Ajay Kumar
Customer Service
Bangalore
Summary
Energetic and Passionate professional with 15+ Experience in Consumer Durable, Consumer Electronics & IT/IT Peripherals & Aircon after sale services in North & South India. Throughout my tenure with multiple organization, Now I am specialized to manage and build a strong team to cater the services with cost optimization, speedy and wow customer experiences. I have given a strong service network to the companies. Education - Professional Diploma (IT) from Ch. Devi Lal Govt. Polytechnic, Nathusari Chopta SIRSA (Haryana) with 64% aggregate in 2004. BSC-IT (Distance) from Punjab Technical University, Jalandhar (Punjab) with 65% aggregate in 2010. MBA from Sikkim Manipal University. Dedicated After Sales Service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
18
18
years of professional experience
Work History
Branch Service Manager
Oneassist Consumer Solutions Pvt Ltd
02.2022 - Current
- Currently Managing Service Operations for Karnataka & Kerala
- Managing EW & AMC Customers Services throw-out the region
- Manpower Planning with Respect to Volume trends
- Successful Boarding of Domestic to Commercial sites [VRV/VRF & HVACs] under AMC thoroughly inspection and pre repair activities
- Managing Service Network, Appointing New Service Franchise, Franchise performance,
- Ontime Payouts and Training through concern Team
- Maintaining and improving KPIs for the Region, NPS, Speed, Repeat, Cost and Revenue through AMC Sale
- Central PIC for the Sales and HO Management for the Area/Branch.
Assistant Manager Services
Oneassist Consumer Solutions Pvt Ltd
01.2018 - 01.2022
- Managing Service Operations for Rajasthan/Delhi NCR/Haryana/Punjab/JK & HP
- Managing EW & AMC Customers Services throw-out the region
- Manpower Planning with Respect to Volume trends
- Successful Boarding of Domestic to Commercial sites [VRV/VRF & HVACs] under AMC thoroughly inspection and pre repair activities
- Managing Service Network, Appointing New Service Franchise, Franchise performance,
- Ontime Payouts and Training through concern Team
- Maintaining and improving KPIs for the Region, NPS, Speed, Repeat, Cost and Revenue through AMC Sale
- Central PIC for the Sales and HO Management for the Area/Branch.
Assistant Manager
Intex
01.2015 - 01.2017
- Managing entire Authorized Service Centers network in State for smooth working of after sale support to achieve SLA and to fulfill business requirement
- ASC Evaluation, Appointing & Closure
- ASC Management (Balance, MSL and Infrastructure)
- ASC Audit
- Daily Call Closure and Transaction (Defective and Good stock movement)
- Channel Feedback and Service Improvement
Assistant Manager
Jaina Marketing & Associates
01.2014 - 01.2015
- Karbonn Mobile)
- Managing entire Authorized Service Centers network in territory for smooth working of after sale support to achieve SLA and to fulfill business requirement
- ASC Evaluation, Appointing & Closure
- ASC Management (Balance, MSL and Infrastructure)
- ASC Audit
- Daily Call Closure and Transaction (Defective and Good stock movement)
- Channel Feedback and Service Improvement
Assistant Manager
Intex
01.2011 - 01.2014
- Managing entire services operations in Punjab state for entire range of Intex products,
- Telecom, IT Peripheral and Consumer Durable
- We have one State Level TRC at Ludhiana for L3&L4 Repairing with the team of 14 Employees
- And four satellite TRC’s & three ICP for IT Peripheral and Consumer Durable Service with the team of 10 Employees
- And for
- Telecom Division we have 35 operational Intex Care Partners (ICP’s) in Punjab
- Service Delivery, Breakdown service, Mandatory service
- Key Accounts Management of Key Franchisees
- Warranty Cost Control
- CSI (Customer Satisfaction Index) enhancement
- Recruiting Employees as per requirement.
Assistant Manager Services
eSys Information Technologies Pvt. Ltd
01.2010 - 01.2011
- RMA Management
- Replacement to Customer
- Vendor management for Warranty Claims
- Inventory Management
- Onsite Call Management.
Customer Support Engineer
eSys Information Technologies Pvt. Ltd
01.2006 - 01.2010
- PC/Laptops installations, Configurations and trouble shootings
- MS OS installations and trouble shootings
- Lotus Notes Version 8 or above installations, configurations and trouble shootings
- Citrix Client installations, configurations and trouble shootings
- Anti-Virus Management
- Patch management
- Data Backup & Restoring
- Ghost, Imaging
- Inventory Management Process
- MIS reporting
- Logistic Operations—For all India RMA movement
- Follow Up with Vendors for Replacement and Services Operations.
Customer Support Engineer
01.2004 - 01.2006
Education
Matriculation -
Board of School Education
10+2 - Com
Board of School Education
Skills
Customer Service
Accomplishments
- Six-week summer training from Bharat Sanchar Nigam Limited, TOHANA (Haryana)
- 15 Days training in Pc maintenance and assembling from C-DAC Mohali (Punjab)
- Basic fault tracking and testing training for Fuji Digital Cameras, organized by Fuji Film
- India
- Application Awareness
- MS-Office 2003, 2007, 2010, 2016, Office 365
- Microsoft Navision 4.0
- Lotus Notes client 8.5
- MS-Outlook
- CRM of Different Companies
- Programming Language & RDBMS Awareness
- Programming Language Known: -C, C++, Java, Visual Basic, Html, VBScript, ASP, Advance
- Java, C# .net
- Database Knowledge: - Oracle, FoxPro, MS SQL Server 2000.
Timeline
Branch Service Manager
Oneassist Consumer Solutions Pvt Ltd
02.2022 - Current
Assistant Manager Services
Oneassist Consumer Solutions Pvt Ltd
01.2018 - 01.2022
Assistant Manager
Intex
01.2015 - 01.2017
Assistant Manager
Jaina Marketing & Associates
01.2014 - 01.2015
Assistant Manager
Intex
01.2011 - 01.2014
Assistant Manager Services
eSys Information Technologies Pvt. Ltd
01.2010 - 01.2011
Customer Support Engineer
eSys Information Technologies Pvt. Ltd
01.2006 - 01.2010
Customer Support Engineer
01.2004 - 01.2006
Matriculation -
Board of School Education
10+2 - Com
Board of School Education