Category Quality - 2022-23: AC Category | 2023-24: RWM CategoryCurrently Managing: UC Cover Audit Process• Designed and implemented a standardized screening and training process, improving partner selection accuracy by 20%(from 50% to 70%) and ensuring consistent service quality.• Recruited and onboarded a training team of 5 full-time and 80 temporary trainers, enhancing training coverage across India.• Mentored 15 city trainers on process adherence and quality assessment, leading to a 20% improvement in service quality metrics across regions.Singapore Training Setup• Established an AC screening and training process in Singapore within 15 days, incorporating field insights and increasing partner efficiency by 30%.• Developed comprehensive SOPs, post-field visits, aligning customer expectations with service standards, reducing complaints by 15%.• Recruited an off-role trainer and facilitated a train-the-trainer (TTT) program, certifying 2 trainers and scaling training capacity by 30%.• Conducted re-training sessions for 35 partners in Singapore, resulting in a 10% increase in first-time resolution rates.

South Cluster Lead• Guide and Manage day-to-day Challenges from South city Training and OperationsCity Quality• Partner Screening: Assessing the partner's Skill and intent before onboarding• Partner Technical & CSO Training: - Hands-on SOP Training and Soft skill & Communication training to keep customer experience the same across all partners• Partner Handholding: Handhold the poor-performing partners to improve their metrics and customer experience.

Samsung India Electronics Pvt Ltd, Chennai Regional Trainer for Home Appliance (South India)(Manpower group Employee Deputed at Samsung CS Academy)• Conducted induction training for newly hired service engineers, aligning them with company culture and enhancing customer satisfaction scores by 15%.• Delivered new product training for 1500+ service engineers ahead of product launches, ensuring 100% readiness for customer interactions.• Conducted re-training programs for underperforming service engineers, reducing repeat service visits by 30% and improving resolution efficiency.

PE Electronics Ltd., Bangalore Technical Training & Product support• Delivered technical and soft skill training to 850+ engineers across South India, resulting in a 25% improvement in customer satisfaction metrics.• Provided technical support to 800+ engineers across South India, reducing escalated customer complaints by 30%.• Conducted RRR call analysis and implemented a reduction plan, decreasing repeat call rates by 40% across South India.• Led QA analysis and approved RAN processes, ensuring adherence to quality standards and reducing process errors by 35%.• Developed and maintained service bulletins and spare part mappings in CRM, streamlining inventory tracking and reducing part mismatches by 25%.• Managed CCN approval processes, reducing Compressor replacement percentage by 60%

Hindustan Coca-Cola Beverages Pvt Ltd (HCCBPL), Bangalore CDE-Executive (Market) ASM• Oversaw and monitored 3+ service providers for field operations, achieving a 6Hrs TAT improvement in service response time and customer satisfaction.• Implemented customer-centric processes, leading to a 15% increase in trade satisfaction ratings across the Karnataka region.• Fostered cross-departmental collaboration, streamlining trade operations and reducing process bottlenecks.• Consistently met and exceeded service KPIs, including a 95% adherence rate to SLAs and a 10% improvement in cooler uptime across Karnataka.• Conducted market visits with STLs, ensuring cooler purity compliance across 50+ locations• Led warehouse operations, spare procurement, and refurbishment activities for the Karnataka zone, achieving 98% inventory accuracy and meeting refurbishment targets. • Coordinated with executives and service providers to meet 100% RFB targets, enhancing operational efficiency in the Karnataka zone.• Streamlined inventory management processes, ensuring 100% accuracy in warehouse and spare parts tracking.

Samsung India Electronics Pvt Ltd, Bangalore joined in 2005 as service Engineer• Attending field service complaints• Promoted as a Home Doctor for Hi-End Products on 2006• Attending high-end products (life-style refrigerators SBS and(FLT washing machine) Field service complaints• Maintaining the personal relationship with customers and dealers for better Product support• Giving Technical support to engineers.Promoted as a Branch Trainer on 01-01-2011.• Delivered soft skills and technical training to 300+ engineers in Karnataka, improving customer service metrics by 20%.• Contributed technical content to the Samsung GSPN site, enhancing knowledge sharing and problem resolution efficiency by 15%.• Developed impactful PowerPoint presentations for technical training, ensuring consistent delivery across 50+ sessions annually.• Addressed 100+ customer technical queries monthly, achieving a 95% resolution rate within SLA.• Liaised with factory R&D and quality control teams to resolve product quality issues, reducing defect rates by 10%.• Investigated and resolved product liability cases, leading to 100% accurate reporting and process improvements adopted nationwide.• Calls analysis & education of back-office staff and Area executives,• Part support to entire Branch,• Defective spares analysis,• B2B customers visit the B2B sales manager for tech support.• Supporting sales promotional activity with the marketing team.• Analyzing PL case (Burnt unit) in customer place Karnataka branch. (got appreciation mail for exact analysis report and that report has been circulated as an example to entire India)• Managed Regional Trainer Position for 6 months in Chennai RCSA

Godrej Appliance - ASC, Bengaluru • FIELDWORKTroubleshooting Rectifying appliances like refrigerators and washing machines• CUSTOMER CARE (Back office)Day to day Call allocation and Roote planAfter Service Call closer in CRM