Allapa Jagadiswar Rao
Consumer Services After Sale Service
Hyderabad
Summary
Dynamic professional with over 12 years of experience in driving excellence in consumer durables and service operations. Expertise in logistics operations, auditing, and brand management ensures optimal customer satisfaction and operational efficiency. Proven ability to develop and implement effective training programs while managing multi-brand service centers, enhancing service quality, and fostering strong relationships with partners. A strategic thinker committed to achieving key performance indicators and contributing to overall business growth. Equipped with a solid foundation in metrics and financial acumen to support informed decision-making and continuous improvement.
Overview
12
12
years of professional experience
5
5
Languages
Work History
Regional Service Manager
RV Solutions PVT Ltd.
Hyderabad
02.2021 - Current
- Managing over ten+ brands in the consumer services sector, including handset, AV/HA, and small appliances. The clients include Harman, realme, Honor, Noise, Boat, Lifelong, Philips and Amazon.
- Consistent evaluation and oversight of Authorized Service Centers' performance, along with implementing corrective measures to address any performance deficiencies.
- Accountable for the installation and service-related issues of products sold on Amazon within the South region.
- Monitoring the usage of spare parts, ensuring compliance with Minimum Stock Levels (MSL), and managing Turnaround Time (TAT).
- Collaborate closely on key performance indicators in alignment with brand expectations. Ensure daily completion of calls and manage transactions, including both defective and good stock movements.
- A visit by the dealer and distributor is scheduled to address the service issue and gather feedback for enhancing service support.
- A comprehensive monthly and daily review of all service-related activities at ASC encompasses installation, service complaints, and outstanding parts.
- Analysis of performance reports for all Partners, categorized by ASC and call, on a daily, weekly, monthly, and quarterly basis.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
Zonal Service Manager
B2X Care Solutions
Hyderabad
05.2018 - 01.2021
- Overseeing approximately thirty-four service centers in the AndhraPradesh and Telangana regions.
- Supervising various brands, including Amazon home appliances, Xiaomi, One Plus, 10or, Motorola, Lenovo, and Nubia, and ensuring daily follow-ups for call resolution.
- Recruiting new Authorized Service Centers (ASCs) and providing training on CRM systems.
- Conducting regular visits to ASCs and performing audits.
- Monthly auditing of existing stock and planning the necessary MSL spare parts for ASCs.
- Implementing an efficient collection process for part consumption under the OW spares within one week.
- Expanding service centers to fulfill the sales team's requirements and support distributors.
- Guiding multiple partner branches to meet Key Performance Indicators (KPIs), addressing their concerns, ensuring work-in-progress clarity, and facilitating timely awards.
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Technical Trainer
Foxconn Technology Group
Chennai
04.2014 - 04.2018
- Create innovative and user-friendly training logistics and resources. Deliver technical training to professional staff to address organizational training requirements. Develop training schedules and programs for individuals.
- I document and oversee all training processes and challenges. Collaborate with relevant departments to schedule training programs. Supervise training sessions and monitor participants.
- Select suitable training methods for each situation (such as analysis, debugging, BGA rework, etc.).
- Manage end-to-end projects related to logistics and production quality, ensuring daily production targets are met.
- Achieve manpower utilization of up to 90% efficiency, ensuring work-in-progress clarity and timely awards.
- Lead teams in utilizing L3 and L4 methodologies for problem-solving and defect reduction initiatives.
- Provide support for L3 and L4 levels, including the replacement of LCDs (multi-point solder type) and charging connectors (multi-point solder type), as well as L4 tasks such as main board replacement, oscillators, tuners, FM ICs, charging ICs, power ICs, U2 ICs, Bluetooth ICs, PA ICs, FM ICs, and I/O ICs.
- Evaluated training effectiveness through regular feedback surveys, making necessary adjustments to course content as needed.
- Developed customized learning plans for employees at different skill levels, ensuring optimal knowledge retention and skill development.
Team Leader
Sloyd Venture PVT Ltd
Hyderabad
03.2013 - 03.2014
- Managing IT products and mobile devices for levels L3 and L4.
- Cultivated robust relationships with customers and the aftermarket sales team to enhance customer satisfaction and boost revenue through direct customer engagement.
- Oversaw procurement processes, optimized resource utilization, and streamlined the distribution of essential consumables, achieving cost savings without affecting operations.
- Delivered critical product training and valuable information to ISPs.
- Engaged with distributors to ensure effective communication and support.
- Executed and monitored daily service reports, providing essential feedback on service quality to management.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Education
Master of Computer Application -
Biju Patnaik University of Technology Rourkela
Gunupur, IndiaBachelor of Computer Applications -
Berhampur University
Berhampur, India 04.2001 -
Diploma in Electronics & Tele Communication -
SCTE&VT Bhubaneswar
Gunupur, IndiaSkills
Process optimization
Accomplishments
- Out of 8 centres four centre qualified ISO certification (Quality management & Environmental).
- Rewarded as south India topper for 3 Consecutive Months in FY-2019-20, 21-22, 22-23 & 23-24 in Xiaomi & Realme.
- Rewarded as Excellence service award on PAN India topper for the Year in FY-2021-22 , 22-23 and 23-24 in RV Solutions.
Timeline
Regional Service Manager
RV Solutions PVT Ltd.
02.2021 - Current
Zonal Service Manager
B2X Care Solutions
05.2018 - 01.2021
Technical Trainer
Foxconn Technology Group
04.2014 - 04.2018
Team Leader
Sloyd Venture PVT Ltd
03.2013 - 03.2014
Bachelor of Computer Applications -
Berhampur University
04.2001 -
Master of Computer Application -
Biju Patnaik University of Technology Rourkela
Diploma in Electronics & Tele Communication -
SCTE&VT Bhubaneswar
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