AJAY KUMAR VERMA
Bilaspur
Summary
Service Operations professional with over 7 years of experience in the Home and Kitchen Appliances industry, specializing in territory and after-sales service management. Proven expertise in managing end-to-end service operations, coordinating with service technicians, dealers, and authorized service franchises to ensure optimal TAT, and service quality. Strong background in customer complaint resolution, escalation handling, and NPS improvement, resulting in enhanced customer satisfaction and retention. Adept at driving revenue growth through AMC/CMC sales, spare parts sales, and warranty management. Experienced in MIS reporting, Excel-based analysis, billing, and operational efficiency improvement across assigned territories.
Overview
8
8
years of professional experience
Work History
Service Coordinator
Whirlpool Service Center
07.2018 - Current
- Supervised daily service operations, and coordinated with service technicians to ensure timely job closure.
- Maintained and monitored service records, MIS reports, and call pendency.
- Resolved customer complaints and escalations, improving TAT through optimized scheduling and resource allocation.
- Managed billing processes, warranty approvals, AMC/CMC tracking, and service performance reports.
- Coordinated with regional teams, dealers, and service vendors to ensure operational efficiency.
- Handled territory management for after-sales service operations in the Home and Kitchen Appliances industry.
- Drove revenue growth through AMC/CMC sales, spare parts sales, and customer retention initiatives.
- Conducted customer calling for AMC generation, service feedback, and NPS improvement.
- Focused on service quality improvement, customer satisfaction, and operational efficiency.
Education
B.Sc. -
Bilaspur University
Bilaspur01.2017
Higher Secondary -
CGBSE
Hirimines Bilaspur01.2013
High School -
CGBSE
Hirimines Bilaspur01.2011
1 Year Basic Computer Course -
Technosis Education
Hirimines01.2010
Skills
- Service Operations Management
- Technician Coordination
- Job Card Management
- Spare Parts & Inventory Control
- Warranty & AMC Handling
- Documentation & Reporting
- Complaint Resolution
- Scheduling & Route Planning
- Workshop Coordination
- Quality Inspection
- Advanced Excel
- Google Sheets
- Email Handling
- SAP CRM
- Siebel HTIM CRM
- Data Entry & Record Management
- Team Handling
- Time Management
- Decision Making
- Multi-tasking
- Vendor Coordination
- Positive Attitude
- Strong Work Ethic
- Quick Learner
- Attention to Detail
- Adaptability
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.
Personal Information
- Hobbies: Highly enthusiastic and consistently motivated to learn and take initiative. Maintains a positive attitude in challenging situations and contributes to a supportive, productive work environment.
- Father's Name: Bahoran Lal Verma
- Mother's Name: Aghaniya Bai
- Date of Birth: 08/08/93
- Nationality: Indian
- Marital Status: Married
- Religion: Hindu
Timeline
Service Coordinator
Whirlpool Service Center
07.2018 - Current
B.Sc. -
Bilaspur University
Higher Secondary -
CGBSE
High School -
CGBSE
1 Year Basic Computer Course -
Technosis Education