P R Ramesh Kumar Email & Phone Number

Kozhikode, Kl, In

Bengaluru, Karnataka, India

Kozhikode, Kerala, India

Kerala, India

Cochin

Monitoring the Installation and Service calls of Dish TV and ensuring closure of the same within the defined TAT of 24 Hrs Defining the service standards and ensuring compliance to the norms Ensures that Dish Care Centre (DCC) performance meets the requirements of SLAs  Review mechanism with Sub-Ordinates and Channel Partners To provide continuous input on improving Customer Satisfaction Index Control Resources and utilise assets to achieve qualitative and quantitative targets Manpower forecasting and ensuring field force planning is executed MOM based on the requirement  Maintain and orderly workflow according to priorities Create engaged customers for up gradation and facilitate organic growth to the organization Organized Visit to the trade and customer to measure the Quality of Service and Satisfaction

Bangalore

Accountabilities: Reviewing the Key Performance Index such as Customer Satisfaction, Dealer Satisfaction, CS Cost, Revenue and Spares Management and taking corrective actions for precise results Defining the service standards and ensuring compliance to the norms Identifying areas of improvement and executing process modifications to enhance operational efficiencies Value Addition in the entire service operation functions &coordinating with the branch team for providing solution Tracking total service calls, ensuring proper service network, Infrastructure and route planning through Branch Team to ensure lesser response time, TAT and faster speed of service Pro-Active planning during festival occasions, to handle installation loads with intact Manpower based on the proposed sale volume Achieving revenue targets as set by Corporate in terms of EWC through Authorized Service CentersNotable Credits: Effective Execution of Optimized Service Network in Bangalore City, thus improving the TAT from 30% to 54% Notable improvement in Over all Reduction of Pending calls from 1868 to 712

Bangalore

 Monitoring the Key Performance Index such as Customer Satisfaction, Dealer Satisfaction, CS Cost, Revenue and Spares Management. Planning & Controlling complete service function with accountability on profit and Loss for South Zone Defining the service standards and ensuring compliance to the norms Identifying areas of improvement and recommending process modifications to enhance operational efficiencies Assisting in the entire service operation functions &coordinating with the branch team for providing solution Tracking total service calls, ensuring proper manpower and route planning through Branch Team to ensure lesser response time, TAT and faster speed of service Pro-Active planning during festival occasions, to handle installation loads with intact Manpower based on the proposed sale volume Achieving revenue targets as set by Corporate in terms of RCP for all Brands ,Spares,Accessory through Service Business Partners and SPDNotable Credits: Significant growth on Revenue through point schemes, and a growth of 50% on RCP Conversion and Value Target PAN INDIA Notable improvement in Customer Satisfaction Ratio from 72% to 88% in metro cities Bagged Award for a significant reduction in Attrition Rate of 3% from 27%

 Monitoring the Key Performance Index such as Customer Satisfaction, Dealer Satisfaction, CS Cost, Revenue and Spares Management. Ensuring reduction of CS Cost by providing trainingto field engineers to reduce spares consumption, quality repairing and technical guidance from the corporate. Achieving revenue targets as set by the corporate in terms of AMC for LG Products, Spare, Accessory, Compressors and Stabilizer Sales through ASC/ASP, Spares Parts Dealers and Retail Dealers. Planning the Service Marketing Activity for creating awareness by conducting Free Service Camps during summer and Festive Season.

Coimbatore

 Monitoring the Organizational Key Performance Index such as TAT, SRR and RRR. Planning the additional support to the ASCs to support dealers during festival season. Visiting ASCs, Retail Dealers,Sales and Service Dealers of Air Conditioners and Distributors

 Analyzing consumption of major spares Such as Heating Elements, Thermostats and Inner Containers which get worn out withinguarantee.  Monitoring the AMC activities for additional revenues for the Service Dealer and for the organization. Ensuring quality feedback on the product every fortnight to avoid bottlenecks.

Coimbatore Area, India

Accountabilities: Overseeing the Complaint Management; compiling reports such as KPI on monthly basis to understand the failure rate on every aspect such as Compressors, Gas Charging, Stabilizers and Mirror Complaints.Notable Credits: Significantly handled the key clients such as Pepsi Cola India Marketing Company, Amul, Mother Diary, Quality Walls, Cadburys, Kit Kat and Tropicana. Dexterously implemented the Service Franchisee in the remote areas for cateringthe service to commercial customers. Effectively conducted Joint Service Campaign in various parts of Tamilnadu to improve the Aesthetics/Functionality of Pepsi Cooler being supplied by Voltas Ltd.