Keyur Bahera

• Responsible for State Home connect & Care Support lead in implementation & execution of all Home Care related activities
• These 3 Support Leads based at Ahmedabad, Surat, Baroda with team size of 50 HCMS & 1400 Engineers and Associates
• Drive Home Connect Master Supervisor (Team Leads) to ensure Installation of Broadband within SLA
• Ensure Customer satisfaction & minimize customer complaints in responsible geography and customer complaints per sub by constantly improving process/deliver
• Identification of working and setting up highest standards of service offering as benchmark
• Service readiness for Home Care at JC/ JP Ensure customer satisfaction and on time service delivery: SR calls (complaints)
• Designing Process Audit Framework and Execution Guideline at last mile level
• Execution of Quality Audits through third party QA Partner / Own team as applicable
• Establishment of CAPABLE TEAM of field staff
• Partner Channel Operation Expansion at Tier 3 towns
• Appointing Service Partners for Home Connect Delivery
• Leading Home Connect Partner Master Supervisor (Partner Leads) to ensure Installation of Broadband
• Responsible for Gujarat Reliance Jio Centers Home connect Fiber Connectivity Revenue Generator by Keeping customer active in network
• Streamlined marketing processes, resulting in increased efficiency and reduced costs

Heading Service delivery of Gujarat, Maharastra,MP,CG, Goa
Team Size 14 On role Direct Branch Service Incharges at different States
290 Service Centers
Responsible for Call Center performance also for Customer NPS for Zone
Administering employee’s recruitment, training, development & satisfaction, inventory planning
Conducting performance reviews and implement development plans for employees
Monitoring IN warranty part consumption and Loss control
Formulating and implementing KPI of Team
Process Development/Correction
CRM Implementation with Client on Service Demands
Target planning based on Fact and figure
Making team equipped to establish themselves so that they can deliver planned Goal
Spare part Inventory Planning
DD/PD Satisfaction Adherence
Network planning & Execution
Review with reward and Recanalization
Loss & profit Analysis of Partner Associated with organization.

• Identifying and developing new streams for revenue growth by sales of accessories  Establishing & nurturing cordial relationships with key clients for successful service delivery and high level of customer
• Satisfaction; collaborating with senior management for key account management and growth  Formulating and implementing KPI for all service centers of Maharashtra  Ensuring service and operation delivery by conducting weekly review of resources to further develop and fill the gaps as per
• Agreed SOPs  Implementing customer care policies for accomplishing business goals across regions while maintaining minimum TAT  Addressing customer grievances and resolving any issues for retention; supervising answering of queries / complaints and
• providing the information or resolutions as per requirements  Setting up strong channel to capture voice of customer and recovery process to win back dissatisfied customers  Appointing Service Franchisee in accordance with the network  Running/ managing & auditing service network to ensure process adherence & thus quality service  Directing a team of field service executive for effective territory coverage & to ensure all service centers maintains the basic
• company norms on service  Managing the channel partners (SF / DCC / NDCC) appointment & management  Steering all post sales activities, installation, maintenance support of all onsite & off-site products at various customer
• locations & project sites  Administering employee’s recruitment, training, development & satisfaction, inventory planning

• Now TATA sky is Know as TATA Play LTD
• Executed all post sales activities, installation, maintenance support of all onsite & off-site products at various customer locations & project sites
• Administered Man Management-Monitoring & driving daily performance of Area Service In-charge & vendors
• Met SLAs & achieved service targets through service delivery
• Maintained calls scheduling target of 98% in assigned region
• Opened new service outlets (ISPs, SSDs) as per new requirement & expansion
• Streamlined management of franchisees for 100 % satisfactory installation and customer satisfaction
• Utilized various management systems in operation process and utilized them to maximum
• Steered expansion of TSRA in remote locations; managed ISP/SSD/TSRA Service
• Implemented concept of 4 Hours Service in Main Town to enhance sales
• Managed complete Supply Chain including inventory management, material reconciliation from SF/SSD, material dispatch and defective return management

Executed all post sales activities, installation, maintenance support of all onsite & off-site products at various customer
locations & project sites  Administered Man Management-Monitoring & driving daily performance of Area Service In-charge & vendors  Met SLAs & achieved service targets through service delivery  Maintained calls scheduling target of 98% in assigned region  Opened new service outlets (ISPs, SSDs) as per new requirement & expansion  Streamlined management of franchisees for 100 % satisfactory installation and customer satisfaction  Utilized various management systems in the operation process and utilized them to the maximum  Steered the expansion of TSRA in remote locations; managed ISP/SSD/TSRA Service.  Implemented concept of 4 Hours Service in Main Town to enhance sales  Managed complete Supply Chain including inventory management, material reconciliation from SF/SSD, material dispatch
and defective return management

• Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions
• Streamlined operations to maximize business efficiency and profits
• Enhanced customer satisfaction ratings through implementation of targeted programs aimed at addressing specific areas of concern identified via research and surveys
• Strengthened stakeholder relationships with regular communication, resulting in improved alignment on strategic initiatives
• Aligned organizational objectives with company mission to increase business growth and integrate work strategies
• Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership
• Optimized resource allocation by conducting thorough budget analyses and reallocating funds as needed to ensure maximum ROI on investments
• Shaped solutions and approaches by leveraging trends in customer marketplaces and industries

• (I & R Department)
• Provided exceptional service to clients, fostering strong relationships and repeat business
• Increased team productivity with effective communication and collaboration strategies
• Managed a high volume of customer inquiries, demonstrating excellent problem-solving skills to resolve concerns quickly
• Maintained accurate records for client accounts, ensuring timely payments and proper documentation