Dharm Vir Sharma
Customer Service Professional
Gurgaon,HR
Summary
A result-oriented professional with an experience in Service planning, Operation & establishing company owned service center. Presently associated with BSH Household Appliances Manufacturing Pvt. Ltd. as a Pan India operation head. A keen planner & strategist managing a wide gamut of functions leading in acceleration of business revenue Vendor/ OEM management Expertise in managing entire operations with key focus on bottom line profitability by ensuring optimal utilization of resources. Adept at providing service operations; understanding clients’ requirements and providing services accordingly Consistently achieved service targets & sustained a high CSI (NPS) across the illustrious career. Abilities in motivating workforce in enhancing their efficiencies & assisting them to deliver quality services to clients. Strong relationship management, analytical & communication skills.
Operations professional with strong background in streamlining processes and enhancing productivity. Skilled in leading cross-functional teams and executing strategic plans to achieve organizational goals. Known for flexibility and reliability in dynamic environments, with excellent problem-solving abilities and focus on delivering results.
Overview
38
38
years of professional experience
Work History
CS Field Operation Head
BSH Household Appliances Manufacturing Pvt. Ltd.
10.2021 - Current
- Overall P & L of service vertical.
- Establishment of service network - Service delivery
- Call centre
- Customer satisfaction
- Revenue
- Product category – Built in products – Ref, Dish washer, MWO Chimney and Hobs
- Free standing product – Ref, Dish Washer, Washing machine (Top and front load, Small kitchen appliances)
- Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
- Collaborated with executive leadership on strategic planning initiatives to drive business growth.
- Developed comprehensive training programs for staff, enhancing team performance and skill sets.
- Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
- Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.
- Improved overall productivity with the introduction of innovative process improvement initiatives.
- Streamlined operational processes by identifying inefficiencies and implementing best practices.
- Ensured compliance with industry regulations and company policies, mitigating potential risks.
- Spearheaded continuous improvement projects, resulting in enhanced business performance.
- Directed launch of new product lines, coordinating cross-functional teams to achieve market penetration and sales targets.
Head of customer care - Lighting
Jaquar & company Pvt Ltd
10.2019 - 10.2021
- Overall P & L of service vertical.
- Establishment of service network - Service delivery
- Call centre
- Training
- Product category – Trade, Decorative, commercial and outdoor lighting
- Self-motivated, with a strong sense of personal responsibility.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Proved successful working within tight deadlines and a fast-paced environment.
Head of Service
Intex Technologies (India) Limited
06.2019 - 10.2019
- Overall P & L of service vertical.
- Establishment of service network - Service delivery
- Call centre
- Training
- Product category – AC, LED and Refrigerator
Head of Service – consumer durable
Micromax Informatics Limited
11.2017 - 06.2019
- Overall P & L of service vertical.
- Service delivery
- Call centre and trainings – soft and technical
- Inventory management
- Product category – AC, LED and Refrigerator
Service operation head
Videocon Industries Limited
12.2010 - 11.2017
- Established 39 company owned service centers & authorized service network on webCMS (On line) (650 ASC).
- All payout through system only with the help of webCMS & SAP.
- Review mechanism - To control the pending calls & service indices, daily review with zonal service managers
- Standardization of call rates as per the geographical area & nature of calls.
- Organized promotional activities, free service campaigns, greetings etc.
- Chargeback to vendors as per agreement (10 million/ month).
- Ensure the revenue generation as per the target (Average 35 million / month).
- Ensure the quality from OEM as per negotiated agreement
- HA , Mobile, CE, water purifier, cooler and Small appliances
AGM Customer Care
Haier Appliances (India) P. Ltd.
05.2009 - 12.2010
- Established a company owned service centers. (In Delhi – 2 )
- Service expense planning, budgeting & network expansion for east & south zone.
- Preparation the training material & establishing a national training centre.
- Established the spare parts management.
- Organized promotional activities, free service campaigns, greetings etc.
- Monitoring of OEM quality
- SHA, CE & HA
Sr. Manager Customer Care
Panasonic India Pvt. Ltd.
07.2002 - 05.2009
- Established 40 “One Stop Service” at Panasonic brand shop.
- Established a 3 level service centre for Digital video camera (DVC), Digital still camera (DSC), LCD & PDP.
- Business plan for service vertical
- Demonstrated excellence in designing & implementing of Web based service software with help of a vendor
- Consolidation of spares warehouse (13 locations to 2 location)
- Organized promotional activities, free service campaigns, greetings etc.
- HA , CE, Mobile & Small appliances
Manager-Service
Elan Electronics Pvt. Ltd., (JVC)
01.2001 - 06.2002
- Established a service network at PAN India.
Area Service Manager
National Panasonic India Ltd.
03.1995 - 01.2001
- Established a service network in east India.
Workshop Incharge
Adonis India Ltd.
03.1994 - 03.1995
- Responsible for technical support for hi end products.
Service Engineer
Krisons Electronics Systems Ltd.
06.1988 - 03.1994
- Responsible for field service.
Education
B E - Electronics & Telecommunication
Jamia Millia Islamia
New Delhi05-2007
Diploma - PC architecture & maintenance
Datapro
MumbaiBachelor of Arts - English Language And Literature
CSJM University
Kanpur, India 04.2001 -
Skills
Strategic development
OEM quality assurance
Profit center management
Service center management
Customer service operations
Client relations management
SLA performance oversight
Inventory control
Inventory control for spare parts
Accomplishments
- Established 39 company owned service centers & authorized service network on webCMS (On line) (650 ASC).
- All payout through system only with the help of webCMS & SAP.
- Review mechanism - To control the pending calls & service indices, daily review with zonal service managers
- Standardization of call rates as per the geographical area & nature of calls.
- Organized promotional activities, free service campaigns, greetings etc.
- Chargeback to vendors as per agreement (10 million/ month).
- Ensure the revenue generation as per the target (Average 35 million / month).
- Ensure the quality from OEM as per negotiated agreement
- Established a company owned service centers. (In Delhi – 2 )
- Service expense planning, budgeting & network expansion for east & south zone.
- Preparation the training material & establishing a national training centre.
- Established the spare parts management.
- Monitoring of OEM quality
- Established 40 “One Stop Service” at Panasonic brand shop.
- Established a 3 level service centre for Digital video camera (DVC), Digital still camera (DSC), LCD & PDP.
- Business plan for service vertical
- Demonstrated excellence in designing & implementing of Web based service software with help of a vendor
- Consolidation of spares warehouse (13 locations to 2 location)
Timeline
CS Field Operation Head
BSH Household Appliances Manufacturing Pvt. Ltd.
10.2021 - Current
Head of customer care - Lighting
Jaquar & company Pvt Ltd
10.2019 - 10.2021
Head of Service
Intex Technologies (India) Limited
06.2019 - 10.2019
Head of Service – consumer durable
Micromax Informatics Limited
11.2017 - 06.2019
Service operation head
Videocon Industries Limited
12.2010 - 11.2017
AGM Customer Care
Haier Appliances (India) P. Ltd.
05.2009 - 12.2010
Sr. Manager Customer Care
Panasonic India Pvt. Ltd.
07.2002 - 05.2009
Bachelor of Arts - English Language And Literature
CSJM University
04.2001 -
Manager-Service
Elan Electronics Pvt. Ltd., (JVC)
01.2001 - 06.2002
Area Service Manager
National Panasonic India Ltd.
03.1995 - 01.2001
Workshop Incharge
Adonis India Ltd.
03.1994 - 03.1995
Service Engineer
Krisons Electronics Systems Ltd.
06.1988 - 03.1994
B E - Electronics & Telecommunication
Jamia Millia Islamia
Diploma - PC architecture & maintenance
Datapro
Training Attended
Advanced Course on Customer Satisfaction organised by Matsushita HRD-US in 1997.
Personal Record
- Date of Birth : July 05, 1968
- Address : Orchid 1105, Mantri Park, Goregaon east, Mumbai 400065