Chandra Sekhar Acharya
Dhenkanal
Summary
Service operations leader with a strong history of driving revenue growth and improving customer satisfaction at Luminous Power Technologies. Expertise in service quality enhancement and escalation management, resulting in significant operational efficiencies. Proven ability to build strong relationships and implement process improvements, leading to recognition for outstanding performance.
Overview
2
2
Languages
20
20
years of professional experience
Work History
Branch Service Manager
Luminous Power Technologies Pvt Ltd
01.2024 - Current
- Oversaw service operations across state of Gujrat, enhancing brand reputation through service excellence and maintaining high TAT and CSI for delivery and service quality.
- Streamlined branch processes to enhance operational efficiency and service delivery, ensuring compliance with organizational policies.
- Processed customer transactions efficiently, addressing concerns and providing prompt resolutions.: Resolving issues and providing quick resolutions to queries
- Cultivated relationships with customers, vendors, and community members to foster collaboration.: Nurturing relationships with customers, vendors, and the community
- Implemented risk policies to mitigate operational and regulatory risks.
- Monitored expenditures to validate authenticity and identify potential cost-saving opportunities.
- Spare Management:- Regular monitoring & audit conducted at ASP / CSC Channel to cross check any revenue leakage or losses to company.
Area Service Manager
Luminous Power Technologies Pvt Ltd
12.2019 - 12.2023
- Oversaw service operations across districts, enhancing company's brand through improved trade satisfaction and maintaining excellent turnaround time and customer service index for delivery and service quality.
- Generated revenue through management of customer annual maintenance contracts, ensuring consistent billing and service delivery.
- Contributed to trade satisfaction and revenue growth through management of annual maintenance contracts and service billings, increasing market and customer satisfaction.
- Monitored spare part inventory to support efficient service operations and supply chain coordination.
- Participated in daily activities for call closures and escalation resolutions.
- Reconciliation of distributor pendency from service part & dealer issues.
- Defective returning process tracking to maintain ASP health.
- Random & planned Audit to verify leakage from company.
- Quality check of products at field for improvement of product.
Service Delivery Manager
Aforeserve.com LTD
06.2019 - 12.2019
- Developed service operation parameters to uphold SLAs and CSIs, enhancing delivery and service quality standards.
- Achieved timely payment collections, reduced customer escalations, and increased profit margins.
- Managed revenue targets for Base and FT, coordinated AMC renewal proposals, and verified engineer expenses related to CCS and OTS orders for site issues.
- Facilitated regular customer meetings to ensure satisfaction and resolve issues., Customer Escalation Handling, Customer Satisfaction letters.
- Coordinated joint calls with managers, sales executives, and engineers to align on objectives.
- Monitored top 10 strategic call parameters for regional operations to enhance performance., RCA Review for >3 days calls on a regular basis.
- Spare Management: RO TRC quality & RMS achievement, Stock take and NIL discrepancy on monthly basis, Vendor management - Local vendor empanelment - Min 5 Nos.
Territory Service Manager
Bharti Airtel (Airtel Digital TV)
11.2016 - 05.2019
- Enhanced the company's brand by focusing on service operations and achieving high customer satisfaction with excellent TAT and CSI metrics.
- Contributed to revenue growth through ARP and HD upgrades, enhancing market penetration and customer satisfaction.
- Achieved 10% month-over-month business growth through innovative strategies and collaboration with colleagues.
- Reduced churn percentage, leading to significant base improvement.
- Managed service operations with focus on implementing policies and procedures as well as developing and streamlining systems.
- Ensured speedy resolution of queries and grievances and maintained excellent relations with clients to generate avenues for additional business.
- Supervised and monitored the performance level of sales & service staff for ensuring superior customer service and accomplishment of service targets.
- Earned recognition for being the Best Service TSM for three months in a row.
- Airtel digital TV is an Indian direct-broadcast satellite service provider owned and operated by Bharti Airtel. Its satellite service, launched in 2008, transmits digital satellite television and audio to households in India. It has a total subscriber base of more than 1Cr & taking the total market share of more than 25%.
Regional Support SPOC
HCL SERVICES LIMITED (A Subsidiary of HCL Info systems LTD)
07.2012 - 11.2016
- Managed two major projects, including Indian Oil Corporation Limited and State Bank of India, coordinating efforts of 23 personnel and five vendors to ensure successful project delivery.
- Addressed and resolved escalated issues from customers and vendors to maintain satisfaction.
- Oversaw recruitment and operations of support teams across regional office and nine centers to enhance service delivery.
- Improved productivity and streamlined operations by instituting new technical support and training procedures across the organization.
- Oversaw workforce scheduling and allocation to optimize team performance.
- Oversaw creation and implementation of Customer-Oriented Satisfaction program.
- Created new training policies and procedures to enhance interactions between support staff and OEM.
- Managed the department budget and provided senior management with monthly reports.
- Represented the company's brand and maintained long-term relationships with key accounts in a competitive marketplace.
- Built and maintained strong, long-lasting customer relationships.
- HCL Services Ltd., a wholly owned subsidiary of HCL Info systems Ltd.(India's premier IT Services and Distribution Company), have Wide Direct presence in 240+ cities & town in the country. We have 7.000+ Field Force, 20+ OEM Partnerships who all are handling more than 300,000+ calls per month felicitated as the 'IT Service Provider of the Year' at the Frost & Sullivan India ICT Awards, 2015.
- Key Achievement: Appreciated as best support SPOC by RCEM, Appreciated by nationally for each & every target results, Expenditure Cost has been minimized & profit margin was increased.
Team Leader
HCL INFOSYSTEMS LIMITED
10.2006 - 06.2012
- Led support operations, providing technical assistance to customers at largest office location in Orissa with a team of 10 engineers.
- Achieved revenue growth through implementation of quality improvement initiatives.
- Planning, designing, installing, configuring, maintaining, scheduling and troubleshooting the Network User Management and Facilities Management on multiple platforms.
- Managing system administration, networking and hardware maintenance.
- Set up Active Directory, antivirus, and DHCP servers based on customer specifications.
- Troubleshooting in different Server Hardware & OS related problems in Different versions of Server operating systems Like Windows 2000 Server, Windows 2003 Server, UnixWare 7.0, Sco Unix 5.0 Red hat 4.2 & Novell 4.22.
- Diagnosed and repaired various peripheral devices, ensuring optimal performance of dot matrix printers, laser printers, inkjet printers, and line matrix printers.
Education
Bachelor In Information Technology & Engineering -
Asian Institute Of Engineering & Management
Delhi01-2010
Diploma in Electronics And Telecommunication Engineering -
Utkala Gouraba Madhusudhana institute of Technology Rayagada
Rayagada, Orissa01-2006
(10+2) Science -
Dhenkanal College
Dhenkanal, Orissa01-2003
10th -
B.B High school
Dhenkanal, Orissa01-2001
Skills
- Operations management
- Service revenue optimization
- Process improvement
- Operational excellence
- Escalation handling
- Call center management
- Supply chain management
- Warehouse management
- Vendor coordination
- Cross-functional collaboration
- Team management
- Team performance optimization
- Team building and motivation
- Quality enhancement
- Relationship management
- Operational troubleshooting
Certification Details
ITIL Foundation Certificate in IT Service Management, EXIN, 5377136.20406019, EXN5377136, 1316989, 06/01/15, NIL
Personal Information
- Date of Birth: 06/30/86
- Gender: Male
- Marital Status: Married
Languages
- English
- Hindi
- Oriya
Development Training
- Self & Organizational Development
- Identifying and Managing Customer Expectations
- Customer-Focused Management
- Time Management
- Business Communication Skills
- Leadership Program
- Service Excellence Program
Primary Skills
- Service Operations
- Spare/Warehouse Management
- Manpower Management
- Vendor/ASP Management
Training
- Induction
- Intel UNIX & Linux, Messaging & Networking
- Xerox Make printers
- Hardware & Networking-L 1
Languages
Hindi
Elementary (A2)
A2
English
Elementary (A2)
A2
Accomplishments
- Under Best Top 3 ASM for Consecutive 3 year from 2022 to 2024
Timeline
Branch Service Manager
Luminous Power Technologies Pvt Ltd
01.2024 - Current
Area Service Manager
Luminous Power Technologies Pvt Ltd
12.2019 - 12.2023
Service Delivery Manager
Aforeserve.com LTD
06.2019 - 12.2019
Territory Service Manager
Bharti Airtel (Airtel Digital TV)
11.2016 - 05.2019
Regional Support SPOC
HCL SERVICES LIMITED (A Subsidiary of HCL Info systems LTD)
07.2012 - 11.2016
Team Leader
HCL INFOSYSTEMS LIMITED
10.2006 - 06.2012
Bachelor In Information Technology & Engineering -
Asian Institute Of Engineering & Management
Diploma in Electronics And Telecommunication Engineering -
Utkala Gouraba Madhusudhana institute of Technology Rayagada
(10+2) Science -
Dhenkanal College
10th -
B.B High school