1. Developed and executed customer service strategies to enhance customer experience and loyalty.2. Managing the customer service team, including hiring, training, and performance management.3. Set and achieved customer satisfaction targets, metrics, and benchmarks.4. Collaborated with cross-functional teams (e.g., sales, marketing, product) to ensure alignment and effective issue resolution.5. Driving process improvements, automation, and technology adoption to increase efficiency and effectiveness.6. Analyze customer feedback, complaints, and trends to identify areas for improvement.7. Developed and managed budgets, resources, and vendor relationships.8. Fostering a customer-centric culture throughout the organization.9. Provide executive-level reporting, insights, and recommendations to the Board.10. Staying up-to-date with industry trends, best practices, and regulatory requirements.Key Metrics:1. Network management & Availability.2. Net Promoter Score (NPS)3. First Response Time (FRT) and Resolution Time (RT)4. Customer Retention and Loyalty5. Team performance and engagement metrics6. Service cost management and ROI7. SLA & TAT, Spare Parts Planning & Logistics.8. Quality of Repairs.9. Technical Support, Training & Innovation.10. Contact Centre Management.11. Service Revenue Enhancement.

Service OperationsFrom: June 2015● Field Service Operation ● Service Channel Management● Budgeting & Cost Control ● Repair Factory, L4 & Refurbishment● ODM Management ● Product Support & Consumer Experience● Compliances & Procedures ● Premium Service Implementation & Management(B2C)● LTP Calls Service Delivery for REF, RAC, WM, Microware.Training and Tech. SupportFrom: May 2020● Training management of Entire Service Team ● Service Engineer Quality● New Engineers Induction● Development of Product Specialist Service Engineer● Service Engineers Categorisation & Certification● NPI Training & Certification.● Content Preparation & Audit.● FAQ Management and Customer DIY Process.IoT & AIFrom: July 2020● Service operation of Entire MirAIe Range.● Technical Support & Service Management of IOT/AI.● Training & Field Support.● Installation & Repairs.Connected Home Solutions & ProjectsFrom: Feb 2021● PDI, Installation & On boarding.● Commissioning & Demo.● Training & Field Support.● Repairs and Management for connected Consumer Durable Products.

Key Responsibilities:• Service Network enhancement and standardisation.• Network Expansion basis set guidelines.• Innovation in service operation to enhance customer satisfaction.• Conceptualise and implementinh unique service experience for customers.• Concept design & process management for Service centre operations.• Process management & implementation of service centre elements.• Audit and monitoring Service Centre enhancement across country.• Manages entire budgeting, Planning, provisioning and strategy for service centre Enhancement.• Responsible for expending network infrastructure which includes Network planning, project solution and execution.

Key Responsibilities:•Supporting and assisting the CTO in achieving the Organization Strategy for customer service & Technology.•Handling DOT & TRAI for License requirement and statuary compliance.•Responsible for Audits, ISP Inspections and SACFA clearance for the region.•Handling new product testing & implementation along with reverse engineering.•Handling product identification and innovation.•Responsible for timely approvals for new products by govt. bodies.•Responsible for Effective liaison with various departments within and outside the organization to gain support and resolve issues.•Coordinating and managing resources, facilitating inter departmental/ inter office communications. •Responsible for ensuring that Systems and Procedures as laid down by management are strictly complied with & also provide inputs for possible improvements in the service.•Organizing, analysing, interpreting and evaluating results based on which providing practical cost effective solutions.•Managing strategy implementation, in particular regarding budgets and timelines.•Managing and delivering organizational training requirements.•Periodically reviewing Key Performance Indicators and ensuring that these are aligned with Service Level Agreements.•Developing detailed project plans including milestones, timelines, risk assessment / mitigation and facilitation of scope management.•Responsible reporting timely & accurately to Management on financial & operational deliverables.•Identifying, facilitating and implementing process improvement ideas to improve efficiency.•Conducting frequent reviews of Budget, Target, Revenues, Resources and Inventory to implement suitable and timely actions•Responsible to recommend cost effective solutions to address business challenges and / or opportunities.•Managing procurement and service admin functions.

APM & Customer Service:•Handling T.E.R.M (VTM), DOT for the Circle.•Deals with different government bodies like DOT, TRAI and VTM.•Manages all risk activities with support of circle risk manager.•Responsible for subsidy claims from Department of Telecommunication (DOT).•Manages entire budgeting, Planning, provisioning, distributor and agencies payout. ••Manages entire refund process of customers.•Manages different marketing drives with support from Marketing.•Inward and outward call centres management & performance.Installation, Repairs & Customer Service Delivery:•Responsible for end to end management of installation & Repair function of Tata Indicom Rajasthan.•Managing a setup of 127 Channel partners and 17 service agencies across Rajasthan.•Responsible for SLA adherence of Direct & Indirect complaints.•Management of spare Inventories & Refurbishment of service stocks.•Handling Channel issues & Payouts and responsible for channel satisfaction index.Collection & Retrieval:•Responsible for collection from higher bucket.•Directly responsible for faulty stock management & retrieval of units from churned customers. •Managing recovery of Nonperforming assets.•Handling Bad debts and recovery from L4+ bucket.Retention & Customer Loyalty:•Responsible for customer retention from Grace+4 & L1 to L3 buckets.•Managing Usage & Revenue activities at circle.•Handling predictive churn management process.•Responsible for all customer loyalty activities at circle. Achievements at TTSL:• Managed to receive 52.64 corer USO subsidy from DOT, highest ever subsidy to be received by any telecom service provider for R Dels.•Brought service performance of TTSL Rajasthan nationally number 1 from last position in just six months of joining.•Received the Star & Super star award for best service head.•Received the Super star award for best service team.•Managed to build a strong and high performing team which is appreciated nationally.

Handling IDC Services for Rajasthan, Delhi NCR & UP West.Management & Performance of Canon Care Centres across the given Region.Responsible for Service Performance of entire Indirect Service Channel.Directly responsible for warranty management & Cost.Service performance & SLA management.Responsible for Service satisfaction scores, customer loyalty.Management of spare inventory across service channel.Responsible for providing daily, weekly & Monthly reports on service management.

•Handling major services projects Of Hewlett Packard In Northern Region.•Handling Major Multi Location Customers for Hewlett Packard, Which Includes Clients Like Income Tax dept., Bank Of Punjab, HSBC, Pepsi, Maruti, National Insurance Corporation, Allahabad Bank, Agilent Technologies, Bank of Maharashtra, KPMG, Exide etc.•Taking care of 24x7 ISO products support. •Managing all service activities for these clients, this includes managing partners, 3rd Party vendors, and scheduling the right person for servers and workstations, arranging parts & inventories etc.•Coordination with Singapore, Canada & US offices for smooth flow of information and technical details.•First hand contact point for all technical and non-technical Issues.•Compiling daily, weekly and monthly MIS reports for all regional & Asia Pacific accounts.•Handling all Escalations, and resolving them with proper coordination between different offices and locations and with help of Customer Advocacy Dep’t.•Using Different SAP & ERP Based Software & Application For Service Process.•Enhancing and developing new strategies for smooth functioning of Hewlett Packard personalized services.