Muralikrishnan K
Chennai
Summary
Ambitious professional looking forward to build my career in a reputed organization where my skills and experience would be contributes towards growth of the organization and Self Development.
15.5 years of experience in Service Industry in Consumer Electronics & Durables and Telecommunications. Hands on experience in servicing of currency counting machine, mobile, AC, A/V, & Etc. Hands on experience in Customer service. Experience in team handling.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager
Hykon India Pvt Ltd
Chennai
01.2025 - Current
- Managed service channels for three states, ensuring operational efficiency.
- Managed daily open call operations, ensuring timely resolution and effective replacement processes.
- Strategized monthly Pre Journey Plans (PJP) with Area Sales Manager, focusing on dealer and distributor engagement.
- Led monthly product review meetings with the factory team to align on production goals and address challenges.
- Led weekly collaboration sessions with logistics and factory teams to optimize replacement processes.
- Managed cross-functional operations to ensure seamless end-to-end client service delivery.
- Coordinated with customers, department heads, regional heads, and service centers to deliver comprehensive client services.
Area Service Manager
Voltas.Ltd.
Chennai
02.2021 - 05.2023
- Handling - 10 SF's operation Chennai south.
- Maintaining monthly KPI within the Target & AMC revenue.
- Coordinated with all the customers by delivering service on time by maintaining 2+ non-part calls nil and 7+ part call nil consistently.
- Responsible for Daily Open Call Management, TAT, Replacements and Service center operations.
- To monitor and record spares consumption for I/W, O/W, defective clearance, and workshop separately and ensure MSL at SF end to avoid delays in spare part related calls closure.
- Regular reviews and performance evaluation of team member.
- To plan the PJP (Pre Journey Plan) dealer/distributor-wise, franchisee-wise on the monthly basis with Area Sales Manager.
- Ensuring to achieve SF primary business target every month.
Area Service In charge
Haier Home Appliances India Pvt.Ltd.
Chennai
07.2019 - 01.2021
- Handling 3 cities - 5 SF's operation in Pondicherry, Cuddalore, Villupuram and Ambattur.
- Maintaining monthly KPI within the Target & AMC revenue.
- Responsible for Daily Open Call Management, TAT, Replacements and Service center operations.
- Ensure Engineers availability daily basis and productivity.
- Manpower availability as per workload and allocate the resource for an effective service delivery.
- Proactively monitor & maintain optimum inventory level and SF's spare parts.
- Improve service centre staff's technical & customer handling skills.
- Ensuring proper infrastructure & other norms across service network.
- To plan and control complete service function with accountability on profit & loss at SF's Level.
- To check service collection paid by customer and deposited by technician on daily basis.
- To plan the PJP (Pre Journey Plan) dealer/distributor-wise, franchisee-wise on the monthly basis with Area Sales Manager.
- Expanding Service channel as per sales plan & execute process to ensure services rendered conform to company policy and standards.
Service Manager
Sanvee Customer care (Samsung authorized service center)
07.2018 - 06.2019
- Handling customers, in assuring the service detail and any further questions to make them Comfortable.
- Driving the Exclusive Service Center (ESC) to achieve the KPI Targets in effective manner.
- Track the ESCs to avoid Credit Block by closely monitoring their AR Report.
- Monitor Open Call product wise and reduce High Ageing Calls aggressively.
- Ensure Satisfaction Level of Internal & External Customer. Like Sales, Distributor, Dealers..etc.
- Reports send to branch daily and weekly basis.
- Managing the manpower based on call load and happy calling.
- Defective Management (DOA).
- Achieving the extension warranty target.
- Arrange the Training based on requirement and send the quality report to branch on requirement.
Area Service Executive (Customer Satisfaction - ASE)
Dish TV India Service Pvt Ltd
Pondicherry
09.2016 - 05.2017
- Handling 3 major cities -DCC/SF operation in Pondicherry, Cuddalore and Villupuram.
- Responsible for Open Call Management, ESC audit and Process adherence and Co-ordination with Technical Department regarding Modifications and new model failures.
- Service Network Correction on need Basis.
- Training management of DCC/SF Ensuring all staff across service network is trained to meet expected job requirement to conduct field audit accompaniment with franchise staff.
- Placement of required Infrastructure Identifying prospects for service franchisee.
- Ensuring proper infrastructure & other norms across service network.
- Safety stock planning on average consumption.
- Ensuring 100% resolution of complains ensuring customer satisfaction by providing 100% calls attendance keeping a check on TAT & others SLAs.
- To plan and control complete service function with accountability on profit & loss at ASC Level.
- To check service collection paid by customer and deposited by technician on daily basis.
- To plan the PJP (Pre Journey Plan) dealer/distributor-wise, franchisee-wise on the monthly basis with your Area Sales Manager.
- Maintaining KPI within the Target.
Service Executive (Customer Satisfaction)
Samsung India Electronics Pvt Ltd
Chennai
05.2010 - 08.2016
- Spearheading as customer feedback messenger for clients visiting service center and collecting feedback on the after sales services from the company end and resolving complaints and queries through technical and managerial support.
- Maintaining coordination with customers, internal departments, Regional Heads, service centres giving End to End services to Clients, handling all operation work.
- Analyzing the reports and taking necessary action for improving quality of service.
- Return goods Covert them as Fresh goods within prescribed TAT.
- Weekly basis passing credit note for National Distributor.
- Managing the operations as per SLA within prescribed TAT and a keen eye on quality and dissemination of information & updates.
- Defective Management (DOA).
- Maintaining KPI within the Target.
- To plan the PJP (Pre Journey Plan) dealer/distributor-wise, franchisee-wise on the monthly basis with your Area Sales Manager.
Education
BCA - Computer Application
Annamalai University
Chennai01.2013
DECE - Electronics & Communication
SCSM Polytechnic
Mohanur01.2005
Skills
- Customer Service Management
- Customer Satisfaction Enhancement
- Escalation Handling
- Revenue Management
- Client relationship management
- Team leadership
- Service center operations
- Logistics coordination
- Customer service
Certification
- Diploma in Computer Hardware & Networking (HDCHN)
- Have done a course on Network Administration (CCNA)
Personal Information
- Father’s name: G. Karunakaran,
- DOB: 22/06/1987,
- Marital status: Married,
- Present address: #5/178, Periyar Street, Medavakkam, Chennai – 600100,
- Permanent address: #15/7, Gandhi Nagar, Kattuputhur, Trichy DT – 621 207.
Date
Timeline
Manager
Hykon India Pvt Ltd
01.2025 - Current
Area Service Manager
Voltas.Ltd.
02.2021 - 05.2023
Area Service In charge
Haier Home Appliances India Pvt.Ltd.
07.2019 - 01.2021
Service Manager
Sanvee Customer care (Samsung authorized service center)
07.2018 - 06.2019
Area Service Executive (Customer Satisfaction - ASE)
Dish TV India Service Pvt Ltd
09.2016 - 05.2017
Service Executive (Customer Satisfaction)
Samsung India Electronics Pvt Ltd
05.2010 - 08.2016
BCA - Computer Application
Annamalai University
DECE - Electronics & Communication
SCSM Polytechnic
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