Atul Kumar

-Performing the ELS, Repairing under SLA, minimum stock level, Defective Etc.

-Performing thorough inspections and diagnostics on Tamron lenses to identify issues or malfunctions.

-Communicating with customers to gather information about the issues and provide solution on repair.

-managing the customer Escalations.

-Screening Knowledge of Good and bad parts.

• Increased team productivity with effective communication and collaboration strategies.
• Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly.
• Optimized resource allocation through effective scheduling, prioritization of tasks, and delegation of responsibilities among team members.

• Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
• Streamlined vendor management processes, facilitating improved relationships and timely service deliveries.
• Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
• Collaborated with department heads to develop strategic plans aligning with overall company objectives, fostering a unified approach toward shared goals.

• Implemented inventory management systems to reduce costs and increase efficiency in the service department.
• Coordinated warranty claims processing, advocating on behalf of customers to ensure prompt resolution of covered repairs or replacements.
• Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
• Improved customer satisfaction by implementing streamlined service processes and staff training programs.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Increased repeat business by fostering strong client relationships through personalized service and frequent follow-ups to ensure satisfaction.
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.

• Monitor KPIs and other service excellence metrics including RepTAT, SUR, SDR, NTF, repair ageing and KBB ageing, Service Centre profitability.
• Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
• Anticipate service associate needs using proper leadership techniques and proven problem-solving as per Apple Standard.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Ability to think strategically and to lead.
• Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
• Implemented strategies to increase customer service satisfaction ratings.
• Developed customer loyalty programs to increase customer satisfaction.
• Resolved customer complaints in professional and timely manner.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.