Ishan Dandekar

• Manage projects of Google & Apple during the past 3 years 2 months
• Manage day-to-day operations of 22 Apple Authorized Service Centers, with over 70 employees, ensuring efficient customer service and meeting key performance indicators (KPIs) related to quality, productivity, and customer satisfaction.
• Manage and motivate team of technicians to ensure high-quality service and efficient customer support, implementing and maintaining processes to meet KPIs related to quality, productivity, and customer satisfaction.
• Oversee customer service experience, including handling customer escalations and complaints.
• Collaborate with other departments, such as marketing, finance, admin, and sales for various tasks.
• Analyze data and make recommendations for improving efficiency and effectiveness of service centre.
• Ensure compliance with all Apple policies and procedures.
• Stay up-to-date with latest technologies and advancements in Apple product line to provide informed guidance and support to customers and team members.
• Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service

Managing service performance and operations of India and Russia, Monitoring and analyzing the service center Technical and operational performance. Helping service center team for technical and operational process related issues. Helping service locations to achieve given KPI and improve the service performance. Handling the All Location's Technical & Operational escalations and issues, Monitoring daily process of All Service Locations.

• Providing the technical support for All Location Engineer, Manager, Accountant and Customer care executive.
• Monitoring repairs created in GSX and CRM. Handling the Technical and Operational Escalations from the service locations, which is located in all over India.
• Maintaining the Apple Care Service Excellence and helping to respective service locations to achieve the Apple Care Service Excellence Score.
• Providing Technical & Operational training to new joined Engineers.
• Providing support all service location to achieve the goal of Apple Premium Service Provider.
• Providing technical training to Engineers on products, process and system.

• Manage day-to-day operations of the Apple Authorized Service Center.
• Handle customer and Apple contact center escalations effectively and efficiently.
• Assign repairs to field technicians and in-house technicians based on workload and expertise.
• Ensure key performance indicators (KPIs) are met or exceeded.
• Oversee center administration, including inventory management and service records.
• Foster a positive and productive work environment for the team.
• Stay up-to-date with Apple policies, procedures, and product knowledge.
• Collaborate with other departments to streamline processes and improve customer satisfaction.
• Provide regular reports on performance, escalations, and center activities to management.

• Perform servicing, troubleshooting, and repair of all Apple products, including iPhone, iPad, iPod, MacBook, iMac, Mac Pro, and more.
• Ensure timely and accurate resolution of customer issues and escalations related to Apple products.
• Handle customer escalations with professionalism and provide effective solutions.
• Manage Apple Executive Relation escalations, maintaining strong relationships and delivering exceptional customer service.
• Stay updated with the latest Apple product knowledge, technical specifications, and repair techniques.
• Adhere to Apple's service guidelines and quality standards during all repair and troubleshooting processes.
• Maintain accurate documentation of repairs, including parts used, procedures performed, and customer communication.
• Collaborate with team members and provide guidance on complex technical issues.
• Continuously improve technical skills through training and self-development.
• Assist in maintaining an organized and efficient repair center, including inventory management and equipment maintenance.

• Manage the day-to-day operations of the Sony Authorized Service Centre.
• Assign daily calls to field technicians and in-house technicians, ensuring efficient task allocation and workload management.
• Handle customer escalations promptly and effectively, ensuring customer satisfaction and resolution.
• Oversee centre administration, including inventory management, service records, and documentation.
• Collaborate with the team to optimize service delivery and meet or exceed performance targets.
• Provide guidance and support to technicians, fostering a positive and productive work environment.
• Stay updated with the latest Sony products and service procedures.
• Implement and maintain quality standards and ensure compliance with Sony policies and procedures.
• Continuously improve operational efficiency and customer service through process enhancements.
• Generate reports on key metrics, performance, and escalations to senior management.

• Perform level 2 repairing tasks on Dell mobile devices, laptops, desktops, and all-in-one (AIO) systems.
• Diagnose and troubleshoot hardware and software issues, ensuring accurate and timely resolutions.
• Repair or replace faulty hardware components, including but not limited to motherboards, CPUs, memory, storage Devices, and peripherals.
• Install and configure software programs, drivers, and operating systems on Dell devices.
• Conduct system testing to ensure proper functionality and performance post-repair.
• Adhere to Dell's repair procedures and guidelines to maintain quality standards.
• Handle customer devices with care, ensuring proper handling, ESD protection, and safety protocols.
• Keep accurate records and documentation of repairs, including parts used, procedures performed, and customer communication.
• Collaborate with the team to share knowledge, best practices, and troubleshooting techniques.
• Stay updated with the latest Dell technologies, product specifications, and repair techniques.
• Provide exceptional customer service, addressing customer inquiries, and providing clear explanations of repair processes.

• Conduct training sessions for students on computer hardware, software, and LAN management.
• Teach students how to assemble, maintain, and troubleshoot desktop computers.
• Develop curriculum and instructional materials for training courses.
• Provide guidance and support to students throughout learning process.
• Create a positive and engaging learning environment. Evaluate student progress and provide feedback on performance.
• Stay updated with industry trends and technological advances in computer hardware and software.
• Ensure classroom and equipment are well-maintained and safe for use.
• Foster collaborative and inclusive classroom culture. Encourage critical thinking and problem-solving skills development.
• Collaborate with other faculty and staff to improve teaching methods and outcomes.
• Conduct research and contribute to academic papers as appropriate.
• Engage in professional development opportunities to enhance teaching skills.