Gautam Kumar
Senior Executive Engineer
New Delhi,DL
Summary
Experienced Senior Excecutive Engineer skilled in Training Program Development and Performance Evaluation, with a focus on improving technical skills, customer service, and process efficiency. Expertise in enhancing repair quality, reducing repeat repairs, and leveraging feedback for brand quality management. Proven track record in leading teams, optimizing warehouse processes, and resolving issues through Root Cause Analysis (RCA). Effective communicator with strong stakeholder engagement and a commitment to continuous improvement to achieve company vision and mission.
Overview
6
6
years of professional experience
Work History
Technical Specialist
Oppo Mobile India Pvt Ltd
2022.10 - 2023.03
- Quality Analyst of customers to improve the overall process to achieve CSAT
- Excel, SAP, Sales force, ERP management for part inventory
- Mobile Handset and lot technical policy and assessment creation as per the Headquarter china directives
- Technical support to service center
- L3 escalations mobile handset technical repairing support.
Senior Associate-Device Inventory Management
Paytm-One97 Communication Limited
2021.12 - 2022.09
- Worked varied hours to meet seasonal and business needs
- Rich experience at strategic and operational level in managing device management to escalation handling by every touch point to provide final resolution with clear call to action
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies
- Working on various company tools for perfect and concise data preparation by using advanced excel, VBA, SQL, Google spread sheet, Yumm Mail Merger.s Overall competitive command on Salesforce and device inventory management tools
- Resolving higher escalations within expected time with satisfactory and outstanding level
- Contribution to the company SOPs for overall creating system streamlined and improvement of the process.
Service Operation Engineer
Sony India Electronics Private Limited
2018.12 - 2021.12
- Resolved problems, improved operations and provided exceptional services of consumer durable Products
- Actively handed in service from diagnosing to repairing of Sony Leds TV- BRAVIA, Digital Imaging, Professional Camera, Medical Printer and Audio
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Increased customer satisfaction by resolving issues within the TAT
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Senior Executive
Vivo Mobile India Pvt Ltd
2023.03 - Current
- Conduct TNA: Identify skills gaps through data collection and consultation.
- Develop Programs: Design and implement training for technical skills, customer service, and process improvements.
- Evaluate Performance: Use KPIs, regular reviews, and feedback mechanisms.
- Identify Deficiencies: Analyze data to find performance gaps.
- Improvement Plans: Create and track action plans to address deficiencies.
- NPS Improvement: Train on customer service and customer feedback utilization.
- Repair Quality: Ensure adherence to SOPs and implement quality checks.
- Reduction in Repeat Repairs: Enhance diagnostics and repairing skill.
- D-SAT Analysis: Address issues from customer dissatisfaction reports.
- RCA: Use tools like 5 Whys to determine root causes.
- Top 10 Issues: Analyze and resolve top recurring issues.
- Oversight: Delegate roles, maintain communication, and motivate a team of 28 members.
- Analyze Feedback: Address quality concerns and develop improvement initiatives.
- Implement Countermeasures: Create strategies based on feedback to enhance product quality.
- Reverse Logistics: Optimize processes to meet TAT goals and improve efficiency.
- Follow-Up: Provide updates and establish feedback loops.
- Ensure Progress: Use project management tools to track and ensure timely progress. Currently Using P-D-C-A methodology.
Education
B-Tech - Electrical And Electronics Engineering
Gandhi Engineering College
11.2017
GATE-2017 - Electrical Engineering
IIT-Roorkee
03.2017
Skills
Brand Quality Management
Training Program Development and Performance Evaluation
Stakeholder Follow ups
Reports for senior management
Data Analysis
Escalations Management
Accomplishments
- Completed urgent quality and reputation task in a single day and supported company to retain brand image.(July-2024)
- Made the complete follow ups process for the quality collection within company TAT and provided complete queries resolution of global team within no time with maximum satisfaction for that awarded by global team(March-2024)
- Introduced P-D-C-A (Plan-Do-Check-Act/Adjust) improvement methodology against the "Not Qualified" state in respective technical parameters and improved customers service D-SAT,Product Quality, repair engineer technical ability.(March-2024)
Timeline
Senior Executive
Vivo Mobile India Pvt Ltd
2023.03 - Current
Technical Specialist
Oppo Mobile India Pvt Ltd
2022.10 - 2023.03
Senior Associate-Device Inventory Management
Paytm-One97 Communication Limited
2021.12 - 2022.09
Service Operation Engineer
Sony India Electronics Private Limited
2018.12 - 2021.12
B-Tech - Electrical And Electronics Engineering
Gandhi Engineering College
GATE-2017 - Electrical Engineering
IIT-Roorkee
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