Karneeswaran Kumaresh
Chennai
Summary
About 15 years of experience in Customer Service. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Zonal Customer Support Manager
Kirloskar Oil Engines Ltd
Chennai
05.2021
- Products: Generators, Industrial Engines, Agri Products,
- Heading overall service operations of South INDIA and Andaman
- Team Size handled - 15 (7 Direct Reporting and 8 second level reporting)
- KPIs - Service Speed (Response Time 4 Hrs & 24Hrs TAT), Service Quality ( Repeat, Cancellation,
- Call Audit & Analysis, CDI, Escalation), Revenue (Primary Spares Sales 100Crs, Secondary
- Spares Sale 120Crs & AMC 12000 Per Annum), Vendor Management (Service vendor profit,
- ROE, Cost per call, Manpower Mapping w.r.t call load and PINCODE, Re structuring), Service
- Load ( 18000 Per Month with 40% post Warranty, Labor per call Audit, Fake closure Audit etc),
- Retention (60% Retention on overall asset population, CRI)
- Overall responsible person for above KPIs, Team handling, Training & Development, Escalations,
- Data Management, Zone representation, Institution Seminars, Handling key customers with KAMs,
- Overall Admnistration, Recruitment & Attrition Monitoring, Overall monitoring of MIS reports & other Zonal Service operations
- Key Customers - Railway power cars, Industrial OEMs, PG, Govt Sectors etc
- Key Achievements:
- Introduced and applied effective PINCODE and population wise Manpower mapping to daily tasks to improve efficiency and productivity of 2.1 job per day
- Delivered effective services to customer locations within specific time frames by taking on time decisions and empowered team to take hierarchy wise decisions and reduced escalations
- On boarded over 100 Service Engineers through direct on campus recruitment and taken initiatives to train them as per company's requirements and also participated in designing an online evaluation of Engineers
- Introduced Extended Warranty for Industrial Engines (BSIII and above) and improved Industrial retention of 17% in FY2122
- Resolved conflicts and negotiated mutually beneficial agreements between parties (area mapping conflicts, manpower conflicts etc)
- Improved after sales primary AOP by 28% by Improving Secondary sales by 27% in FY2122
- Improved CRI from 37% to 42% by micro managing the Post Warranty assets PINCODE wise
- 2 times rewarded as best Zonal Manager for Best overall performance and 1 time for best vendor management with 90% profit centers.
- Monitored company inventory to keep stock levels and databases updated
- Worked with customers to understand needs and provide excellent service
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Drove operational improvements which resulted in savings and improved profit margins
- Developed team communications and information for meetings
Regional Service Manager
Microtek LTD
Bengaluru
05.2019 - 04.2021
- Heading overall service operations of South INDIA and Andaman
- Products: Inverter, UPS, Solar Applications & Home Electrical
- Team Size handled - 18(7 Direct Reporting and 148 second level reporting like Branch In charges, Coordinators, Service Engineers and Call Center teams )
- KPIs - Service Speed (24 Hrs TAT 95%, 48 Hrs TAT 98%), Service Quality ( Repeat, Cancellation,
- Call Audit & Analysis, CDI, Escalation), Revenue (Branch collection on Post Warranty labor and spares 30 Crs per Annum), Call Management (Cost per call, Manpower Mapping w.r.t call load and PINCODE, Re structuring), Service Load (10000 Per Month with 20% post Warranty, Labor per call Audit, Fake closure Audit etc), Satisfaction (CSAT 98%, NPS 60%)
- Overall responsible person for above KPIs, Team handling, Training & Development, Escalations,
- Data Management, Zone representation, Institution Seminars, Handling key customers with KAMs,
- Overall Administration, Recruitment & Attrition Monitoring, Overall monitoring of MIS reports & other Zonal Service operations
- Key Achievements:
- Proved as a successful Manager with effective team building during covid period with 0 Attrition
- Succeeded in continuous improvement of Many projects like Manpower Mapping, Call allocation,
- Revenue Generation, Critical issues resolution, Restructuring and team building
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns and achieved highest CSAT of 98.4% with 78% NPS
- Provided primary customer support to internal customers (Sales team, Sales Stack Holders) and external customers (Institutional Customers, Govt
- And Fleet customers
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.(High rating, Online and Solar UPS)
- Done re-structuring of Karnataka and Kerala in various strategically initiatives (Inventory,
- Manpower and Revenue)
- Reduced operation cost in effective re-structuring on Branch offices (removed 5 Branch offices with effective SCM and area mapping)
- Handling Inventory Management based on Forecast, Consumption, Population and Failure Index.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations
- Managed overstocking, restocking and inventory control procedures during Every week shift
- Met project deadlines without sacrificing build quality or workplace safety
- Planned, designed and scheduled phases for large projects
Branch Service Manager
Luminous, Schneider Electric Ltd
Bengaluru
02.2017 - 04.2019
- Area Handled – Tamilnadu and Karnataka
- Software Used: SAP
- Products: Batteries, Inverters, UPS, Solar, Chimneys & Home Electrical
- ROLES & RESPONSIBILITIES
- Heading Service operations across Tamil Nadu & Karnataka handing team size of 86 down the level
- Employees and 38 Service Franchises
- Ensure to achieve KPI i.e Service delivery, Service Quality, Service Cost, Satisfaction & Revenue
- Planning and fixing plant visit and plan coordination for newly appointed dealers, Distributors and
- OEMCustomers
- Ensuring all Service Franchisees are adhering to company SLAs and ensuring all franchisees are achieving positive ROE and giving ideas and making alternate mapping to ensure franchisees are running in profit
- Improve Customer retention ratio, Satisfaction, Revenue, Sales support, After sales Quality & KAM
- To ensure escalations are attended on priority and to work on Escalation matrix and keeping the
- Escalation ratio to minimum and finding steps to reduce Escalations
- To improve Service Quality with minimum repeat ratio and do frequently analyze on the nature of repeat calls to findout the reason whether due to Engineer or product quality etc
- Frequently focus on Continuous Improvement in Service Standards and reviewing each parameter on daily basis
- To audit stock at all locations every month and maintaining ZERO variance in Stock
- Frequently visiting Distributors to explain Service SOP and Improvements in Service Standards to keep Distributors happy on Service Initiatives
- To work on the service cost and to keep cost minimum per call as per standard and to improve productivity
- Responsible for Revenue generation and AMC and achieving targets
- Inventory management & Stock Audit
- Rewards & Recognition of team members
- Identifying and Handling of Channel Service partners
- Key Achievements:
- Trained employees on proper procedures and strategies to improve productivity
- (Per day productivity)
- Boosted sales and customer loyalty through incentive programs
- Reduced Overhead cost by 29% by reducing Inventory value and Introduced BPR System in all
- Branches based on the consumption
- Introduced per call revenue and improved service revenue almost 36% in 1 year
- 5 times rewarded as Best Manager, 6 times rewarded as best Branch / state in Service quality and revenue.
- Handled customers' complaints and questions with utmost professionalism to restore satisfaction and maintain loyalty to branch
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports
- Developed strategic plans for day-to-day financial operations
- Recruited, interviewed and hired 12 employees and implemented mentoring program to promote positive feedback and engagement
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance
Sr Service Incharge
Tata Sky Ltd
Chennai
10.2015 - 02.2017
- DTH
- Heading Service operations across Chennai & ROCN handing team size of 16 down the level
- Employees and 14 Service Franchisees
- Ensure to achieve KPI i.e Service delivery, Service Quality, Service Cost, Satisfaction & Revenue
- Handling MDU (Multi Dwelling Unit) Projects from site Inspection to completing Installations
- Ensuring all Service Franchisees are adhering to company SLAs and ensuring all franchisees are achieving positive ROE and giving ideas and making alternate mapping to ensure franchisees are running in profit
- To maintain MSL as per call volume and planning for forecast MSL with minimum cost and stock level
- To ensure escalations are attended on priority and to work on Escalation matrix and keeping the
- Escalation ratio to minimum and finding steps to reduce Escalations
- To improve Service Quality with minimum repeat ratio and do frequently analyze on the nature of repeat calls to find out the reason whether due to Engineer or product quality etc
- Frequently focus on Continuous Improvement in Service Standards and reviewing each parameter on daily basis
- To audit stock at all locations every month and maintaining ZERO variance in Stock
- To conduct Audit on all grounds i.e Data Audit, Call Audit, Out warranty Audit, Revenue Audit and
- ISO Audit across all Service Centers.
- Delivered services to customer locations within specific timeframes
- Identified issues, analyzed information and provided solutions to problems
- Worked flexible hours across night, weekend and holiday shifts
Senior Customer Service Engineer
Amalgamations Ltd
Chennai
07.2011 - 09.2015
- Batteries, & Agri Products
- Service, (Placed at Head Office) Software: DSMS, ERP (Jde Edwards)
- Coordinator
- Products: Lead Acid, Tubular, VRLA and Industrial Batteries from 2.5 Ah to 200 Ah Inverter: 500 VA to 1500 VA
- Adhered to timelines to meet quality assurance targets
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities
- Analyzed key competitors to respond to competitive threats
- Negotiated and maintained cost-effective contract pricing structures with vendors to produce positive return on investment
- Trained new employees on customer service, money handling and organizing strategies
- Built relationships with customers and community to promote long term business growth
- Informed customers of promotions to increase sales productivity and volume
- Planned and scheduled field activities according to set timelines and order of operations
- Evaluated performance and progress, and made proactive adjustments
- Administered budget, tracked expenses and documented changes
- Communicated with stakeholders on job milestones
- Inspected sights to evaluate safety, operations and crew performance against objectives.
- Provided primary customer support to internal and external customers
- Answered customer telephone calls promptly to avoid on-hold wait times
- Retained existing clients and developed 8 new accounts by extending high quality and efficient support service
Service Advisor
Honda Siel Cars Ltd
Chennai
06.2007 - 06.2011
- Handled customer issues with confidence, using complex problem solving to provide effective resolution
- Corrected faults and maximized performance by rebuilding systems and individual components
- Operated specialized equipment such as Wheel Alignment, Handy Tester, Handy Tools to test electronics and computer control systems
- Developed estimates by costing materials, supplies and labor
- Educated customers about billing, payment processing and support policies and procedures
- Enhanced productivity levels by anticipating needs and delivering outstanding support
- Trained staff on operating procedures and company services
- Identified issues, analyzed information and provided solutions to problems
- Scheduled maintenance and repair projects to maintain optimal performance of all equipment and systems.
- Responded proactively and positively to rapid change
- Maintained up-to-date knowledge of product and service changes
- Implemented and developed customer service training processes
- Cross-trained and backed up other customer service managers
Education
PGDBA - Operations Management
Symbiosis International University
India05.2012
Bachelor of Science - Automobile Engineering
Anna University
India05.2007
Skills
- Customer Service Skills
- Analytical Thinking Skills
- Time Management Skills
- Verbal and Written Communication
- Customer Satisfaction Skills
- Train and oversee agents skills
- Evaluate Team and vendor Performance skills
- Multitasking Skills
- Revenue Management Skills
- Manager Support
- Inventory Management Skills
- Project handling and Negotiation skills
Accomplishments
- Resolved product issue through consumer testing.
- Supervised team of 700 Field Service Engineers.
- Collaborated with team of 30 in the development of New projects.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved 79% NPS by completing Micro level Analysis and timely decision making with accuracy and efficiency.
- Documented and resolved Critical Site Issues which led to Business sustainable and improved customer retention.
- Achieved 2.10 Productivity by introducing Pulse software for Field Engineers Monitoring mechanism and tasks.
Certification
- Certified Solar Panel Installer by IIS India.
- Certified ROI Analyst by CRI India
- Certified Customer Support Leader by UBM India
Languages
English
Advanced (C1)
Tamil
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Upper intermediate (B2)
Kananda
Elementary (A2)
Timeline
Zonal Customer Support Manager
Kirloskar Oil Engines Ltd
05.2021
Regional Service Manager
Microtek LTD
05.2019 - 04.2021
Branch Service Manager
Luminous, Schneider Electric Ltd
02.2017 - 04.2019
Sr Service Incharge
Tata Sky Ltd
10.2015 - 02.2017
Senior Customer Service Engineer
Amalgamations Ltd
07.2011 - 09.2015
Service Advisor
Honda Siel Cars Ltd
06.2007 - 06.2011
PGDBA - Operations Management
Symbiosis International University
Bachelor of Science - Automobile Engineering
Anna University
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