house domestic call center with all basic requirements across country.b. Operations of call center.c. Ensuring to achieve set KRA’s of the team.d. Ensuring customer queries are handled with end to end solution.e. Handling the field complaints team to achieve the set KRA’s.f. Reducing the response time of the customer complaints.g. Increase the customer satisfaction levels.h. Reduce the maintenance cost.i. Maintain the signal… Show more a. Setting up decentralized in house domestic call center with all basic requirements across country.b. Operations of call center.c. Ensuring to achieve set KRA’s of the team.d. Ensuring customer queries are handled with end to end solution.e. Handling the field complaints team to achieve the set KRA’s.f. Reducing the response time of the customer complaints.g. Increase the customer satisfaction levels.h. Reduce the maintenance cost.i. Maintain the signal strength for good transmission of tv channels.j. Verification of Customer application form.k. Ensuring 100% availability of caf for all the subscribers.l. Ensuring 100% auditing of CAF to meet TRAI rules.m. Ensuring 100% activation of STB(Digital Set top box)n. Ensuring correct plan and service is activated to the customer.o. Ensuring first month bill is as per the plan and package opted by the customer. Show less

Key accounts management.People management.Good knowledge of customer service operations.Working knowledge on SAP CRM.

Mba, Marketing

Six Sigma, Green Belt

Ma, History