Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
Generic
MD Gulam Rabbani

MD Gulam Rabbani

Branch Service Manager
Jeedimetla

Summary

Remarkable track record in managing entire service operations along with implementation of various techniques for improving the process operations along with cost-effectiveness. Proficiency in delivering results in growth, revenue, operational performance, and profitability; building strong rapport with customers through customer centric approach to sustain the profitability. Proven excellence in facilitating end-to-end development & implementation of training programs, development of various nontechnical/ behavioral skills modules and assessment of training effectiveness. Expert in setting-up service management processes involving evaluation & improvement of the service center's on a continuing basis; increasing productivity of service and service sales force by devising customer oriented Service Policies, Systems and SOPs. Excels in planning and executing preventive & corrective maintenance programs; recommending cost-effective engineering solutions. Skillful at monitoring, & motivating the team & workforce to enhance their efficiencies & assisting them to deliver quality services; team player with strong analytical, problem-solving and communication skills

Overview

10
10
years of professional experience
4038
4038
years of post-secondary education
3
3
Languages

Work History

Branch Service Manager

Symphony Limited
HYDERABAD
12.2022 - Current
  • Service Operations streamlining as per company policies and procedure
  • After Sales service operations of Hyderabad and development of Network
  • Profit of the Business centers and Service Department
  • Service Marketing activity
  • Promoting genuine spares through Authorized service centers
  • Expansion of Service Network
  • TAT -24 Hours has been introduced
  • Revenue taken to next level
  • Setting up the new service centers increased the network from 11 to 18 within spawn of 2 Months
  • Technical Training has been taken forward by sharing of knowledge from 10 Training in month to 20 Training in month
  • TAT-24 Hours has been increased from 40% to 70%
  • Defective clearance has been made total 158 units cleared and made to zero
  • Inventory monitoring on daily basis has been implemented

Area Service Manager

DishTv India Ltd.
HYDERABAD
09.2018 - 08.2022
  • Handling Direct Service Centers located in Hyderabad, Central Hyderabad & Upcountry RR District & MahboubNagar
  • Managing over 1800 New installations and 6000 Field Repair Tickets & Relocation Calls in a month, closely monitoring on Ageing Pendency and their resolution, checking daily and hourly completions on Escalations/Retention/SR's and Installation pendency
  • Administering entire gamut of after-sales operations, engaged in the development of service industry
  • Shouldering the responsibility of continuously improving the productivity; increasing the profitability of Business Partners
  • Helping dealer to improve profitability by improving output on certain parameters, best practice sharing, dealer performance benchmarking with peer group, suggestions on reducing costs, promoting allied business
  • Merit of setting up structure of Service for Hyderabad & Telangana, streamlined operation
  • Initiated quality feedback from clients for continuous development of products
  • Provided training on technical & soft skills in south
  • Successfully resolved complaints relating to Customer Satisfaction
  • Streamlined processes through measures such as Spare Parts, Inside Warranty, Contract and Outside Warranty

Area Service Executive - Customer Support Officer

Videocon Ltd.
Hyderabad
12.2015 - 05.2018
  • Customers for checking the quality of service rendered by the partners/service personnel's
  • Business partners / dealers for resolving all service issues
  • ASPs and met respective Branch Head for understanding service issues and supporting accordingly
  • Dealers network for South Hyderabad India
  • Organized & conducted Field training for ASP / Franchisee Team
  • Business meets/ review meets regularly for improving the business
  • Service campaigns periodically for generating customer awareness and high rating on customer satisfaction levels
  • Steered efforts for supporting sales on technical aspects like product feedback, pre-sales inspections, product demos, competitor's products comparison & technical discussions
  • Manpower allocation, job allocation, stock reporting & maintaining of stocks
  • Improved TAT from 63% to 85%; CSI from 78% to 95% through daily monitoring & daily pushing, proactive services
  • Conducted reviews of Key Performance Indicators of Branch Team Leaders
  • Trained and developed a team of 12 Service Partners who achieved an average of 95% of targets within first 6 months

Education

MBA - Finance

OSMANIA University State University
Hyderabad, TG
07.2019

Graduation - B.Com

The Board of Osmania University
Hyderabad, TG
11.2017

Skills

Strategic Planning

After-sales Operations

Customer Servicing / Relationship Management

Training & Development

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Personal Information

  • Date of Birth: 03/10/93
  • Nationality: Indian
  • Marital Status: Married

Timeline

Branch Service Manager

Symphony Limited
12.2022 - Current

Area Service Manager

DishTv India Ltd.
09.2018 - 08.2022

Area Service Executive - Customer Support Officer

Videocon Ltd.
12.2015 - 05.2018

MBA - Finance

OSMANIA University State University

Graduation - B.Com

The Board of Osmania University
MD Gulam RabbaniBranch Service Manager