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
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)
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
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)
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
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