HITESH KUMAR
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
Branch Service Manager
IFB Industries
2024.01 - 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.
State Service Manager
Reliance Retail Ltd
9 2022 - 2023.12
- 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
2019.08 - 2022.09
Area Service Manager
LG Electronics India Pvt. Ltd
2016.08 - 2019.08
Area Service Incharge
LLOYD ELECTRIC & ENGG LTD
2014.07 - 2016.07
Area Service Incharge
Videocon Industries Ltd.
2012.04 - 2014.06
Education
MBA - Operations Management
NMIMS Global Access School Continuing Education
2021.02 - 2023.04
Bachelor of Technology And Management - Electrical And Electronics Engineering
Maharishi Dayanand University
2008.08 - 2011.12
Diploma - Electronics And Communications Engineering
RJLB Govt Polytechnic
2005.07 - 2008.06
High School Diploma -
DN Saraswati High School
2001.04 -
Skills
Culture development
Timeline
Branch Service Manager
IFB Industries
2024.01 - Current
MBA - Operations Management
NMIMS Global Access School Continuing Education
2021.02 - 2023.04
Area Service Manager
Whirlpool of India limited
2019.08 - 2022.09
Area Service Manager
LG Electronics India Pvt. Ltd
2016.08 - 2019.08
Area Service Incharge
LLOYD ELECTRIC & ENGG LTD
2014.07 - 2016.07
Area Service Incharge
Videocon Industries Ltd.
2012.04 - 2014.06
Bachelor of Technology And Management - Electrical And Electronics Engineering
Maharishi Dayanand University
2008.08 - 2011.12
Diploma - Electronics And Communications Engineering
RJLB Govt Polytechnic
2005.07 - 2008.06
High School Diploma -
DN Saraswati High School
2001.04 -
State Service Manager
Reliance Retail Ltd
9 2022 - 2023.12
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