Amar Sorati
Service Manager
Pune
Summary
Seasoned Service Manager bringing 10 years of Retail, E-Commerce experience in Consumer Durables. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Assistant Officer
Eureka Forbes Limited
Pune
12.2021 - Current
- Customer Retention
- Quick Paced customer service operations
- Handled administrative requirements, maintained records and submitted operational reports.
- Oversaw teams planning, implementing and realigning field and base operational strategies.
- Received and processed stock into inventory management system.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
- Settlement of Old Service Centers
- New Service Center Opening
- Vendor Management
- Business Revenue Generation Through AMC Renewals & Sell of Spares
Service Manager
Reliance resQ
Pune
05.2017 - 12.2021
- Clearing store stock set defectives amicably with brand negotiation
- Handling customer escalations & lowering returns inventory from customers end
- Responsible for managing the customer service function including all touchpoints, Voice, E-mail, Social Media & provide end to end solutions to all customers
- Engaging the organization in managing customer relationships, revenue & profits with new innovative service aspects
- Creating a persistent focus on the customer in the actions the company takes
- Manage daily Operations of Service Centre and responsible to meet SLAs through efficient processes & systems
- Own customer complaints & escalations and facilitate quick, optimum & personalized solutions
- Liaise with relevant departments specifically resQ, Ops, HR & Product training for continually improving CX & Customer service standards
- Share actionable information through VOC, Customer Insights, Service Quality, complaints & Escalations Analytics.
Customer Service Associate
Amazon Development Center India
Pune
03.2016 - 04.2017
- Assisting customers for North America in terms of product delivery & other ongoing offers
- Checking warehouse inventory for smooth operations, and product assistance.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided information regarding charge accounts and loyalty programs.
Regional Service Coordinator
Toshiba India Private Limited
Pune
11.2014 - 01.2016
- Monitoring day to day Demo installations calls and ensuring the closure within TAT
- Handling customer escalations, conducting Audit of ASP related to spares inventory, wall-mount brackets, MSL and spare parts consumption
- Arranging and conducting Training on new products launched
- Co-ordinate with Head office for replacement, and other customer queries
- Distributor/dealer visits for stock set defective units etc.
- Communicated professionally with colleagues, freelancers and clients.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
- Managed timely and effective replacement of damaged or missing products.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders and resolve item issues.
Customer Service Desk Associate
Infiniti Retail Limited
Pune
03.2012 - 11.2014
- Handling customer escalations, coordinating with brands to ensure smooth functioning of Demo/Installation, service queries for customer
- Action on customer requests within 4 hours & ensure Closure within 72 hours
- Maintained customer satisfaction with quick and professional handling of product returns.
- Investigated and resolved accounting, service and delivery concerns.
- Promptly responded to inquiries and requests from prospective customers.
- Trained staff on operating procedures and company services.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Trained new personnel regarding company operations, policies and services.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
SSC - Secondary Education
B T Memorial High School
06.2004 - 06.2005
HSC - Higher Secondary School
Board of Distance Learning
06.2008 - 07.2009
Bachelor of Arts -
Shobhit University
05.2015 - 05.2015
PG Program in Management -
IMT Ghaziabad
03.2022 - Current
Skills
After-sales support
Customer service management
Staff Management
Employee supervision
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Believe those who are seeking the truth. Doubt those who find it.
André Gide
Timeline
PG Program in Management -
IMT Ghaziabad
03.2022 - Current
Assistant Officer
Eureka Forbes Limited
12.2021 - Current
Service Manager
Reliance resQ
05.2017 - 12.2021
Customer Service Associate
Amazon Development Center India
03.2016 - 04.2017
Bachelor of Arts -
Shobhit University
05.2015 - 05.2015
Regional Service Coordinator
Toshiba India Private Limited
11.2014 - 01.2016
Customer Service Desk Associate
Infiniti Retail Limited
03.2012 - 11.2014
HSC - Higher Secondary School
Board of Distance Learning
06.2008 - 07.2009
SSC - Secondary Education
B T Memorial High School
06.2004 - 06.2005