Amit Shrivastav
Indra Park Palam Colony, New Delhi
Summary
High-energy, service-oriented in-service delivery with 14+ years of experience in after sales service domain, Specialization in Installation & Demo Repair Service for all kind of consumer electronics products as well in fostering satisfactory client development and relationship management. Well-presented and strategic in cultivating business opportunities for the company.
Overview
13
13
years of professional experience
Work History
Network Operations Manager (Field Operations)
Global Assure Pvt Ltd
Gurugram, Haryana
10.2021 - 11.2022
- Tracking on Extended Warranty calls of all categories like AC, HA, CE, Mobiles, Laptops for North & East Region.
- Responsible for field service operations.
- To be responsible to appoint new partner as per company requirements
- To be responsible and accountable for cost management in form of revenue from service centers,
- Franchises, and controlling expense that occurred in assigned areas.
- Responsible for smooth lining franchises operation through timely presentment of Bills and ensure timely availability of spare parts
- Responsible for developing Franchise's Service team to attend Installation/Service requirements in filed
- Guide & supervise to technicians to resolve product related problems in the field.
- Motivate and manage filed team of service center & Hygiene of service center
- Provide technical training from concern Department to franchises technician on new arrival of product
- Responsible for Forecasting of GLB Assure & Other brands sale& after sales Repair process &customer service deliveries
- Skilled at working independently and collaboratively in team environment.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Branch Manager
Jeeves Consumer Services (A Flipkart Company)
Tagore Garden , New Delhi
07.2017 - 10.2021
- Tracking on installation & Demo calls for all Consumer Electronics home appliance's , like: AC, HA, SHA ,Mobiles Laptops & Urban Furniture's, Kitchen appliances as well.
- Responsible for branch service operation end to end process.
- Managing 300 BAU service tickets calls per day.
- Handling 12 Service Center and 1 Branch in Delhi along with team size of 150+ field technicians for all categories.
- To be responsible and accountable for cost management in form of revenue from service centers, Franchises, and controlling expense that occurred in assigned areas.
- To ensure quality to service provided by company-owned service centers and franchises through timely audit, and feedback provided by customers and dealers.
- Responsible for developing Franchise's Service team to attend Installation/Service requirements in field.
- Guide & supervise to technicians to resolve product related problems in the field.
- Responsible for Forecasting of Flipkart & Other brands sale & after sale installation process & customer service deliveries.
- Building service network expansion for company requirements.
- Complied with regulatory guidelines and requirements.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Engaged employees in business processes with positive motivational techniques.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol and payroll operations.
- Met deadlines by proactively managing individual and team tasks and streamlining processes.
- Launched new training program to boost employee skills and staff retention rate.
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales.
TRC Incharge
Zen Mobiles Pvt Ltd
Saket, New Delhi
02.2014 - 07.2017
- Responsible for repair service operation's.
- Taking care of spare parts and motherboards requirements.
- Responsible to maintain service promise TAT.
- Handling service center team.
- Passionate about learning and committed to continual improvement.
- Demonstrated creativity and resourcefulness through development of innovative solutions.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
- Worked effectively in fast-paced environments.
Team Leader
Accel Frontline Service Pvt Ltd (Sony Xperia Mobiles)
Nehru Place ,New Delhi.
07.2009 - 02.2014
- Working as TRC In-charge and handling all documents, presentations regarding training.
- Conducting interviews for technician level and also preparing question papers.
- Make presentation on new models and faults that comes with device.
- CompleteL4- level troubleshooting knowledge.
- Maintaining all repair records in CRM.
- Responsible for inventory part supply.
- Handled customer inquiries including inbound and dealers.
- Responsible for all types of repairing levels.
- Handling escalation and giving quick solutions.
- Responsible for inventory part supply.
- Devised and implemented processes and procedures to streamline operations.
Education
High School Diploma -
Indra Gandhi Institute of Technology & Management
Sohna , Haryana 03.2012
Skills
- Revenue Generation
- Technical Background
- Sales professional
- Relationship building and management
- Reporting familiarity
- Compliance reviews
- Key performance indicators
- Customer service awareness
- Strong team-builder
- Project Management
Accomplishments
- Successfully attended Training of ISO certification in 2019
- Participated in BCP (Business Continuity Planning) & Fire Safety awareness session in 2018
- Participated in a Leadership training session in Noida
- Participated in 3 Days personality development session for customer experience and satisfaction
- Role- play how to make customers happy on behalf of (Sony India Pvt ltd) at Mohan Estate
- Successfully attended 5 days session for product repair training at Beetel TeleTech( Airtel Bharti).
Additional Information
- AWARDS , Got the Big Billion Days 2018 excellence service award from Flipkart (Behalf of Jeeves+F1).
- Got the You Rock best zone award in JFM, AMJ from Jeeves+F12019.
- Pan India for Best Branch Manager Flipkart Business head Club category in 2020
- Got the Best Branch Manager in Pan India AC season award for achieving all parameters for AC installation category in 2021.
Extra Circular Activity
- Successfully attended Training of ISO certification behalf of Flipkart in 2019.
- Participated in BCP (Business Continuity Planning) & Fire Safety awareness session behalf of Flipkart in 2018.
- Participated in a Leadership training session Behalf of Flipkart in 2020 at Noida Training Centre.
- Participated in 3 Days personality development session for customer experience and satisfaction & Role play how to make customers happy on behalf of (Sony India Pvt ltd) at Mohan Estate.
- Successfully attended 5 days session for product repair training behalf of Accel Frontline Services Pvt Ltd at Beetel TeleTech( Airtel Bharti Udyog Vihar , Gurugram)
Personal Details
- Father Name: Sh. Ram Chander Shrivastav
- DOB: 15/06/1988
- Languages: Hindi, English.
- Marital Status: Married
- Nationality: Indian
- Strengths: Hardworking, Goal Oriented, Team Player
- Hobbies: Travelling in Mountains.
Declaration:
- I declare that the given information is correct and complete to the best of my knowledge and belief.
Signature:
Timeline
Network Operations Manager (Field Operations)
Global Assure Pvt Ltd
10.2021 - 11.2022
Branch Manager
Jeeves Consumer Services (A Flipkart Company)
07.2017 - 10.2021
TRC Incharge
Zen Mobiles Pvt Ltd
02.2014 - 07.2017
Team Leader
Accel Frontline Service Pvt Ltd (Sony Xperia Mobiles)
07.2009 - 02.2014
High School Diploma -
Indra Gandhi Institute of Technology & Management