Oct 2022 – Jun 2023 · 8 mos · Rajkot, Gujarat, India · Remote

•  Key role & Responsibilities: Customer Service Operation Management :-
• Devising a method to ensure availability of basic infrastructure, hygiene to deliver good Customer experience at Service Centers.
• Developing an operational excellence by the implementation of Customer Service Process and Policies and imparting knowledge to the last person in Customer Service, i.e. Partner, Technician and CCOs at Service Center.
• Ensuring same day service of maximum number of calls and rest all within 3 days TAT.
• Ensuring same day GRN of good stock of part pending call and MSL.
• Ensuring to maintain MSM throughout of the month by ASP.
• Arranging MSL of part as per last 2 month part and accessory consumption and handset replacement.
• Ensuring quick arrangement of DOA handset after confirmation of DOA replacement.
• Assigning ASP for Service@ Home for selected model of smart phone.
• Audit and Process governance at Service Partners.
• Capable of handling escalations within time resolution of a Customer issue.
• Market and DBR visit to collect Customer’s mouth issue of feedback to ensure better product quality and excellent customer experience and taking corrective action timely for better service delivery.
• Monitoring Customer Satisfaction (C-SAT) through NPS and taking corrective actions timely.
• Reducing the cost of call (CPC) of mobile phone.
• Monitoring the warranty call entry in system as per Warranty base.
• Ensuring Product Knowledge/Repairing Skills improvement of Service
• Partner and repair Skill Enhancement of Technician.
• Service Asset Management :-
• Ensuring reverse challan shipment (Defective Parts, accessory, defective handset) must be picked up within 3 days from Service center.
• Good Spare Part inventory reconciliation as per process.
• Partner Life Cycle Management :-
• Smooth onboarding of new Service Partner to ensure serviceability of the territory is not impacted.
• Resolving service partner issues related to customer service, claim settlement etc.

Apr 2022 – Oct 2022 · 6 mos · Patna, Bihar, India · On-site

•  Key role & Responsibilities :
• Service operation analysis on daily basis
• Team management and co ordination
• Staff management
• Spare part management
• Revenue management
• Handling customer's complaint and provide quick solution
• Customer's dissatisfaction analysis
• Held weekly meetings to communicate tasks, delicate priorities to staff and agree on goals.
• Ensured employees continued to work smoothly, efficiently and effectively by closely regulating operations, making changes where necessary.
• Closely monitored and supervised operations team, ensuring operational excellence and outstanding customer service.
• Coordinating logistics, including making shipping arrangements and following through to ensure proper delivery.
• Developed work rules, guidelines, policies and processes for company employees based on complaints and inefficiencies detected

Oct 2015 – Apr 2022 · 6 yrs 6 mos · Chandigarh, India · Remote

Nov 2013 – Sep 2015 · 1 yr 10 mos · Noida, Uttar Pradesh, India

• 1.Finding the customer complain(symptom) from GSPN.
• 2.Trouble shooting and replacing affected component on main board.
• 3.To give training to new joining.
• 4.Power testing like charging current ,sleep current,etc checking through Power tester.
• 5.Functional and calibration date checking directly or using some code.
• 6. Quality Checking.
• 7.Mobile applications testing like SMS,MMS etc.
• Test planning & implementation for smart phone.
• Indicating the current status (pass or fail) of PCBA on GSPN.
• Giving assurance for quality and sending the PCBA for deliver.
• To ensure continuous improvement and defect prevention.
• Making Engineer Daily Report(EDR).