Akash Bhadula

• Leading a skilled team of 5 Area Managers & 6 contractual team members with avg call volume of 17K.
• Service Center appointments and their running set up as per company standard & norms, support to Sales & Service Partners, Audit, Market & Customers visit and Key accounts.
• Revenue generation through AMC, Spares, Stabilizer and Accessories Sale (Business- 7 Cr in 2024)
• Analyzing the call load every month to control and monitor the suspicious calls, SOP's, Audits, Service Delivery practice and network correction.
• Ensuring quality of service delivery and managing parameters like TAT on daily basis, Service reminder and post service feedback.
• Product related feedback to manufacturing plant for product development.
• Consolidated the service network thereby ensuring strong and viable profitable network.

Highlights:

• Unit replacement reduction from 1.7% to 0.9% which helped to reduce impact on service cost
• Growth in revenue business by 35% over 2023 resulted in 7 Cr Top Line in FY 2023-24
• Consistently maintained TP & Customer's escalations & TTC below 0.3% and 2.2 days respectively

• Worked as HO Team member in customer service department reported

and assisted to Operation Head for North & East States (Nov'18 ~

Aug'19).

• Drive key pillar of Customer Content Matrix i.e. Customer Post Purchase

Experience, Complaint Resolution, Service Update and Customer

Convenience (Complaint registration / Follow Up / Easy to connect)

which focus on customer centricity.

• First Time Fix, Customer/Dealer satisfaction, Audit, CRM

implementations, EWC/ACC generation and key accounts liaison timely

bill submission, inventory control and outstanding control.

• Led MSL planning and audit across the allocated service centers to ensure

adherence to the company policies and customer service standing and

procedures.

• Network revamp to drive Organization Goal of reaching Service

excellence to enable best in class service.

• Revenue generation through EWC, Spares, Additives and Accessories

sale

• Successfully completed 3 Projects across three different location in North India
• Service camp activity and monitoring CSAT index. Analyzing call data to identify strategic changes for improving service quality and productivity
• Responsible for driving AMC/ACC & Additive business at franchisee with profitability. Auditing service partners for ensuring zero deviation in company policy and process adherence.
• Technical support/soft skill support to franchisee to resolve major complaints.
• Accountable for increase in technician productivity by continuous training.
• Dealer management, customer escalation management and spare parts management at branch and at franchisee level.
• GOLD medalist in ICLD (IFB Center for Learning and Development)