Aug 2019 – Feb 2023 · 3 yrs 6 mos · Pune, Maharashtra, India

Dec 2017 – Jul 2019 · 1 yr 7 mos · Pune, Maharashtra, India

• Head of Customer Service for Apple Premium Service Centres across Mumbai, Pune, Nasik.

Mar 2016 – Oct 2017 · 1 yr 7 mos · Pune Area, India

• ▪ People: Setup my own business and then managed a team of highly motivated Sales and Service Professionals to deliver Premium Customer Experience to Reliance Communications Customers and Acquire New Customers for Reliance Communications through Postpaid and Prepaid Sales.
• ▪ Operations Management: Meet Sales Targets, Manage end-to-end Process and Service Levels including key metrics like Customer Experience, Productivity and Quality.
• ▪ Sales Targets - Ensure Maximum but Quality Sales to ensure Zero/Minimum Claw back. Meet Channel Partner Sales Targets, Expand Business by Reaching out to customers through Activities.
• ▪ Customer Experience and Quality: Deliver on Customer experience metric by developing a strong customer-centric culture, executing on processes and adherence to quality.
• ▪ KRA: Responsible for Driving Own Business, Ensure Maximum Sales and Best in class Customer Experience with defined cost efficiencies. Ensure profitability of business.

Nov 2014 – Nov 2015 · 1 yr · Mumbai Area, India

• My primary job responsibility was Running 6 Apple Authorised Service Centres spread across Mumbai, Pune, Hyderabad for an Apple Authorised Service Partner RSG Infotech Pvt Ltd. I had a team of 6 Service Managers and 90 Customer Service Executives and Engineers who reported to me. I reported to the company director. I was responsible for running day to day operations and increasing profitability of the company and expanding into new cities and setting up operations there.

May 2007 – Feb 2014 · 6 yrs 9 mos · Hyderabad Area, India

• My primary responsibility was managing a team of 15-20 agents who used to provide technical support to Dell Customers over Phone, Email and Chat. We used to handle customers from US and Canada and support all Dell Products including Desktops, Laptops, Printers, Tablets, Servers, Networking, Operating System, all possible issues. Also responsible for service delivery, meeting SLAs, conducting appraisals, monthly 1x1s, HR related issues.

Dec 2005 – Jun 2006 · 6 mos · Pune Area, India

• Worked as a Customer Care Associate handling Incoming Calls resolving all queries and customer care/billing issues of Dell Customers calling from US and Canada.

Aug 2004 – Aug 2005 · 1 yr · Pune Area, India

• Inbound and Outbound Agent in Dell Technical Support providing Tech Support to Dell Customers calling from US and Canada reporting issues with their Desktops, Laptops, Printers, Windows OS.