Summary
Overview
Work History
Education
Skills
Interests
Certification
Personal Details
Timeline
Generic

Francis D’costa

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Service Manager, India

Secure Connection Pvt Ltd
07.2016 - Current
  • Managed service issues, ensuring optimum performance and efficiency.
  • Conducted Product Training for Distributors & Business Partners on new & existing product features.
  • Managed logistics and supply chain on a Pan India basis & co-ordination inventory.
  • Supervised and conducted testing of products and with timely feedback to the Product Management Team.
  • Managed the Support team and helped them in solving customer queries.
  • Managed 3rd party Service provider for support on Air Purifier Pan India
  • Operate CRM (Customer relationship management) for providing customer and ASC smooth Service.
  • Analyst and approve actual DOA (Dead on Arrival).
  • Preparing and submitting the MIS reports periodically to reporting head and head office.
  • Make MSL planning for franchisee.
  • Check ASP claim and approve.
  • Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.

IT Manager

Creative India and Distribution Pvt Ltd
02.2015 - 06.2016
  • Supervision of service engineers and continuous follow-up on customer calls.
  • Supervision of the entire Olympus service engineer team.
  • Inventory control & ordering of new inventory of spares from Olympus Japan to resolve customer escalation within the defined SLA & improve customer satisfaction.
  • Managed a complete support team for Microsoft Hardware / Tragus / Rapoo / Wishtel Mobile to ensure customer satisfaction & resolving queries on time.
  • Improved network efficiency by implementing new server configurations and optimizing system operations.

Service Manager for India & SAARC

Belkin India Pvt Ltd
10.2009 - 10.2013
  • Spearheading Services for Belkin across India and SAARC nations.
  • Leading and managing all India team of Customer Service Personnel, whilst proactively managing the service issues, ensuring optimum performance and efficiency as per define SLA.
  • Conducting Product and on job trainings, along with Soft Skills training for the Customer Service Team, Distributors & Business Partners of all formats.
  • Complete responsibility for handling outsourced service partner in terms of operation and negotiation.
  • Managed and overseeing the Logistics and supply chain requirements for Service Centre Branches All over India.
  • Supervise and conduct sessions of pre-launch and post-launch advanced testing and give feedback/suggestions
  • Managing the service team consisting of more than 100+ service centres across the sub-continent.
  • Initiated and played a key role in incorporating additional language Support (online) in India.
  • Initiated and introduced support mechanism for remote location.

National Service Manager

Microsoft
12.2005 - 10.2009
  • Leading and managing an India team of 25 Customer Service Personnel, whilst proactively managing the service issues, ensuring optimum performance and efficiency
  • Set-up of Service Centres in remote locations to ensure on-time delivery & excellent services for Microsoft Customers All over India.
  • Handling all customer-related service queries for the Microsoft Hardware division.
  • Managed and oversaw logistics and supply chain requirements for Microsoft Hardware Service Centre Branches on a PAN India basis.
  • Conducted Product and on job training, along with Soft Skills training for Customer Service Team.
  • Awards/Accolades:
  • - Microsoft- Outstanding Results (June 2006)- Microsoft Offsite Meet
  • - Microsoft Employee of the month April 2007
  • - Microsoft Star of Quarter from Jan to March 2009

Customer Support Manager

Alphabetic Computer Services Pvt. Ltd.
05.2004 - 09.2005
  • Monitor at the assigned Area Level for all locations
  • Response Time
  • Repair or call close time
  • Pending Calls
  • Spare Sets Standards
  • Engineer Managing Standards
  • Call Back / Repeat calls.
  • Report consolidated, Report for all the Area Level performance to the Regional Manager.
  • Assist Regional manager in assessment of engineers by giving feedback on Individual Engineer’s performance and attitudes.
  • Monitor and update of performance / skill sets of Engineers.
  • Identify Training needs of Engineers in association with Human Resources Executive.
  • Get Area Performance reports from the Territory Managers and Site In charge.
  • Report to the Regional manager on overall Machines maintained and Spares used customer wise.

Senior Networking Engineer

Venktron Digital System’s PVT Ltd.
02.1998 - 04.2004
  • Responsible for installation and maintenance of hardware and software. I was also involved in the project of Proxy Server for Internet and Email sharing setup for a small firm of that particular firm handled Windows 2000 server. Gives customize solution for the internet sharing so customer can get an option to choose software solution.
  • Software Solution requires any internet sharing software like Win Proxy.
  • Using TCP / IP Protocol as a default Protocol.

Field Engineer

M/S. Shree InfoTech
12.1996 - 01.1998
  • Performed dual duties of a Hardware Engineer. I was involved in installation of Operating Systems Such as Windows 95/98 & Server installation of Novell 3.12;
  • I carried out general maintenance of computer devices such as Printers / Scanners / modem etc.
  • I handled troubleshooting of networking such as Novell Peer to Peer.

Education

H.S.C -

01-1995

S.S.C -

01-1993

Skills

    • Coordination’s
    • MIS Reporting
    • TAT Management
    • Team Management
    • Material Management
    • Warehouse
    • Data-driven inventory planning
    • Strategic MSL coordination
    • Customer service
    • Positive attitude
    • Problem-solving

Interests

Travelling & Indoor Games

Certification

  • Diploma in computer Hardware (D.H.E) From Abhinav Technical Institute.
  • (MCP) Microsoft certified Professional

Personal Details

English, Hindi, Marathi and Konkani.

Timeline

Service Manager, India

Secure Connection Pvt Ltd
07.2016 - Current

IT Manager

Creative India and Distribution Pvt Ltd
02.2015 - 06.2016

Service Manager for India & SAARC

Belkin India Pvt Ltd
10.2009 - 10.2013

National Service Manager

Microsoft
12.2005 - 10.2009

Customer Support Manager

Alphabetic Computer Services Pvt. Ltd.
05.2004 - 09.2005

Senior Networking Engineer

Venktron Digital System’s PVT Ltd.
02.1998 - 04.2004

Field Engineer

M/S. Shree InfoTech
12.1996 - 01.1998

H.S.C -

S.S.C -

Francis D’costa