HITESH KUMAR
Customer Service Manager
Tohana
Summary
Highly competitive, passionate, persuasive and articulate, able to achieve results others believed to be impossible. Experienced in Customer relations, Partnership building and Product management. Highly motivate Customer Service Manager with 11 years of consumer durable experience. Consistently drives results by building and leading high-performance teams. Excellent communication skills with proven history of effectively collaborating across all organizational levels. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
State Service Manager
Reliance Retail Ltd
09.2022 - Current
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Monitored inventory levels and placed orders to replenish stock.
- Analyzed service reports to identify areas of improvement.
- Resolved customer complaints in professional and timely manner.
- Monitored service staff performance and provided feedback for improvement.
- Hired, trained and supervised team of service staff members to meet business goals.
- Developed customer loyalty programs to increase customer satisfaction.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Area Service Manager
Whirlpool of India limited
08.2019 - 09.2022
Area Service Manager
LG Electronics India Pvt. Ltd
08.2016 - 08.2019
Area Service Incharge
LLOYD ELECTRIC & ENGG LTD
07.2014 - 07.2016
Area Service Incharge
Videocon Industries Ltd.
04.2012 - 06.2014
Education
MBA - Operations Management
NMIMS Global Access School Continuing Education
Mumbai 02.2021 - 04.2023
Bachelor of Technology And Management - Electrical And Electronics Engineering
Maharishi Dayanand University
Gurugram 08.2008 - 12.2011
Diploma - Electronics And Communications Engineering
RJLB Govt Polytechnic
Loharu ( Bhiwani) 07.2005 - 06.2008
High School Diploma -
DN Saraswati High School
Jind 04.2001 -
Skills
Documentation and reporting
undefinedHighlighted Career Achievements
- Awarded as "Best Performer in 2018" itself in LG ELECTRONICS INDIA PVT. LTD.
- Awarded as "Performer of the Quarter" itself in my first quarter in LLOYD ELECTRIC & ENGG LTD.
- Consecutively 3 times Champion of each quarter for achieving Best TAT &DSR the Region for Videocon Industries Ltd. Karnal
- Market Penetration- started with 1 district of Haryana and after 6 months, taking care of 3 districts in the north region for Videocon Industries Ltd.. (Karnal, Panipat, Sonipat).
Education Skills
B.Tech.( Electrical& Electronics Engg )from Maharishi Dayanand University in 2011., Diploma( Electronics& Communication Engg) From State Board of Technical Education Chandigarh in 2008, Secondary from HBSE Bhiwani ( Haryana ) in 2005., Practical knowledge of MS-office & its Applications, Practical Knowledge in Operating systems., Well command over INTERNET for Professional expertise.
Area Of Expertise
- Market Research/Mapping
- Competitive/Strategic Planning
- Ad Campaign Management
- Budgeting/ Forecasting
- Cluster Service Planning/Reports
Timeline
State Service Manager
Reliance Retail Ltd
09.2022 - Current
MBA - Operations Management
NMIMS Global Access School Continuing Education
02.2021 - 04.2023
Area Service Manager
Whirlpool of India limited
08.2019 - 09.2022
Area Service Manager
LG Electronics India Pvt. Ltd
08.2016 - 08.2019
Area Service Incharge
LLOYD ELECTRIC & ENGG LTD
07.2014 - 07.2016
Area Service Incharge
Videocon Industries Ltd.
04.2012 - 06.2014
Bachelor of Technology And Management - Electrical And Electronics Engineering
Maharishi Dayanand University
08.2008 - 12.2011
Diploma - Electronics And Communications Engineering
RJLB Govt Polytechnic
07.2005 - 06.2008
High School Diploma -
DN Saraswati High School
04.2001 -
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