Hemant Patel
Mumbai
Summary
Dynamic professional with a proven track record at PANASONIC LIFE SOLUTIONS INDIA PRIVATE LIMITED, excelling in sales support and relationship building. Mastered the art of complaint handling and staff mentoring, significantly enhancing customer satisfaction and team productivity. Expert in MS Office and performance evaluations, adept at turning feedback into actionable insights for continuous improvement. Results-driven Regional Customer Service Manager recognized for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and conflict resolution to enhance customer service operations. Excel in communication, problem-solving, and adaptability, ensuring seamless service delivery and customer satisfaction.
Overview
19
19
years of professional experience
Work History
ASST. MANAGER CUSTOMER SERVICE
PANASONIC LIFE SOLUTIONS INDIA PRIVATE LIMITED
Thane
03.2014 - Current
- Prepared comprehensive monthly progress reports for senior management review.
- Analyzed performance metrics to recommend optimizations for frequency efficiency.
- Implemented proactive measures to prevent potential issues from escalating into larger problems.
- Conducted weekly online meetings with staff members to ensure consistent delivery of excellent customer service standards.
- Provided coaching and mentoring support for branch billing and warehouse team staff members when needed.
- Resolved escalated customer inquiries quickly and efficiently in order to maintain high levels of customer satisfaction.
- Analyzed customer feedback, identified opportunities for improvement, and designed strategies to address customer needs.
- Identified process gaps or inefficiencies within the customer service team and developed solutions accordingly.
- Provided guidance and direction on customer service policies, procedures, and best practices.
- Analyzed data to identify new sales opportunities within the region.
- Established strong relationships with customers by providing timely responses to inquiries and addressing any concerns promptly.
- Monitored performance metrics such as average handle time, first call resolution rate, and customer satisfaction scores.
- Created detailed reports on regional performance trends and key areas of focus for improvement.
- Maintained up-to-date knowledge of company products, services, pricing structures, promotions.
- Worked effectively in team environments to make the workplace more productive.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
- Managed inventory and supplies to ensure materials were available when needed.
- Assessed data processing proposals and requirements to determine feasibility.
- Communicated relevance of organizational goals, policies and procedures
Officer
Philips Electronics India Limited on roll of Randstad India Ltd.
Mumbai
02.2011 - 02.2014
- Assessed data processing proposals and requirements to determine project feasibility.
- Created and updated user-friendly spreadsheets on daily basis.
- Created tables, pivot reports, and charts for information tracking purposes.
- Met with stakeholders to collaborate and resolve problems.
- Reviewed and approved project plans prior to implementation.
- Managed database administration tasks, ensuring data accuracy and security across all platforms.
- Maintained a database of customer information, including contact details, preferences and purchase histories.
- Developed MIS reports to track customer service performance and identify areas for improvement.
- Created dashboards and visualizations to present data insights in an easy-to-understand format.
Officer
Navkar Enterprises(Vodafone Distributor)
Mumbai
04.2007 - 08.2009
- Handled different parties or distributor sales executives.
- Monthly sales data.
- Good command over Microsoft Excel report generation.
- Creating New Parties and Code in Vodafone CRS.
- Accuracy in data capturing and timely rectification of errors.
- Verification of new Vodafone customer.
Officer
Rajputana Distributor . (Airtel & Hindustan Liver Ltd.)
Mumbai
06.2006 - 03.2007
- Managed relationships with third-party logistics providers to ensure efficient inventory handling and storage.
- Provided guidance and direction to warehouse staff on proper inventory handling techniques.
Education
M.Com (Management) - Management
Mumbai University
Mumbai01-2016
Skills
- Sales support
- Task delegation
- Complaint handling
- Training and mentoring
- Staffing coordination
- Management of remote employees
- Feedback collection
- MS office
- Relationship building
- Product and service solutions
Languages
Gujarati
First Language
Hindi
Elementary (A2)
A2
English
Elementary (A2)
A2
Marathi
Elementary (A2)
A2
Accomplishments
- High Flyers Recognition commendable performance in Q1 2022023.
- QCC Activities & Participated in HO WIT Convention (Feb-2023).
- Certificate of Recognition (Spot Recognition-2024).
- Certificate of Participation in Global Strategy Challenge.
References
References available upon request.
Timeline
ASST. MANAGER CUSTOMER SERVICE
PANASONIC LIFE SOLUTIONS INDIA PRIVATE LIMITED
03.2014 - Current
Officer
Philips Electronics India Limited on roll of Randstad India Ltd.
02.2011 - 02.2014
Officer
Navkar Enterprises(Vodafone Distributor)
04.2007 - 08.2009
Officer
Rajputana Distributor . (Airtel & Hindustan Liver Ltd.)
06.2006 - 03.2007
M.Com (Management) - Management
Mumbai University
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