Abhishek Singh
Delhi
Overview
6
6
years of professional experience
Work History
Area Service Manager
Lixil India Pvt Ltd
01.2025 - Current
- Oversee day-to-day operations of authorized and direct service centers to ensure high-quality customer service and efficient workflow.
- Manage and coordinate a team of technicians and support staff across Gujrat service locations.
- Implement service policies and procedures to maintain consistency and compliance with company standard
- Monitor service metrics and KPIs to identify areas for improvement and drive operational excellenc
- Handle escalated customer complaints and resolve complex service issues promptly to ensure customer satisfaction
Operations Manager
TVS Electronics Limited
03.2024 - 01.2025
- I am managing the service operations for the ASUS brand in the North region, overseeing 13 authorized service centers and 3 direct service centers.
- I ensure TAT and KPI achievement for the brand's two types of services: Carry-in and Onsite.
- I am responsible for service delivery planning and daily monitoring of call closures, ensuring smooth operations at service centers.
- Responsible for managing the attendance and travel allowances of direct center technicians.
- I handle the OOW (Out of Warranty) business with ASPs and am responsible for collecting OOW payments in my region.
- Coordinate with the brand and ASPs to resolve queries and issues, and I am also responsible for maintaining the relationship between the brand and the company.
- Responsible for handling ASP queries related to payments and other service delivery matters.
- Manage all escalations related to complaints and am responsible for ensuring suitable resolutions.
Back And Store Officer
Infiniti Retail Limited
06.2022 - 01.2024
- Check/validate Job sheet/Photos/reports shared by team and ensure 100% correct data/details capture/ update for every call in System. Responsible for closure TAT of calls in CRM with relevant details/documents upload.
- Confirm with Customer on resolution, Charges, spares used before closure of each call.
- Ensure zero calls rejection due to improper/incomplete details upload.
- Monitor Hold Calls, Wrong Model/Serial number calls & insufficient information/data calls and coordinate to ensure resolution timely.
- Share continuous inputs with team to improve quality and process adherence.
- Follow SOP's and policies laid down by Company and ensure 100% compliance.
- Ensure Charges collected from Customer are captured in system against a recorded document (TCR/ Invoice) for easy accounting /transparency by coordinating with commercial officer.
- Ensure Spares consumption is posted in system against respective call and techie with a recorded document from Stores Officer.
- Responsible for consume the spares in call by coordinating with store officer Maintain Logic and File Job sheets/TCR's/Invoices in box files Month wise for easy reference for audits. Coordinate with all stakeholders to ensure KPI's are met.
- Arrangement & Management of Spares, Accessories, Consumables Inventory with Rack & Bin system as per classification.
- Maintain Minimum Stock Levels(MSL) with Buffer Stocks continuously to avoid shortage.
- Inventory Order, consumption, return in a timely manner and on continuous basis with necessary controls as per SOP's. Follow SOP's and policies laid down by Company and ensure 100% compliance.
- File and Maintain physical documents/records for each transaction with System updating capturing all relevant data & details as per SOP Reconcile spares/accessories issuance/consumption/return for each techie on a day to day basis and ensure checks and balances as per SOP.
- Coordinate with internal, cross functional stakeholders (Finance, Logistics, Spares Management Team, Vendors, etc) to ensure solution is provided, timeline is adhered. Ensure Fraud Control, Cost Control, avoid spares claims rejections and Insurance claims.
- Perform Stock audits – Physical Inspection regularly and submit report to management.
- Ensure shrinkages are audited and actions taken to maintain Inventory hygiene.
Service Supervisor
Eight Service and Solution- Koholer Service Center
08.2021 - 06.2022
- Led a team of 13 technicians, managing a monthly call volume of Approx 600, focused on driving service revenue.
- Proactively addressed customer inquiries, promoting additional services like cleaner products for upselling opportunities.
- Increased revenue through AMC sales, service charge collections, and selling cleaners during service visits.
- Organized regular visits to sales points and dealers, emphasizing the promotion and get feed back of market.
- Built strong relationships with customers and stakeholders, leading to improved trust, loyalty, and cleaner product sales.
- Adhered to company processes to ensure efficient service delivery while incorporating cleaner upsells.
- Generated comprehensive field reports and MIS reports to track performance and identify revenue.
- Facilitated seamless coordination between clients, the company, and customers, enhancing cleaner sales during service.
- Worked on key performance indicators such as TAT, revenue, D-SAT, part sales, and cleaner sales, consistently achieving targets.
Service Supervisor
Fair Services And Solution
10.2019 - 08.2021
- Supervised and mentored a team of 10 Field Technicians and 2 Coordinator, ensuring seamless collaboration and efficient workflow management.
- Spearheaded the updating of complaints for each brand on the CRM system, meticulously tracking and resolving all open and pending calls to maintain high customer satisfaction levels.
- Oversaw the prompt resolution of all customer complaints by providing necessary parts to technicians and managing the report of pending calls for part and unit replacement processes, ensuring timely resolution and minimizing downtime. Managed escalations with tact and efficiency, swiftly resolving issues to uphold brand reputation and customer loyalty.
- Established effective communication channels with clients, customers, and brand representatives, fostering strong relationships and ensuring alignment with organizational objectives.
- Managed all defective parts and product reports, implementing proactive measures to address quality issues and improve product reliability.
- Maintained meticulous records of customers and dealers, managed employee salaries, and upheld attendance records with precision and attention to detail.
- Implemented and monitored all brands' working TAT, ensuring adherence to timelines and delivering exceptional service quality within stipulated deadlines.
- Enforced strict adherence to organizational processes and standards, ensuring all repair processes were meticulously followed at every stage to deliver consistent and high-quality service.
- Cultivated and nurtured relationships with potential customers and company stakeholders, leveraging strong interpersonal skills and strategic communication to drive business growth and customer satisfaction.
- Corresponded with brand representatives and compiled comprehensive field reports, contributing to the preparation of Management Information System (MIS) reports, facilitating data-driven decision-making and operational excellence.
- Arrange to provide ongoing training and development opportunities for field technicians to enhance their skills and knowledge, ensuring they remained updated with the latest industry trends and best practices.
- Conducted regular performance evaluations for field technicians and the coordinator, identifying areas for improvement and implementing strategies to enhance team productivity and efficiency.
- Implemented continuous improvement initiatives to streamline processes, reduce costs, and enhance overall service delivery, contributing to the company's growth and success.
Education
Bachelor Of Arts -
University Of Delhi
10th Standard - undefined
Central Board of Secondary Education
12th Standard - undefined
Central Board of Secondary Education
Timeline
Area Service Manager
Lixil India Pvt Ltd
01.2025 - Current
Operations Manager
TVS Electronics Limited
03.2024 - 01.2025
Back And Store Officer
Infiniti Retail Limited
06.2022 - 01.2024
Service Supervisor
Eight Service and Solution- Koholer Service Center
08.2021 - 06.2022
Service Supervisor
Fair Services And Solution
10.2019 - 08.2021
10th Standard - undefined
Central Board of Secondary Education
12th Standard - undefined
Central Board of Secondary Education
Bachelor Of Arts -
University Of Delhi