Gaurav Sharma

Customer experience

· Prepare action plan for low NPS, CSAT & Mystery Audit stores

· Strategize, implement and review CSAT action plan

· Handle all customer escalations & their timely closure

· Respond to all negative feedbacks on service by calling aggrieved customer & win them back through a service intervention

Sales planning & target achievement

· Prepare monthly sales plan & design strategy to deliver the target assigned

· Prepare strategy to deliver higher customer conversion on service products e.g. Ext. Warranty & others

· Conduct weekly/quarterly sales reviews with store operations team & set-up action plan for sales & service improvement areas.

Performance review

· Conduct weekly/monthly/quarterly review of VAS performance on KPI with store operations team

· Prepare performance reports product wise, identify gaps & shows sales opportunities to store operations team

Product management

· Design training strategy with regional trainer by identifying gaps in the performance of store staff

· Responsible for achieving customer satisfaction score for the Zone / Region for all VAS products

· Lead & promote business for VAS products in the Zone / Region by working closely with Marketing and support office team of VAS

· Prepare marketing calendar for the Zone / Region & execute the programs for VAS

· Sales & Business Development strategy for VAS products in the assigned Zone / Region

· Work closely with Brands to deliver best in class customer experience

Process compliance

· Conduct monthly audits of store on sales pitch, product knowledge, brand visibility, service delivery etc.

· Ensure compliance to sales process & engage with stores with below par score from Mystery Audit

· Monitor, track, review all Service Request’s on CRM for the cluster & ensure compliance to TAT & SLA based on the commitment to the customer.

• Customer satisfaction and customer relationship management and improving customer value proposition
• Maintaining TAT & Achieving KPI.
• Promoting service culture, service concepts
• Expanded territory by effectively negotiating beneficial deals for principle product sales, distribution and service
• Managed quality program of Customer Retention & Recovery, internal audits and customer surveys
• Auditing the service centers across the state & delivering feedback to improve & Need to make sure that their is no mismatch of inventory, both CRM stock and physical stock should be same
• Ensuring that complaints are handling and closing timely, most important part is to control complaint so that it do not happen again & Should be fair with policies of handling external customers and internal customers
• Responsible for maintaining turnover days of state & for weekly and Monthly return parts orders from CRM and physical dispatch to WTC
• Also monthly audit of spare part and maintain difference rate with training of service center staff for MSL planning & assist the team on spare part assessment, related to data analysis and report making
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
• Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Resolved customer complaints while prioritizing customer satisfaction and loyalty
• Built partnerships with diverse internal teams and sales, finance and operations departments to streamline processes
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
• Sustained continuous improvement by implementing customer interface management systems through telephone communication, email marketing, live chat services and social media

• Open new service channel partners &manage them for giving the best service experience for the customers
• Making process for Inventory Audits on Monthly Basis & Recovering the Loss as per the definite process
• Responsible for recruiting, motivation, training and monitoring office and Technical staff for Mobiles
• Manage with available inventory and Service reports
• Responsible for managing accounts payable, account receivable and financial reports
• Auditing the service centers across the state & delivering feedback to improve & Need to make sure that there is no mismatch of inventory, both CRM stock and physical stock should be same
• Ensuring that complaints are handling and closing timely, most important part is to control complaint so that it do not happen again & Should be fair with policies of handling external customers and internal customers
• Responsible for maintaining turnover days of state & for weekly and Monthly return parts orders from CRM and physical dispatch to WTC
• Also monthly audit of spare part and maintain difference rate with training of service center staff for MSL planning & assist the team on spare part assessment, related to data analysis and report making
• Customer satisfaction and customer relationship management and improving customer value proposition
• Maintaining TAT & Achieving KPI’s
• Promoting service culture, service concept etc.
• In service staff, Everyday supervising the mistakes, arranging training for new staff and events of service team & Managing incentive and fine amount reports also keeping a check on attendance and leaves of staff
• Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
• Met with customers to discuss service needs and offer available solutions
• Efficiently assisted service workers with problematic transactions to maintain customer satisfaction and quickly rectify issues
• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training

• Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
• Introduced higher standards for customer service and increased efficiency by streamlining operations
• Monitored metrics and developed actionable insights to improve efficiency and performance
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Achieved and consistently exceeded revenue quota through product and service promotion during routine calls
• Improved customer service initiatives by streamlining sales and order management processes
• Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status
• Researched and observed emerging markets and market shifts, taking advantage of opportunities by identifying potential leads and new markets
• Designed and implemented strategic business plans to achieve growth and sales goals while managing sales team and building long-lasting customer relationships.

• Boosted branch sales by developing and deepening customer loyalty through incentive programs &
• Assessed budget plans and present costs to forecast trends and recommend changes
• Maintained friendly and professional customer interactions & Wrote reports detailing branch activities
• Increased client and supplier satisfaction by solving complex issues with efficient resolutions & Also
• Trained employees on proper procedures and strategies to improve productivity
• Implemented new organizational strategies to strengthen filing systems for billing, receiving and delivery reports to optimize processes
• Expanded territory by effectively negotiating beneficial deals for principle product sales, distribution and service
• Protected company assets with strategic risk management approaches.

• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
• Managed team of 55-65 employees, overseeing hiring, training, and professional growth of employees
• Maintained and repaired facilities, equipment and tools to achieve operational readiness, safety and cleanliness
• Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity Also
• Created plans and communicated deadlines to ensure projects were completed on time
• Worked with Escalated customers to understand needs and provide excellent service Also Used critical thinking to break down problems, evaluate solutions and make decisions
• Resolved problems, improved operations and provided exceptional service & Maintained excellent attendance record, consistently arriving to work on time.

• Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment
• Conducted research, gathered information from multiple sources and presented results
• Exceeded goals through effective task prioritization and great work ethic
• Developed and implemented performance improvement strategies and plans to promote continuous improvement
• Completed minor preventative maintenance and mechanical repairs on equipment
• Carried out day-day-day duties accurately and efficiently
• Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
• Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.

• Built strong relationships with customers through positive attitude and attentive response
• Monitored operating machinery to assess progress, adjust settings and maintain desired tension and speeds
• Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
• Adhered to rigorous standards for customer service, merchandising and operational safety
• Closely supervised team and volunteers to uncover needs and improve quality of services offered
• Optimized customer support by establishing collaborative service environment
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
• Planned, managed and directed daily board operations to increase revenue and reduce costs through P&L analysis

• Working with team and making site work by installing BTS and make site working and hand over site to concerned company and testing site at regular intervals And rectifying complaints given by Engineers And making site working fine
• Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
• Mentored and guided employees to foster proper completion of assigned duties
• Built strong relationships with customers through positive attitude and attentive response
• Worked with customer service to handle escalated customer issues
• Created staff schedules, approved requested time off, and updated reports.