Nancy J

Repair Management and Coordination Specialist

• Managed repair process for large and home appliances, handling both warranty and out-of-warranty repairs.
• Coordinated with brands such as Mi, Realme, OnePlus, etc., to initiate and track repair requests.
• Created and managed brand tokens or service tickets for efficient handling of repair cases.
• Shared pending repair cases with brands and ensured timely updates and resolution within defined turnaround time (TAT).
• Closed repair cases under specified TAT, ensuring high customer satisfaction.

Warranty Management

• Handled warranty repairs, ensuring free-of-cost repairs for appliances covered under warranty.
• Managed extended warranty cases under Flipkart, coordinating with brands and Flipkart for seamless resolution.
• Ensured compliance with warranty terms and conditions to avoid additional costs for customers and organization.

Relationship Management

• Conducted regular meetings with brand representatives to discuss repair performance, SLAs, and customer satisfaction.
• Addressed escalations and unresolved issues promptly, providing effective solutions for customer satisfaction.
• Built strong relationships with brand contacts to enhance collaboration and improve repair process.

Data Analysis and Reporting

• Analyzed repair data and performance metrics to identify trends, areas for improvement, and cost-saving opportunities.
• Generated reports on repair status, turnaround time, and customer satisfaction.
• Provided insights and recommendations to senior management for process optimization.

• Coordinated with the training and network teams to create technician ID skill sets, ensuring appropriate training and certification for service technicians.
• Managed service centers across 8 districts in Kerala, overseeing their operations and ensuring smooth service delivery.
• Monitored and tracked installation and service cases to ensure closure within defined turnaround time (TAT), maintaining high customer satisfaction.
• Conducted regular meetings with field teams to address any service-related issues and ensure effective coordination.
• Collaborated with the head office to provide updates on service center performance and address any operational challenges.
• Facilitated cross-functional connectivity with various teams, including procurement, network ,training,CS ,CT,Quality and warehouse .
• Followed up with the warehouse team to track defective parts, ensuring timely return and accurate inventory management.

• Conducted a comprehensive study of the Team Leader - City Logistics process, analyzing the entire workflow and identifying areas of improvement.
• Engaged with team members, including logistics coordinators and team leads, to understand their roles and responsibilities within the process.
• Visited major city logistic hubs in Bangalore to gain firsthand experience of the operations and observe the handling of incoming and outgoing shipments.
• Assessed the escalation and TAT (Turnaround Time) metrics, identified bottlenecks, and provided insights on enhancing the escalation management process.
• Collaborated with the regional manager to develop strategies for improving TAT and reducing customer escalations.
• Assisted in implementing process improvements, such as streamlining communication channels and establishing clear escalation protocols.
• Prepared reports and presentations summarizing findings and recommendations for management review.
• Monitored the impact of process changes, tracked key performance indicators, and provided regular updates to the regional manager.