Summary
Overview
Work History
Education
Skills
Projects
Timeline
Generic

Manjunath S

Bengaluru

Summary

Service Center Manager at iPlanet Care with a proven track record in enhancing customer satisfaction and driving revenue growth. Skilled in process inspection and team building, I achieved a remarkable 95% CSAT score while optimizing operational efficiency and reducing costs through strategic negotiations and rigorous quality assurance programs.

Overview

13
13
years of professional experience

Work History

Service Center Manager

iPlanet Care
Bangalore
02.2022 - Current
  • Analyzed issues using specialized systems and tools to ensure quick remediation and achieve first-call resolution.
  • Negotiated pricing and services with customers and vendors, resulting in decreased expenses and increased profits.
  • Trained and guided team members to enhance productivity and improve performance metrics.
  • Scheduled employee shifts based on customer traffic and individual strengths, optimizing operational efficiency.
  • Reduced financial inconsistencies by implementing rigorous assessment and verification processes for billing invoices and expense reports.
  • Clarified technical information for non-technical users, fostering better understanding and smoother interactions.
  • Identified, tracked, and trended issues to support root-cause elimination of service issues.
  • Maintained proficient knowledge of billing, rate plans, company products, features, services, and promotions.
  • Exceeded sales quotas, consistently achieving outstanding results, and contributing to revenue growth.
  • Attained an exceptional average CSAT (Customer Satisfaction) score of 95% per quarter, reflecting a high level of customer satisfaction.
  • Ensured timely delivery of services to customer locations, meeting specific timeframes, and exceeding expectations.
  • Tested troubleshooting methods and documented resolutions, enriching the support team's knowledge base for efficient future use.

Quality and Service Engineer

ICT Service Management Solutions
Bangalore
12.2017 - 02.2022
  • Led problem-solving activities to quickly identify and permanently resolve quality and productivity issues.
  • Developed and implemented a comprehensive quality assurance program to guarantee organizational products met safety and quality standards.
  • Evaluated new materials or components for suitability within existing manufacturing processes while considering factors like cost-effectiveness, durability, and functionality of the finished product.

Line Leader

Iqor Services
05.2015 - 02.2022
  • Giving processes & diagnoses training of Set-Top Box to newly joined technician/Servicing engineers.
  • Coordinating with all technicians to get daily & monthly given target.
  • Responsible for L3 & L4 service for Set-Top Box.
  • Arranging needed equipments/materials to the servicing line.
  • Maintaining the 5s in Project.
  • Taking care of Quality in servicing.

Quality, Service and Designing Engineer

SAN ELECTROMEC INDUSTRIES
Bangalore
12.2016 - 12.2017
  • Collaborated with cross-functional teams to conceptualize and refine product concepts.
  • Developed and implemented procedures to verify compliance with engineering standards.
  • Reduced manufacturing costs through optimizing material selection and streamlining fabrication processes.

Trainee

BHEL
10.2012 - 11.2013
  • I was trained as a supervisor in Composite Insulators, in our period we increased the single production to a double production, and also we are handling a newly germane make LSR Meshines.
  • And also we where awarded as a top section of the company.

Education

Diploma - Electronics/Telecommunication

Karnataka University
Karnataka
01.2011

10th - English

Karnataka
Karnataka
01.2008

Skills

  • Process Inspection
  • Customer Support & Outreach
  • Microsoft Office And Keynote
  • Billing Support
  • Goal Setting
  • Adaptability
  • Team Building
  • Time Management
  • Understanding Of KPIs(NPS CES CSAT)
  • Critical Thinking
  • Teamwork And Collaboration

Projects

Insulators, 273 Days, Implemented high-voltage power transmission through overhead lines for efficient long-distance energy distribution., Enhanced the performance of power transmission line insulators to optimize energy transfer.

Timeline

Service Center Manager

iPlanet Care
02.2022 - Current

Quality and Service Engineer

ICT Service Management Solutions
12.2017 - 02.2022

Quality, Service and Designing Engineer

SAN ELECTROMEC INDUSTRIES
12.2016 - 12.2017

Line Leader

Iqor Services
05.2015 - 02.2022

Trainee

BHEL
10.2012 - 11.2013

Diploma - Electronics/Telecommunication

Karnataka University

10th - English

Karnataka

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Manjunath S