Manoj Pathak Email & Phone Number

Bengaluru, Karnataka, India

Enterprising professional with 18 years of experience in Customer Service Operations.Presently associated with Kohler India Corp. pvt. Ltd, Senior Manger Customer Service.Developed a skilled team through effective delegation of work based on the interests, strengths & weaknessesComprehensive knowledge of business process analysis and design, reengineering, process rationalization, cost control, capacity planning, performance measurement and quality Proficient in managing the entire gamut of team management activities with continuous improvement in service delivery, circulating reports among team members, analyzing performance, attendance, attrition, and coaching & delivering feedback to an individual for enhanced performanceRevived and revamped several projects that were struggling to achieve the client SLAs, by offering consultant solutionsKeen customer-centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scoresResourceful in setting out in-house quality standards for various operational areas, ensuring high-quality customer experience while adhering to SLAs for their services

Gurugram, Haryana, India

> With the help of 3 Managers (Direct Report) Managing PAN New Product Service. > As per the business processes KPI and Other Review Processes implemented in new Product Customer Service Function.> SOPs are developed as per B-Spoke business model and B2B business model> Function assigned to Migrate New Product Customer Service to Mainline Service.> Field forces and Service Center Trained on multi skill to Migrate in mainline Service Function.> No Atriation after Migration.> Mainline Manager trained on new Product service processes.

Gurugram, Haryana, India

> Responsible to deliver KPIs of Call Center With the help of Call Center Manger (Asst. Manager Direct Report)> Robust CSAT system developed to Measure Customer Satisfaction and NPS> Road Map prepared and Kick-off to convert Customer Service Cost to Profit Center> Annual Service Budget Preparation, Finance Approval and Ensure all expense heads within Budget> Road Map prepared and Pilot run implemented 100% In-direct Service Model (from Direct model) Own Technician transferred to Service Center Role > Spare Parts De-centrelization Model - 100% Spare Parts served through Service Center > KASP ROI review Processes developed along with Finance team.

Gurugram, Haryana, India

> Responsible for Customer Service Planning and Support PAN India> As per Market requirement Develop and redefine Customer Service SOPs and Policy > Service Center SOP Development and Implementation at PAN India Level> Digitization of Customer Service Processes > Proposal and Requirement (along with ROI) Preparation New CRM development by Software Company > To development new CRM End to End requirement gathering and downloading to Software Company.> New CRM SOW Finalization As per Organization need.> End to End Project Management for Development (Master Preparation Change Request) , UAT and Go-live > Training Content preparation and Training delivery for End-user (Employee, Call Center, Service Center and Technician). > Daily Operation Support (Technical bug correction and query management) for End user. > End to end Spare parts support - With the help of Spare Parts Service Coordinator(Direct Report), OF Team and Logistic team, serve Spare Parts order fulfillment and Warranty Product Replacement for Field Service Team and Service Center> Service Center and Own Technician (3rd Party role) Monthly Claim Management > KPI Monitoring for field service team> Reward and Recognition Program roll-out for Technician and Service Center > Defective return processes development and Implementation.

Chandigarh

> With the help of 5 Branch and Branch Service Incharge Takes care of North Region Service Operation> Reporting Branches are Chandigarh, Ludhiana, Jannu, Dehradun and L:ucknow> 30 + Service Center Network developed across North Region> Customer Service KPI delivery > Implementation of Proactive service Model with help of Per and Post installation guide line> Ensuring Customer Satisfaction with help of Technician behavioural and Technical training> With the help Branch Service Incharge (BSI) ensure MSL maintains and Required Manpower availability.> Setup of Regional review processes to track performance at Individual level.> By regular connect and Visit of BSI and my self ensure Dealer and Channel Partner (Architects & Builders)> With the help of Senior Technician Driving of Influencer (Plumber , MEP, Contractor) Training Management program > Under Each BSI separate structure created for Project - ASI Project (Area Service Incharge) > Drive Warranty Management program > Quality Feedback Plant team and follow-up till closer> Career Path Development for Senior Technician, ASI and BSI.> Internal Customer Feedback collection and as per feedback necessary changes implementation.

Gurugram, Haryana, India

> Call Center Implementation for Customer Service operation > Implementation of Exclusive Customer Service structure for Project Business> Existing CRM development of Inventory Module.

Gurugram, Haryana, India

> Based at Jaquar and Co. pvt Ltd Head office responsible for Customer Service Operation Support> Development of Customer Service SOPs > Responsible for Cross Functional Activities.> Service Franchisee SOP development and Implementation total 50+ Service Center documentation and Go-live tracking (Including Branding, Spare Parts MSL Preparation and Billing)> Warranty Policy Development and Implementation.> New CRM developed with help internal IT team and SOPs> Service CRM Implementation across PAN Customer Service Team (Franchisee & Onroll)> Training Content preparation and training delivery to end user > With the help of coordinator MIS Preparation as per KPIs and Other Needs > Processes developed to Review and KPI Tracking of PAN India Service Team> Own Teachican Engagement through 3rd Party Employment Agency> Responsible for New Agreement, Agreement Renewal and Monthly Payment for Service Franchisee.

Delhi, India

> With the help of 3 Sr. Group Leader (Delhi,UP & Upper North) SAP CRM Implementation at North Region> Part of SAP CRM Core Team to design SOP and Policy for SAP CRM System Development and Implementation.> Driving Change Management by Training and Hand holding of End-user.> SAP CRM Implementation in North India Call Center.> As per system Requirement Gathering and documentation of Requirement.> Downloading of requirement and provide understanding to Project Manger for System Development > SAP CRM Training Content development for End User> Actively involve in North Region Service Operation Service Strategy Preparation and Revenue Generation activity

South And West Delhi

> Responsible Customer Service Franchisee Operation > Along with 2 Group Leader Taking care of 11 Customer Service Franchisee of South & West DelhiWith the help of 2 Group Leader 11 Franchisee and 45 Franchisee Technician Monthly Takes care of 7000+ Complaint and Mandatory Service> Avg 34 Lacs of Revenue from AMC and Sales of Spare.> Additional Responsibility to be Part of SAP CRM Implementation team. Responsible to Implement SAP CRM in Delhi NCR 100 Franchisee. > From System Training to drive change management to Handholing of End User (Service Franchisee and Company Employee). With the help of one Coordinator Technical bug fixing from SAP Technical team and Query answer to end user

West Delhi, Delhi, India

> Responsible Customer Service Franchisee Operation > Handling 5 Customer Franchisee of West Delhi> With Help of 5 Franchisee and 28 Franchisee Technician Monthly Takes care of 4000+ Complaint and Mandatory Service> Avg 20 Lacs of Revenue from AMC and Sales of Spare

Bachelor Of Technology (B.Tech.), Electronic And Communications

Education record