Harshali Ugale

• Searched and appointed new service partners to meet company standards.
• Handled service operations in the parameters below.

TAT management, pending calls clearance, FTF, repeat calls tracking, revenue generation (ACC-ESS), AMC business, consumption control in spares, NPS, OG calls monitoring, negative response from customers about service, and solving them on priority, social media - senior management cases resolution on top priority, keep track of MSL at the franchise level.

Timely clearance of fresh defective and fresh return parts of service partners.

• Ensured the quality of customer service provided by service partners. Regularly monitored and helped improve service quality parameters, such as open calls, same-day closures, and escalations of each service partner.
• Assisted service partners in educating service engineers about the right attitude for handling customer interactions, validated replacement calls, and initiated the process from the service end. Assisted service partners in stock management for spare parts.
• Developed and implemented strategies to improve customer satisfaction levels, resulting in increased sales and profits.
• Reviewed completed work to verify consistency, quality, and conformance.
• Recruited, trained, coached, and mentored new technicians to ensure they had the necessary skills to meet job requirements by senior trainers.
• Resolved customer inquiries and complaints requiring management-level escalation.
• Managed daily operations and maintenance of the service department, ensuring all processes were completed in a timely manner.
• Analyzed data from customer surveys to identify areas for improvement in service delivery.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Negotiated contracts with suppliers to obtain competitive pricing on parts and services.
• Conducted weekly meetings with staff to review performance goals and objectives, providing feedback on areas for improvement.
• Monitored inventory levels of parts and supplies needed for service repairs.
• Evaluated individual and team business performance and identified opportunities for improvement.
• Handled defective product team of 10 engineers, including back-end coordinator

- Delegated work to staff, setting priorities and goals.

- Implemented quality assurance programs designed to reduce rework time, or repeat visits, due to faulty repairs.

- Performed cost analysis on repair jobs in order to maximize efficiency while minimizing expenses.

- Responsible for dealer defective product clearance for ROM.

Maintained trade partner satisfaction by providing timely resolution in cases of defective products on the shop floor.

- Performed periodic stock checks at trade partner godowns, and minimized stock defects and repair costs.

• Provide a swift response to escalated customer issues raised by trade partners.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Organized regular training sessions for technicians in order to keep them up-to-date with industry best practices.
• Resolved customer complaints promptly and courteously while maintaining excellent customer relations.
• Coordinated scheduling of technicians' appointments according to availability of parts or services required.
• Ensured proper documentation was maintained for all service calls performed by technicians.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Investigated potential problems reported by customers related to product malfunctions or defects, and reported them to the Quality team for changes.
• Analyzed business performance data and forecasted business results for upper management.
• Prioritized and organized tasks to efficiently accomplish service goals.
• Completed day-to-day duties accurately and efficiently.
• Identified needs of customers promptly and efficiently.

I have taken over the team of Industrial Products (12 engineers and a backend coordinator) and Kitchen Appliances (4 engineers and a backend coordinator). I am responsible for service delivery and the business of AMC and essential products.