Prateek Gour

Operations Associate

Bhopal, Madhya Pradesh, India11 yrs 1 mo experience
Highly Stable

Key Highlights

  • Proven track record in retail management.
  • Expertise in customer service operations.
  • Strong leadership and team development skills.
Stackforce AI infers this person is a Retail Management Professional with extensive experience in customer service operations.

Contact

LinkedIn

Skills

Core Skills

RetailService DeliveryCustomer Service ManagementDecision-making

Other Skills

Small Team ManagementService OperationsDelegationTeam LeadershipTeam ManagementTeam MotivationCommunicationEmotional IntelligencePersonal DevelopmentProblem SolvingOffice 365SpreadsheetsMicrosoft Excel

About

As an Deputy Manager (Area Service Manager) at Reliance Retail, I oversee the daily operations of one of the largest and fastest-growing retail chains in India, with a focus on customer satisfaction, sales growth, and employee development. I have a bachelor's degree in Business Administration and Management from AISECT University, and I have been working in the consumer durable industry for ten years. I have acquired multiple certifications from LinkedIn in managing teams, preparing for successful communication, and developing my emotional intelligence. These skills have enabled me to effectively delegate tasks, motivate and empower my team, and handle challenging situations with confidence and professionalism. I am passionate about retail management and I strive to deliver excellence and innovation in every aspect of my work.

Experience

11 yrs 1 mo
Total Experience
3 yrs 1 mo
Average Tenure
1 yr 9 mos
Current Experience

Samsung india

Area Service Manager

Jul 2024 – Present · 1 yr 9 mos · Bhopal, Madhya Pradesh, India · On-site

Reliance resq

Area Service Manager

Dec 2019 – Jul 2024 · 4 yrs 7 mos · Madhya Pradesh, India · On-site

  • Managed Customer Service Operations for resQ (Multi Brand Multi products Service arm of Reliance Digital) covering Consumer Durables & IT products - Small Domestic Appliances, Mobiles, Laptops, Consumer Electronics, Home Appliances, Air Conditioners.
  • Develop Consumer Durable Service network in Madhya Pradesh – Search
  • and opened 24 Service centers at district level in Madhya Pradesh.
  • Ensure satisfaction of RD Stores, Dealers and Distributors and sales team.
  • Coordination with other brands (Whirlpool, samsung, Voltas, LG) for resolving
  • customer's concern.
  • Provide technical inputs, guide on repair solutions to team and ensure
  • resolution at Customer end.
  • Ensure Company's and Service center's financial metrics (including claims &
  • repeats) is managed with maximum efficiency, profitability and ROI.
  • Ensure revenue generation through ResQ Care Plan and Accessories sales.
  • Track & Drive SLA's, achieve targets and enhance results for assigned service
  • center.
RetailService Delivery

Videocon consumer durables

Area Service Incharge

Jan 2018 – Apr 2019 · 1 yr 3 mos · Bhopal, Madhya Pradesh, India · On-site

  • Track & Drive SLA's, achieve targets and enhance results for assigned service
  • center
  • Ensure revenue and gross profitability of appliances spare department
  • Ensure that warranty claims are to be dispatch From Franchise and these
  • claims settled in time
  • Resolve escalated customer complaints and concerns those require
  • personal intervention
  • Trace causes of repeat complaints on appliances and take corrective steps
  • for avoiding such occurrences in future
  • Ensure that replacement process to be done for on justified reason & record
  • to be maintained.
Customer Service ManagementDecision-Making

Voltas ssd

Team Leader

Jun 2014 – Dec 2017 · 3 yrs 6 mos · Bhopal, Madhya Pradesh, India · On-site

  • Provide administrative support to engineers.
  • Handling Annual Maintenance Contracts of government departments.
  • Handle tendering process of government departments and banks
  • Handle Split and duct able Air Conditioner Products, Deep freezers, Water
  • coolers and store department
  • Manage day to day technician team, project and fast identification and
  • implementation
  • Resolve escalated customer complaints and concerns those require
  • personal intervention
  • Trace causes of repeat complaints on appliances and take corrective steps
  • for avoiding such occurrences in future
  • Ensure that replacement process to be done on justified reason & record to
  • be maintained
  • Solve routine service related problems(spare quality, equipment malfunction,
  • breakdown etc)
  • Ability to analyze situations, identifying issues, evaluates alternatives and
  • promotes solutions.
Service DeliveryCustomer Service Management

Education

AISECT University - India

Bachelor's degree

Jan 2011 – Jan 2014

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