HRIDAYANAND GOGOI
Guwahati
Summary
Recognized Leader with overall experience of 17 and half Years ; expertise in all aspects of After- Sales, Service Operations, Business Development and Business & Operational Excellence across Consumer Durables industry while driving business to augment profitability with key focus on enhancing customer experience
Overview
18
18
years of professional experience
Work History
Branch Service Manager
Reliance Retail Limited
Guwahati
09.2022 - Current
- Established the entire service network and restructured the network coverage area to improve the reach
- Revamped the service infrastructure and streamlined the spare management
- Brand Development and revenue through service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Reviewed inventory levels and ordered supplies to keep products in stock.
- Hired and trained service department staff to drive performance.
Service Head
DIsh Infra Services Pvt Ltd
Guwahati
07.2020 - 08.2022
- Operational tasks: Overall responsibility on service deliverables and customer satisfaction of North East including customer retention / Material management for SFs / Timely Defective collections / Revenue generation for the Cluster and handling direct 12 on roll Area managers and 120 SF network.
- Revenue Generation: Revenue generation via AMCs / Customer VAS / Accessories as per the agreed cluster budgets.
- Complaint Management: Maintaining SLA for Service Requests in line with the KPIs
- Reporting & Analytics: Analysis and checking the Complaint Trends, Maintaining MIS and Publishing Tracker on Daily, Weekly and Monthly Basis, and generating leads for business development.
- Training & Audits: Ensuring 100% training to field and back end team for both technical / Soft Skills and customer relationship management.
Branch Service Manager
Voltas Limited
Guwahati
04.2018 - 06.2020
- Maintaining SLA in line with the laid down Process, Effective Manpower Scheduling, and Meeting KPI’s and subsequent planning on optimizing cost to serve.
- Generate Revenue through Spare Parts Sales, HUPS, Stabilizers’ and Contract sales.
- Coordination with vendor towards aligning workforce and process as per guidelines of the company
- Interpersonal Skills, Group Dynamics and Handling Conflicts apart from Counseling and mentoring
- Imparting Training to Area Managers, CCO & Filed Engineers and carry out Quality Audits ensuring process compliance.
Deputy Manager
Whirlpool Of India Limited
Guwahati
12.2013 - 04.2018
- Ensure Branch Profitability by reducing Service Overheads through optimizing the resources.
- Evaluation of TAT against the target and initiate measures for prompt service delivery to enhance customer & trade satisfaction across the assigned territory.
- Training Need Analysis of Service Engineers and subsequent arrangement of training.
- To ensure the availability of the Minimum stock level of -Spare Parts/Components etc across each Service Centers and Conducting the Periodic Audits.
- Visiting the Distributor/Dealers as per pre-defined journey plans and verifying the defective stocks, pending complaints, complaints aging, to build up rapport and gain their confidence
- Defective Material Management as per laid down process.
- To increase revenue per call ratios of the service centre
- Generate Revenue through Spare Parts Sales, HUPS, Stabilizers’ and Contract sales.
- Periodic Audits of the Warehouse (Defective Machine handling)
- Expansion of Spare parts distribution across the NE states and increase market share.
- Planning measures to keep the inventory at optimum level.
Assistant Manager
DishTV India Limited
Guwahati
09.2011 - 11.2013
- Single point of contact for DTH Service issues in Guwahati-Assam, Arunachal Pradesh, parts of Meghalaya.
- Successful account retention record of 98%.
- Offer necessary management assistance to SSD and Service Franchise handling around 1020 retail outlet centers for installations & to provide essential training and supervising in this regard.
- Involved in daily contact with customers to troubleshoot and resolve problems pertaining to billing, NRC Postings balances, excessive charges or wrong payments, warranties, Service contract renewals, and other Service-related matters while maintaining good customer relations
Territory Service Manager
Bharti Airtel
Hyderabad
05.2008 - 08.2011
- Conducted training and offered staff development opportunities to decrease process lags.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
- Was the single point of contact for major Service issues related to the network and the hardware installation
- Approving the CAPEX and Stock Reconciliations.
Team Leader
Tata Sky Limited
Hyderabad
01.2006 - 05.2008
- Handled monitored & implemented the entire PAN Andhra Pradesh DTH MDU Network.
- Handling a team of 18 engineers for SDU/MDU installations.
- Was the Single point of contact for any Service issues in Tata Sky call center, Gaura Trinity for any technical issues, handling 500 points DTH connections
- One of the active core team member in designing the Tata Sky Call center @ Hyderabad.
Education
DECE- Electronics And Communication Engineering -
Board Of Technical Education Chennai
Skills
- Business Development
- Community Relations
- Revenue Generation
- Staff Training
- Key Performance Indicators
- Staff Management
- Employee Development
- Expert in Risk Management
- Relationship Building and Management
- Strategy Development
- Process Implementation
- Goal Setting
Languages
Assamese
First Language
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Intermediate
B1
Timeline
Branch Service Manager
Reliance Retail Limited
09.2022 - Current
Service Head
DIsh Infra Services Pvt Ltd
07.2020 - 08.2022
Branch Service Manager
Voltas Limited
04.2018 - 06.2020
Deputy Manager
Whirlpool Of India Limited
12.2013 - 04.2018
Assistant Manager
DishTV India Limited
09.2011 - 11.2013
Territory Service Manager
Bharti Airtel
05.2008 - 08.2011
Team Leader
Tata Sky Limited
01.2006 - 05.2008
DECE- Electronics And Communication Engineering -
Board Of Technical Education Chennai
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