Summary
Overview
Work History
Education
Skills
Timeline
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ANKUR VERMA

Summary

Experienced with managing diverse service operations and ensuring high standards of customer satisfaction. Utilizes strong leadership and strategic planning to improve service delivery. Track record of enhancing team performance and resolving complex service issues effectively.

Overview

11
11
years of professional experience

Work History

Area Service Manager

Novamax Appliances
05.2024 - Current
  • Overseeing and mentoring service technicians and support staff, ensuring high levels of performance and customer service.
  • Ensuring that customer inquiries and complaints are addressed promptly and effectively, enhancing overall customer satisfaction.
  • Managing day-to-day service operations, including scheduling repairs, conducting quality control checks, and ensuring adherence to company policies.
  • Monitoring service metrics and KPIs, analyzing data to identify trends, and implementing strategies for improvement.
  • Providing ongoing training for staff on new products, technologies, and service procedures to maintain high technical standards.
  • Working closely with sales teams to provide insights on customer feedback and potential areas for service improvement.
  • Overseeing parts and equipment inventory to ensure necessary components are available for timely repairs
  • Preparing regular reports for upper management on service performance, customer satisfaction, and operational challenges.
  • Managing the service area budget, controlling costs, and identifying opportunities for efficiency improvements.

Sr Service Executive

KENT RO Systems Ltd
07.2022 - 05.2024
  • Coordinate and schedule service appointments, ensuring timely dispatch of field technicians to customer locations.
  • Serve as the primary point of contact for customers, providing updates on service requests, estimated arrival times, and addressing any questions or concerns.
  • Offer initial troubleshooting assistance and guidance to customers over the phone or via email before dispatching field support.
  • Track and manage inventory of spare parts and tools needed for field technicians, ensuring they are adequately stocked.
  • Identify areas for improvement in service processes and recommend solutions to enhance efficiency and customer satisfaction.
  • Providing CRM training and solving the CRM related issues of field service team.

PCB Repair Technician

Oppo Mobile India Pvt Ltd.
10.2018 - 07.2022
  • In-depth knowledge of electronics systems, components, and troubleshooting techniques for various consumer electronic devices.
  • Hands-on experience with soldering, circuit board repair, and component replacement, including surface-mount technology (SMT).
  • Strong analytical skills to identify root causes of failures and implement effective solutions quickly.
  • Precision in executing repairs and following technical documentation, schematics, and service manuals.
  • Ability to communicate effectively with customers, explaining technical issues and repair processes clearly and professionally.
  • Commitment to maintaining high-quality standards and adherence to safety protocols in all repair work.
  • Ability to work collaboratively with other engineers, technicians, and departments to resolve complex issues and improve processes.
  • Efficiently managing multiple repair tasks, prioritizing work based on urgency and complexity.

Technical Support Engineer

Micromax Services Pvt Ltd.
01.2017 - 10.2018
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Worked directly with clients in rollout and post-rollout stages to train and support new applications and systems.
  • Maintained clear communication channels with clients throughout the troubleshooting process, ensuring transparency and trust.
  • Earned recognition from management for consistently delivering exceptional service quality.

Service Executive

HCL Services Ltd
01.2014 - 01.2017
  • Implemented new training programs for junior staff members, improving overall team performance.
  • Collaborated with cross-functional teams to ensure seamless service delivery to clients.
  • Monitored customer feedback closely to identify trends and implement corrective actions as necessary.
  • Streamlined service processes for improved efficiency and reduced response times.

Education

Bachelor of Arts -

SRS Institute of Education And Technology
Meerut
01-2017

Diploma in Electronics Engineering -

M G Polytechnic
Hathras
01-2013

Intermediate -

Dr. K N Modi Science & Comm College
Modinagar, India
01-2010

High School -

D S Inter College
Modinagar, India
01-2008

Skills

  • Leadership
  • Communication
  • Problem Solving
  • Analytical Skills
  • Adaptability

Timeline

Area Service Manager

Novamax Appliances
05.2024 - Current

Sr Service Executive

KENT RO Systems Ltd
07.2022 - 05.2024

PCB Repair Technician

Oppo Mobile India Pvt Ltd.
10.2018 - 07.2022

Technical Support Engineer

Micromax Services Pvt Ltd.
01.2017 - 10.2018

Service Executive

HCL Services Ltd
01.2014 - 01.2017

Bachelor of Arts -

SRS Institute of Education And Technology

Diploma in Electronics Engineering -

M G Polytechnic

Intermediate -

Dr. K N Modi Science & Comm College

High School -

D S Inter College

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ANKUR VERMA