Gaurav Kumar
Bijnore
Summary
Experienced with managing diverse service operations and ensuring high standards of customer satisfaction. Utilizes strong leadership and strategic planning to improve service delivery. Track record of enhancing team performance and resolving complex service issues effectively.
Overview
6
6
years of professional experience
Work History
AREA SERVICE MANAGER
Lava International Ltd.
05.2016 - 11.2021
- In a tenure of 5.5 years two territory were supervision, starting 2.2 years (from May'16 to August '18) - Hisar zone were operated
- After this successful tenure a new territory was assigned in September 2018 i.e Kota (Rajasthan)
- Managed the operations of about 16 service partners in Hisar zone and 17 service partners at Kota zone
- Managed Service Operations in remote locations, ensuring optimal service delivery and client satisfaction
- Oversaw day-to-day operations to meet client needs and service level agreements
- Established and maintained relationships with key clients and operational contacts
- Implemented service strategies to enhance client experience and loyalty
- Conducted regular market visits to identify client needs and opportunities for growth
- Managed service turnaround times (TAT) and resolved client issues promptly
- Ensured compliance with service standards & quality with latest Qc tools and cost control measures
- Implemented corrective actions to address client concerns and improve service quality
- Conducted audits at service partner locations to ensure service excellence
- Training and Development
- Regular Focus on Customer Rating
- Sales support and Trade Visit
- Work Planning and Prioritization
- Performance Evolution
- Focused on delivering exceptional service to clients through empathy and understanding
- Proactively addressed client issues and followed up on outstanding matters
- Investigated potential problems reported by customers related to product malfunction or defects
- Conducted weekly meetings with staff to review performance goals and objectives, providing feedback on areas for improvement
- Ensured proper documentation was maintained for all service calls performed by technicians
- Developed and implemented strategies to improve customer satisfaction levels, resulting in increased sales and profits
- Provided technical assistance over the phone when possible, in order to resolve customer issues quickly
- Organized regular training sessions for technicians in order to keep them up to date with industry best practices
- Performed cost analysis on repair jobs in order to maximize efficiency while minimizing expenses
- Recruited, trained, coached and mentored new technicians to ensure they had the necessary skills to meet job requirements
- Consistently maintained high customer satisfaction ratings
- Won the BAHUBALI contest in 2016 with the price Money
- Established two excellence exclusive centers in Hisar and Sirsa, Haryana
- Championed the 3D contest in OND'19 and JFM'20
- Established Service on Wheel for rural and long-distance consumers in 2021
Education
Bachelor of Technology - Electronics & communication Engineering
IMS Engineering College
Ghaziabad, Uttarpradesh06.2015
Skills
- Client Relationship Management
- Service Level Agreements
- Onboarding and Orientation of Vendors
- Compliance and Quality Assurance
- Cost Control
- Negotiation and Conflict Resolution
- Adaptability and flexibility
- Work Planning and Prioritization
- Employee training
- Project management
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Won the BAHUBALI contest in 2016 with the prize money.
- Established two excellence exclusive centers in Hisar and Sirsa, Haryana.
- Championed the 3D contest in OND'19 and JFM'20.
- Established Service on Wheel for rural and long-distance consumers in 2021.
Languages
Hindi
Advanced (C1)
Timeline
AREA SERVICE MANAGER
Lava International Ltd.
05.2016 - 11.2021
Bachelor of Technology - Electronics & communication Engineering
IMS Engineering College
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