AUROBINDA DALAI
BHUBANESWAR
Summary
Over 12 + years’ experience as manager in Customer Service departments of organizations deals with Consumer Durable Goods , Home Appliance & power products etc. As a Customer Service Manager. Offers expertise in providing excellent customer service support and demonstrated ability to make plans for the organization to meet and maintain its overall customer service goals in the most economical manner. Where I would effectively utilize my knowledge and technical skill set for high degree of opportunities, challenges and consistent carrier growth. My greatest strength is my ability to walk into a new environment and be functional immediately. Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
Work History
Assistant Service Manager
VOLTAS LIMITED
Bhubaneswar
2019.09 - Current
- Working as an Assistant Branch Service manager handling B2B Operations (PAN Odisha) and B2C Operations (Costal Odisha)
- With Product line (Air conditioner / Commercial refrigeration /Home Appliances Etc
- Handling 36 No’s of Authorized Franchise /3 SSD and 5 Second Sales vendor
- Responsible for Revenue Operations of (12 Cr Annually) Includes (TATA Steel, Kalinga Nagar, IIT Bhubaneswar, TCS, RBI, NTPC, HERSEY, TPNODL, TPCODL Etc
- Manpower hiring at different positions within service functions
- Conducting Service Workshop and Training Pan Odisha
- Handling the B2B Objectives Pan Odisha
- 2 nos of excutive reporting currently to me for execution of the whole process.
- Upheld team productivity and quality objectives by setting and maintaining clear benchmarks for service.
- Managed service department budget and investigated and resolved discrepancies.
- Monitored employee performance through key metrics analysis.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Guided department employees on changes from management.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Maintained relationships with vendors to ensure competitive pricing on parts and materials needed for repairs.
Branch Service Manager
LUMINOUS POWER TECHNOLOGY
BHUBANESWAR
2017.02 - 2019.08
executiveRation of the Branch Verification and Audit of the ASP and Engg's Data for maintaining the CSAT/DSAT in my territory
Review of ASP at BO for Optimum Productivity and Performance
Periodic settlement of Damage Cases of Channel/Trade Partner’s to maintain the Stock Issues in FG
Approval of Claim Bills FOC/ Chargeable Bills of ASP month wise
PPT preparation of New Product to be launched TSI’srket and providing Training of the same to ASP Engg's Organizing AMC Meet of my Territory for Generation of Revenue from Preventive Maintenance
Planning Attractive Scheme programs for ASP to boost up the Revenue Vertical in My Territory
Quarterly Review with below layer Team with Sales Concerns to reduce market GAP and Ensuring work on the Loop Holes .
Branch Service Manager
MICROTEK INTERNATIONAL (P) LTD
BHUBANESWAR
2013.09 - 2017.01
- Looking after entire ODISHA STATE with handling a team of 60 members and 4 Direct service centers
- Trouble free operation of Direct service stations
- Maintained regular performance appraisals for subordinates through verbal, written and on-going review programs.
- Worked with cross-functional teams to achieve goals.
- Focus on daily productivity and daily O/W Revenue collection
- To undertake the trainee procedure of New/Un-productive staffs/Enggs
- Regular monitoring of Service In charges & Team for resolving Escalation in coordination with Sales BM/ASM/MSR
- Service Centre Visits in schedule time i.e monthly to carry out auditing, pending issues, stock, Filing, zig & technical Work Station checkup and to resolve the same
- To carry out technical meets over various Districts & to resolve the Technical Queries of Dealers & Electricians of that Area
- Manpower allocation and production planning as per PPC
- In-house quality audit i.e
- SOP (standard operation process), process
- Conduct management reviews on basis of critical quality issues
- Responsible for daily production output
- Carried out Multi skill activity of associates & Staffs and deployment their talent at annual meets of Sales and service
- Control the rework & rejection in production
- Analyze the customer complaint and take corrective & preventive action
- Team building and effective leadership to realize the potential of every member of the team
- Technical audit of service stations once in two months and send the same to Head office
- Documented and maintained reports related to discussions and feedback provided by customer and presented reports to appropriate department to enable further improvement in products/services.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Exceeded customer satisfaction by finding creative solutions to problems.
SERVICE IN-CHARGE
GENIUS POWER INFRASTRUCTURES LTD
New Delhi
2011.08 - 2012.09
- Looking after A.P, KARANATAKA & TAMILNADU with handling a team of 30 members and 3 service centre's
- Planning everyday production on line by utilizing men, material, and machine in well co - coordinated method Plan and direct the material and manpower resources in order to meet the centre delivery requirements Analyze and prioritize performance measurement data (M/C efficiency, Rework and scrap) for improvement and corrective action Lead continuous improvement teams for productivity improvements Promote awareness and provide direction to employees to ensure a safe working environment Ensure elimination/ reduction of lost time and production short fall analysis for implementing corrective action Prioritize awareness and provide direction to employees for process optimization and continuous improvement
- (PPM, First pass yield and scrap) Maintain 5 M in center floor and promoting awareness among the Enggs about the same Time estimation, production capacity calculations & quality balancing To create and maintain Quality standards of processes Conducting the defect analysis and review meeting to conclude the monthly targets, revenue collection and common understanding to improve roll out straight pass
- Identify process improving points causing rejections and close them
- Defects, NC components dealing / disposal procedure, Rework procedure, Final inspection check sheet
- Monthly sales service meets to overcoming the loopholes in the market to build a good service.
ASSISTANT MANAGER (SERVICE DELIVERY)
GODREJ AND BOYCE MFG CO. LTD
- Working as a Service Manager in White Goods Products i.e A/C, Refrigerator, Washing Machine, Microwave & Electronics Safes Etc
- Responsible for All service & Revenue Operation of the ASP’s
- Ensure trouble Free Operation of ASP in regards of service delivery
- Maintaining the TAT/OD/SC/CSN figures of the company Parameters
- Billing of the Accessories and Spare Part to the ASP's to Maintain the Revenue Vertical
- Tactical handling of Customer escalated mails of Pan Odisha i.e Via Social Networking Sites, Mails Etc
- ASP and Trade partner Visit monthly
- Finding and Targeting of New Counter for Generating New Business to Company
- Dealing with Ware House team to Properly Management of CAT stock
- Selling of CAT stock in the Channel Line to Maintain the Scrap Ration of the Branch Verification and Audit of the ASP and Engg's Toolkit for maintaining the CSAT/DSAT in my territory
- Review of ASP at BO for Optimum Productivity and Performance
- Periodic settlement of Damage Cases of Channel/Trade Partner’s to maintain the Stock Issues in FG
- Approval of Claim Bills FOC/ Chargeable Bills of ASP month wise
- PPT preparation of New Product to be launched in market and providing Training of the same to ASP Engg's Organizing AMC Meet of my Territory for Generation of Revenue from Preventive Maintenance
- Planning Attractive Scheme programs for ASP to boost up the Revenue Vertical in My Territory.
Education
PLC AND SCADA TRAINNING CERTIFICATE - ADAVANCED CONTROLLING SYSTEMS
CENTRAL TOOL ROOM AND TRAINNING CENTRE
BHUBANESWAR , ODISHA 2011-07
Skills
- Self-motivation
- Positive thinking
- Hard working
- Punctuality
- Staff Management
- Community Relations
- Staff Training
- Team Building Leadership
- Adaptable to Market Fluctuations
- Decision-Making
- Relationship Building and Management
- Customer Relationship Development
Personal Information
- Father's Name: Late .Shri Rabi Chandra Dalai
- Mother's Name: Mrs. Pramila Dalai
- Date of Birth: 04/07/88
- Gender: Male
- Nationality: Indian
Languages
English, Hindi, Oriya, Western Oriya, Telegu
Hobbies and Interests
- Listening to Music
- Watching movies
- Making new friends
- Travelling
- Playing games
- Research works on new gadgets
Disclaimer
I hereby declare that, the above-mentioned facts are true to best of my knowledge and belief.
Accomplishments
- 4 Times High 5 for Excellent Performance in Revenue and Customer Service in VOLTAS LIMITED .
- Got the Best Performer in Service for the Year 2022 in VOLTAS LIMITED.
- Got the Best Branch in Service in East for Marvellous Service in LUMINOUS POWER TECHNILOGIES LIMITED .
- Grabbed almost 18 cat awards in various field with team for excellent performance for the Year 2018 in LUMINOUS POWER TECHNILOGIES LIMITED.
- Got the Best Branch Manager Service for the Year 2018 In LUMINOUS POWER TECHNILOGIES LIMITED.
- Got the Best Performer in service for the year 2017 in GODREJ AND BOYCE LIMITED.
Timeline
Assistant Service Manager
VOLTAS LIMITED
2019.09 - Current
Branch Service Manager
LUMINOUS POWER TECHNOLOGY
2017.02 - 2019.08
Branch Service Manager
MICROTEK INTERNATIONAL (P) LTD
2013.09 - 2017.01
SERVICE IN-CHARGE
GENIUS POWER INFRASTRUCTURES LTD
2011.08 - 2012.09
ASSISTANT MANAGER (SERVICE DELIVERY)
GODREJ AND BOYCE MFG CO. LTD
PLC AND SCADA TRAINNING CERTIFICATE - ADAVANCED CONTROLLING SYSTEMS
CENTRAL TOOL ROOM AND TRAINNING CENTRE
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