GOURAV GULATI
Deputy Manager At Havells India Ltd.
Summary
Committed Deputy Manager with experience coaching and directing staff to improve customer interactions. Dedicated to handling recordkeeping, holding training sessions and overseeing daily activities. Keen eye for identifying solutions to improve speed and accuracy while reducing costs of work processes. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
13
13
years of professional experience
Work History
Area Service Head
Havells India Ltd, Lloyd – A Havells Brand
Faridabad
11.2018 - Current
- Analyzed regional service trends and performance metrics to inform strategic decisions.
- Work on CRM Portal to monitor customers and dealers complaints closer within TAT Period.
- Directed and managed team of 13 authorized service franchises and service technicians in area capacity.
- Coordinated with service teams to resolve customer service issues.
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Implemented and enforced area service quality assurance processes.
- Surprise audit of service franchise to meet company standards.
- Evaluated service partners performance and conveyed constructive feedback to improve skills.
Area Service Manager
Voltas Ltd, TATA Group
New Delhi
03.2016 - 11.2018
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Work on CRM Portal to maintain Customers and Dealers complaints closer within TAT Period
- Handle the productivity of each service franchise and maintain monthly evaluation parameters
- Monitored regional service operations to confirm compliance with industry standards.
- Collaborated with regional sales teams to identify and meet customer needs.
- Adhere Monthly PJP shared with Management
- Ensure Dealer and customer satisfaction and resolve escalated Issues on top most priority
- Surprise audit of service franchise to meet company standards
- Set aggressive targets for service partners to drive company success and strengthen motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Evaluated service partners performance and conveyed constructive feedback to improve skills.
Territory Manager
Hitachi Home & Life Solutions (I) Ltd
Noida
04.2015 - 03.2016
- Focus on Energy and other cost of Operations.
- Communicated regularly with territory, regional, and strategic managers for daily support and strategic planning for accounts.
- Drive Customer Delight by providing customers with highest uptime
- Share Revenue Target and Collection Plan with management on monthly basis
- Cultivated relationships with key accounts in territory and provided support to drive customer satisfaction.
- Worked with vendors and suppliers to support timely delivery of services.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Area Service Incharge
Videocon Industries
Jodhpur
05.2014 - 04.2015
- Work on WEBCMS Portal to maintain Customer and Dealer complaints closer within TAT Period
- Maintain the monthly evaluation parameters
- Established and maintained relationships with regional customers, vendors and contractors.
- Prepare Customer's visit Plan for every Engineer as per area for Productivity and complaint closer
- Collaborated with Branch sales teams to identify and meet customer needs.
- Control the Spares Flow in Field and ensure defective Spares should be return to Store within timelines with all documents
- Surprise Audit on Complaints and do happy calling to customers for feedback
- 100% Revenue Target as per commitment with Management.
- Monitored service operations to confirm compliance with industry standards.
Operation & Relationship Manager
Aceline Info solutions Pvt. Ltd
10.2010 - 05.2014
- Focus on Energy and other cost of Operations
- Quality Assurance & Site Audit Compliance
- Ability to Train, Guide & Motivate my team member time to time
- Handling the team of 20 people
- To minimize service impacts to customers within established cost parameters
- Act as 3rd line Escalation for all Managed Services incidents
- Act as single point of contact for client and internal requests
- Resolution of Customer issues within timelines
- Ensure good relationship with Customers
- Got Appreciation Certificates for Excellent Customer Relations from Mr
- Rajendra Yadav (OME Head-INDUS UP-East)
- Industrial Exposure
Education
B.E. - Electronics And Communication Engineering
Hindu College of Engineering
Sonipat, Haryana 08.2006 - 05.2010
High School Diploma -
Kurukshetra Sr. Sec. School
Faridabad 04.2005 - 03.2006
Skills
Sales expertise
Complaint resolution
Report preparation
CRM
Staff education and training
Stock management
Technical Support
Service standard compliance
Timeline
Area Service Head
Havells India Ltd, Lloyd – A Havells Brand
11.2018 - Current
Area Service Manager
Voltas Ltd, TATA Group
03.2016 - 11.2018
Territory Manager
Hitachi Home & Life Solutions (I) Ltd
04.2015 - 03.2016
Area Service Incharge
Videocon Industries
05.2014 - 04.2015
Operation & Relationship Manager
Aceline Info solutions Pvt. Ltd
10.2010 - 05.2014
B.E. - Electronics And Communication Engineering
Hindu College of Engineering
08.2006 - 05.2010
High School Diploma -
Kurukshetra Sr. Sec. School
04.2005 - 03.2006