Freddy Francis
Customer Service Executive
Kochi
Summary
Dedicated and adaptable professional with a Bachelor of Technology in Electronics and Communications. Experienced in diverse roles, including Dealer Support Executive at Panasonic India Pvt Ltd, where I successfully managed the clearing of defective stock, coordinated with vendors for liquidation-approved materials, and streamlined RMA processes. Currently serving as a Warehouse Engineer at Panasonic Life Solutions India Pvt Ltd, excelling in the inspection and categorization of defective return units. Proficient in Linux and Cisco systems, with technical certifications including Red Hat Certified System Administrator (RHCSA) and Cisco Certified Network Associate (CCNA). Skilled in utilizing tools like MS-Office, Nmap, and Wireshark. Adept at communication, with a positive attitude and a good sense of humor. Proven ability to coordinate end-to-end processes, work collaboratively with internal teams, and ensure customer satisfaction. Seeking to leverage technical expertise and multitasking skills to contribute effectively to a dynamic work environment.
Overview
6
6
years of professional experience
10
10
years of post-secondary education
4
4
Languages
Work History
Warehouse Engineer
Panasonic Life Solutions India Pvt Ltd
07.2021 - Current
- Conduct part cannibalization when required in emergency situations, ensuring proper approvals from units lying in defective/service locations.
- Inspect and verify defective return units, including Dealer Return RMA Units and Customer Replacement Return Defective Units, encompassing technical, aesthetic, and transit damage categories.
- Categorize defective units for carton damage, discount sale, and scrap sale, and grade them accordingly for efficient warehouse management.
- Fulfill the role of Branch Service Coordinator, managing Replacement Cases for Cochin Branch.
- Compile and submit daily Flash Replacement Reports to the Regional Service Manager (RSM) and Branch Service Manager (BSM).
- Initiate and process replacement cases, coordinating with the Panasonic India Head Office team for speedy approvals.
- Draft approvals for Validation Team (VT), Product Heads (PH), Branch Accounts Team (BCH), Branch Commercial Head, and Branch Head, seeking support if required regarding the replacement process.
- Collaborate with the Regional Logistic Incharge (RLI) and other Branch Warehouse teams for stock movement to Cochin Branch as needed for replacement cases.
- Secure approvals for discount, recovery amount waivers from concerned authorities to resolve customer issues effectively.
- Manage end-to-end communication with dealers, ASC Team, and customers in emergency cases to resolve service-related issues promptly.
- Follow up on defective material return processes after replacement approval in the system, coordinating with the warehouse team for timely dispatch of replacement units.
- Support and follow up with ASC Team for defective unit return once replacement units are delivered to customers.
- Collaborate with the Cochin Warehouse Team for discount billing and scrap billing sets, including serial number sticker collection and filing.
- Submit timely reports to the Head Office Team (HO) regarding pending defective materials in the Cochin Warehouse, ensuring clearance through discount/scrap billing with the support of the HO Team.
Dealer Support Executive
Panasonic India Pvt Ltd
12.2020 - 07.2021
- Successfully cleared defective stock by implementing timely liquidation processes.
- Facilitated the Return Merchandise Authorization (RMA) process in accordance with company policies.
- Provided effective support to dealers, ensuring their satisfaction and adherence to company standards.
- Collaborated with internal teams to streamline processes and enhance efficiency in stock handling.
- Maintained meticulous records of stock transactions and RMA processes, ensuring accurate documentation.
- Contributed to the development and implementation of strategies to minimize stock-related issues.
- Acted as a liaison between the company and dealers, addressing concerns and resolving issues promptly.
- Collaborated with the sales team to optimize stock levels and improve overall customer satisfaction.
- Assisted in developing and implementing training programs for dealers to enhance product knowledge.
- Coordinated with multiple vendors to obtain quotes for liquidation-approved materials, ensuring cost-effective processes.
- Managed end-to-end coordination to clear approved defective stock from dealers through the vendor collection process and scrap.
- Filed and recorded serial numbers and stickers of vendor-collected sets for accurate documentation and tracking.
- Facilitated communication between vendors and dealers to streamline the liquidation process efficiently.
- Generated and shared daily reports with ASCs (Service Centers of Panasonic), providing insights into daily dealer pending issues.
- Enforced timely resolution of dealer calls by pushing ASCs to adhere to company-specified timeframes.
- Utilized Salesforce (previously Microsoft CRM) for DDM (Dealer Defective Management) and RMA processes.
- Approved units in the system and ensured follow-up with each ASC to close calls/jobs promptly.
- Collaborated with internal teams to optimize the DDM and RMA processes for improved efficiency.
- Provided training and support to ASCs on Salesforce and other tools to enhance their capabilities.
PROCESS ASSOCIATE (TITLE SEARCHER)
NEST INFORMATION TECHNOLOGIES PVT LTD (REDVISION/TITLEVISION/DATATRACE)
10.2018 - 02.2020
- RESPONSIBLE FOR SEARCHING FOR TITLES, REAL ESTATE RECORDS, AND COMPILING A LIST OF MORTGAGE AND OTHER CONTRACTS
- PREPARE PROPERTY REPORTS AND TITLE COMMITMENTS FOR VARIOUS U.S COUNTIES
PCE (PREFER CUSTOMER EXECUTIVE)
SAMSUNG INDIA PVT LTD
07.2018 - 09.2018
- HANDLING CUSTOMER ESCALATIONS AND DEALER ESCALATIONS
BRANCH RELATIONSHIP EXECUTIVE
STATE BANK OF INDIA D2C POS CHANNEL
11.2017 - 02.2018
- HANDLING HIGH PROFILE CUSTOMERS AND CREDIT CARD SALES
Education
Bachelor of Technology - Electronics And Communications Engineering
04.2001 -
BACHELOR OF TECHNOLOGY - ELECTRONICS AND COMMUNICATONS
04.2001 -
High School Diploma -
04.2001 -
- Percentage: 82.6
- Board: BOARD OF HIGHER SECONDARY EXAMINATIONS, Kerala
No Degree - S.S.L.C
04.2001 - 05.2011
- Percentage: 96.7
- Board: BOARD OF PUBLIC EXAMINATIONS, KERALA
Skills
Good Oral and written communicationundefined
Personal Information
- Passport Number: R 1472005
- Blood Group: O+
- Date of Birth: 06/21/1995
- Gender: Male
- Nationality: Indian
- Driving License: 43/4018/2014
- Marital Status: Unmarried
Aadhaar No
4164 9214 1630
Projects
SOFTWARE DEFINED RADIO USING MATLAB 3 DIMENTIONAL DISPLAY USING LED CUBE
Voter Id
YBC0695874
Disclaimer
I hereby declare that the information furnished above is true to the best of my knowledge
Timeline
Warehouse Engineer - Panasonic Life Solutions India Pvt Ltd
07.2021 - Current
Dealer Support Executive - Panasonic India Pvt Ltd
12.2020 - 07.2021
PROCESS ASSOCIATE (TITLE SEARCHER) - NEST INFORMATION TECHNOLOGIES PVT LTD (REDVISION/TITLEVISION/DATATRACE)
10.2018 - 02.2020
PCE (PREFER CUSTOMER EXECUTIVE) - SAMSUNG INDIA PVT LTD
07.2018 - 09.2018
BRANCH RELATIONSHIP EXECUTIVE - STATE BANK OF INDIA D2C POS CHANNEL
11.2017 - 02.2018
BIR TIKENDRAJIT UNIVERSITY - Bachelor of Technology, Electronics And Communications Engineering
04.2001 -
ALBERTIAN INSTITUTE OF SCIENCE AND TECHNOLOGY - BACHELOR OF TECHNOLOGY, ELECTRONICS AND COMMUNICATONS
04.2001 -
SANTA CRUZ HIGHER SECONDARY SCHOOL - High School Diploma,
04.2001 -
ST. JOHN DE BRITTO ANGLO-INDIAN HIGH SCHOOL - No Degree, S.S.L.C
04.2001 - 05.2011
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