Abhishek Soni
Jaipur
Summary
Dedicated CUSTOMER SERVICE DELIVERY MANAGER with 15 years of experience in “Customer Service Industry”. Consistently achieve high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations.
Overview
16
16
years of professional experience
Work History
Deputy Manager of Operations
Franke Faber India Pvt Ltd
Jaipur
06.2024 - Current
- Handling all services franchise service request & evaluation target.
- Distributor/Dealer-Sub Dealer, Customer Grievances & coordinating with retailer over service issue.
- Handling Customer, VOC & Social Escalation.
- Monitor to Service Team and Mange to all technician Productivity.
- Achieve to company Evaluation & revenue Targets.
- Develop new service vendor as per company norms.
- Handling all defective & damage case of Dealer/ distributor.
- Regular Audit to Service franchisee as per company parameters.
- All replacement process as per company norms & Policy.
- Regular Visit to all service franchisee/ distributor & dealers.
- Regular Distributor/Dealer-Sub Dealer Visit for defective & damage unit’s solutions & records.
- MSL plan for all ASC for season period.
- Forecasting of ASC team for season and arrange to training session of new model launched in Market.
- Aware to Service team about Sale Target and plan accordingly.
Field Operations Manager
Dish TV India Limited
Bharatpur
08.2022 - 06.2023
- Handling all service Franchisee Service Request & Evaluation Target.
- Distributor/Dealer-Sub Dealer, Customer Grievances & coordinating with retailer over service issue.
- Handling Customer, VOC & Social Escalation.
- Monitor to Service Team and Mange to all technician Productivity.
- Achieve to company Evaluation & revenue Targets.
- Develop new service vendor as per company norms.
- Handling all defective & damage case of Dealer/ distributor.
- Regular Audit to Service franchisee as per company parameters.
- All replacement process as per company norms & Policy.
- Regular Visit to all service franchisee/ distributor & dealers.
- Regular Distributor/Dealer-Sub Dealer Visit for defective & damage unit’s solutions & records.
- MSL plan for all ASC for season period.
- Forecasting of ASC team for season and arrange to training session of new model launched in Market.
- Aware to Service team about Sale Target and plan accordingly.
Area Service Manager
Orient Electrical India Limited
Jaipur
07.2019 - 07.2022
- Handling all service Franchisee Service Request & Evaluation Target.
- Distributor/Dealer-Sub Dealer, Customer Grievances & coordinating with retailer over service issue.
- Handling Customer, VOC & Social Escalation.
- Monitor to Service Team and Mange to all technician Productivity.
- Achieve to company Evaluation & revenue Targets.
- Develop new service vendor as per company norms.
- Handling all defective & damage case of Dealer/ distributor.
- Regular Audit to Service franchisee as per company parameters.
- All replacement process as per company norms & Policy.
- Regular Visit to all service franchisee.
- Regular Distributor/Dealer-Sub Dealer Visit for defective & damage unit’s solutions & records.
- MSL plan for all ASC for season period.
- Forecasting of ASC team for season and arrange to training session of new model launched in Market.
- Aware to Service team about Sale Target and plan accordingly.
Area Service Incharge
Haier appliances India Pvt Ltd
Jaipur
07.2011 - 11.2019
- Handling all service Franchisee Service Request & Evaluation Target.
- Distributor/Dealer-Sub Dealer, Customer Grievances & coordinating with retailer over service issue.
- Handling Customer, VOC & Social Escalation.
- Monitor to Service Team and Mange to all technician Productivity.
- Handling to Company service VAN TAT.
- Achieve to company Evaluation & revenue Targets.
- Develop new service vendor
- Handling all defective & damage case of Dealer/ distributor.
- Visit to 6 Customer every month for Company Product & service feedback.
- All replacement process as per company norms & Policy.
- Regular Visit to all service franchisee.
- Regular Audit to Service franchisee as per company parameters.
- Regular Distributor/Dealer-Sub Dealer Visit for DVR.
- MSL plan for all ASC for season period.
- Forecasting of ASC team for season and arrange to training session for all Technician of new model launched in Market.
- Aware to Service team about Sale Target and plan accordingly.
- Achieve All Revenue target as per given company targets and Daily Meeting arrange with Service Technician for AMC as per company norms.
Call Coordinator
Macro merchants
Jaipur
12.2008 - 07.2011
- Handing service of Whirlpool , KAFF & Philips Electronics.
- Handling of Cash.
- Achieve AMC & revenue Target.
- Handling Customer Queries & Complaints
- Handling Service center store & Inventory Management.
Education
Bachelor of Commerce From Rajasthan University - Accounting And Finance
University of Rajasthan
Jaipur 05-2015
Engineering Course - Career And Technical Education
Board of Technical Education
Jaipur 05-2012
Diploma in Office Automation & Designing Course - Computer And Information Systems
Ameria Institute
Jaipur 03-2010
Skills
- MS Office, Outlook, Power Point, Word & Excel
- Knowledge in CRM, GSIS & SAP
- Make the PPT as per company format
- Good Learner & Positive Attitude
Languages
English
Intermediate
B1
Hindi
Upper Intermediate
B2
Timeline
Deputy Manager of Operations
Franke Faber India Pvt Ltd
06.2024 - Current
Field Operations Manager
Dish TV India Limited
08.2022 - 06.2023
Area Service Manager
Orient Electrical India Limited
07.2019 - 07.2022
Area Service Incharge
Haier appliances India Pvt Ltd
07.2011 - 11.2019
Call Coordinator
Macro merchants
12.2008 - 07.2011
Bachelor of Commerce From Rajasthan University - Accounting And Finance
University of Rajasthan
Engineering Course - Career And Technical Education
Board of Technical Education
Diploma in Office Automation & Designing Course - Computer And Information Systems
Ameria Institute