KEYUR B. BAHERA
Summary
Jio Fiber Home Connect Head-Gujarat
After Sales | Profit Centre Operations | Service Delivery
Result-driven professional offering nearly 20 years of experience in
effective management of After Sales & Service Operations in DTH, Fiber,
Telecom Industries; targeting assignments with an organization of high
repute in DTH & Consumer Durables industry Profile Summary
Enhanced the business and managed various channel partners single-handedly; managed promotion and maintenance contracts
of services and products including type, vendor development and pricing strategies for establishing primary & secondary
networks of products & services
Transformed a support organization into a service-driven, customer focused organization, resulting in customer retention
Strategized and planned sales process management, forecasting, pricing, key account management, expenses, profitability,
new product development, market research & brand strategies
Exhibited skills in consistently increasing revenues, market share and favorably impacting profitability by exceeding set goals
& objectives
Proven track record of establishing customer service processes & SOPs, streamlining workflow and creating team work
environment to enhance productivity as per process norms
Awarded as CEO of Circle in Tata Sky for showcasing core value of CEO, (Collaboration, Experiment & Ownership)
Leveraged with skills in providing after-sales services by understanding clients’ requirements and catering to the services
related to failures
Core Competencies
Network Expansion
Team Building
Strategic Planning
Channel Management
After-sales Service Operations
Continuous Process Improvement
(Service Quality)
Client Relationship Management
Competitor / Trends Analysis
ISP/SSD Management
Churn and Retention
Management
Performance Metrics
(SLA / KPI)
Skills Communicator
Innovator Thinker
Collaborator Intuitive
Team Player
Overview
21
21
years of professional experience
1
1
Language
Work History
Tata Sky Ltd. Tata Sky Ltd, Airtel DTH, Bharti Dish TV Ltd
09.2011 - 08.2015
Telemedia Ltd
08.2015 - 10.2020
Lead
RELIANCE JIO
08.2020 - Current
- INFOCOMM LTD as Fiber Home Connect & Care, -Gujarat
- Deputations: Gujarat State Office Ahmedabad
- Key Result Areas:
- 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 the 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 Jio Centers Home connect Fiber Connectivity Revenue Generator by Keeping customer active in network
Zonal Service Manager
Symphony Limited
11.2020 - 07.2020
- Deputations: Head Office Ahmedabad
- Key Result Areas:
- 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.
Head (DeputyGeneral Manager)
Dish TV Ltd
08.2015 - 10.2020
Gujarat
Ahmedabad
08.2015 - 07.2018
Rest
07.2018 - 10.2020
- Of Maharastra-Based at Pune
- Key Result Areas:
- 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 dissatisfiedcustomers
- 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
- Conducting performance reviews and implement development plans for employees
- Monitoring IN warranty part consumption and working on reduction of same
Tata Sky Ltd
09.2011 - 08.2015
Manager
MH2
Nagpur
09.2011 - 06.2013
Sr. Manager
MH1
Pune
06.2013 - 08.2015
- Key Result Areas:
- 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 servicedelivery
- Maintained calls scheduling target of 98% in assignedregion
- 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
Territory Service Manager
Airtel DTH, Bharti Telemedia Ltd
, South
02.2011 - 09.2011
Tata Sky Ltd
Ahmedabad
05.2006 - 02.2011
charge
Tata Teleservice Ltd
Rajkot, Saurashtra
10.2003 - 04.2006
- (I & R Department)
Education
MBA - Operations Management
National Institute of Management
2009
Diploma - Electrical Engineering
Saurastra University
2006
B.Com - undefined
Saurastra University
2005
Skills
- Address: B-402, Garden Residency 2, Near Syam Villa Bungalow, Gala Gym Khana Road
- Ahmedabad-380058
- Home Town : Ahmedabad
Work Preference
Work Type
Full TimeTimeline
Zonal Service Manager
Symphony Limited
11.2020 - 07.2020
Lead
RELIANCE JIO
08.2020 - Current
Rest
07.2018 - 10.2020
Telemedia Ltd
08.2015 - 10.2020
Head (DeputyGeneral Manager)
Dish TV Ltd
08.2015 - 10.2020
Gujarat
08.2015 - 07.2018
Sr. Manager
MH1
06.2013 - 08.2015
Tata Sky Ltd. Tata Sky Ltd, Airtel DTH, Bharti Dish TV Ltd
09.2011 - 08.2015
Tata Sky Ltd
09.2011 - 08.2015
Manager
MH2
09.2011 - 06.2013
Territory Service Manager
Airtel DTH, Bharti Telemedia Ltd
02.2011 - 09.2011
Tata Sky Ltd
05.2006 - 02.2011
charge
Tata Teleservice Ltd
10.2003 - 04.2006
MBA - Operations Management
National Institute of Management
Diploma - Electrical Engineering
Saurastra University
B.Com - undefined
Saurastra University
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