Nitin Wagh
Technical, Vendor, Material & Service Operations Management
Mumbai
Summary
Seeking professional enrichment in customer life cycle management with an organization of repute Industry. Professional Synopsis A total 18+ years of enriched experience in different industries like DTH Media, Consumer Electronics and Vending Machines. Skill Sets includes Customer Life Cycle Management, Field Service Operations, Technical Support, Installation & Service Recovery, Revenue Management, Vendor Management, Inventory Management, Team Building, B2B client service support and deep drive of the C-sat process / CSI.
Overview
19
19
years of professional experience
1
1
year of post-secondary education
Work History
Regional Service Manager - Western India
Coffee day Global Ltd, West Zone
Mumbai
10.2014 - Current
- Handling over all service operation for ROMG, Gujarat, Goa & MP).
- Implemented process and cost-saving initiatives to enhance operational efficiencies.
- Developed and enforced regional service policies and procedures.
- Analyzed regional service trends and performance metrics to inform strategic decisions.
- Directed and managed team of [359] service technicians in regional capacity.
- Planned and implemented strategies for improving customer service and satisfaction across region.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Launched quality assurance practices for each phase of development
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Developed detailed plans based on broad guidance and direction.
Territory Service Manager
Airtel Digital TV
Mumbai
01.2009 - 09.2014
- Notable Achievement:
- Rewarded in the Year 2010 for good revenue generation planning for a partner
- Achieved performance in excellence for TSM award in the west hub for the first quarter of 2010~2011
- National award “Best CE project Leader “by CSO and CEO-DTH in the month of Nov-12
- As an I & FR (Installation & Field Repaired), Swap Quality manager for Mumbai and ROM
- Noteworthy Milestones:
- Handled service operations of the ROM & Mumbai for the Airtel Digital TV & media
- Handling a customer base of more than 12 lakhs
- Ensured that minimum stock levels (MSL) of STB’s are maintained at state warehouses and also at the service partner level
- Monitored and Ensured the installation & Field repaired quality
- Dimensional manpower resources
- Ensure business return to company and ROI for Service Providers
- Basis the periodic audits, provided market/business insights across departments
- Being the product relating entertainment industry, time matters
- Hence, kept achieving response time & customer satisfaction through expanding the service network in rural areas
- Control STB repaired center and monitor swap repaired quality
- Drive first time installation service experience and quality of repairs
- Analyze fault rates and take appropriate actions to reduce faults
- Noteworthy Milestones:
- Managed and owned the entire customer life-cycle process at a given territory
- This includes customer on-boarding and service recovery
- Ensured processes are geared-up to meet CSAT / CSI scores to enhance the customer experience during installation and service recovery
- Handled service operations to the allocated base of more than 1 lac for Airtel Digital TV
- Responsible for SLA to be maintained, TAT for activation & Service Request
- Managed & monitored key customer and business impacting KPI’s like Calls and Complaints per Customer, Speed of Activation, Quality of Installation and service operations
- Educated and updated the engineers on the correct installation process employed to ensure the first-time- right installation
- Weekly meetings with Engineers to update them
- Visit the customer site, as a periodic exercise, with the engineers at the time of installation/SR.
- Oversaw and maintained regional service budget to verify fiscal responsibility.
- Confirmed compliance with local, state and federal regulations at all times.
Sr. Service Executive
Dish TV India Ltd
Nagpur
02.2007 - 08.2008
- After Sales Service (Nagpur and rest of Vidharbha)
- Provided exceptional service support in 11 districts within & around Nagpur and the rest of Vidharbha
- Service support in a wide spectrum of Nagpur & suburbs
- (Maharashtra first Service Franchisee started under my supervision in my territory)
- The Nagpur DCC is the winner of The Best Service Championship award in my tenure period.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Area Service Manager
Samsung India Electronics (P) Ltd
South Maharashtra
01.2005 - 02.2007
- Provided service support in 13 districts including Nashik
- Implemented and enforced regional service quality assurance processes.
- Collaborated with regional sales teams to identify and meet customer needs.
Dealer Service Executive
L.G. Electronics India (P) Ltd
Pune
12.2003 - 01.2005
- Played an instrumental role in curving up the Dealers and customer satisfaction graph to ensure repeat and referral business.
- Passionate about learning and committed to continual improvement.
Education
Post Graduation Diploma - Wireless, Satellite And Mobile Communication Network Designs
Govt. College of Engineering
12.2002 - 12.2003
Bachelor of Engineering (B.E - undefined
North Maharashtra University
Diploma - Industrial Electronics Engineering
S.M.I.T
Skills
Technical Field Supportundefined
Timeline
Regional Service Manager - Western India
Coffee day Global Ltd, West Zone
10.2014 - Current
Territory Service Manager
Airtel Digital TV
01.2009 - 09.2014
Sr. Service Executive
Dish TV India Ltd
02.2007 - 08.2008
Area Service Manager
Samsung India Electronics (P) Ltd
01.2005 - 02.2007
Dealer Service Executive
L.G. Electronics India (P) Ltd
12.2003 - 01.2005
Post Graduation Diploma - Wireless, Satellite And Mobile Communication Network Designs
Govt. College of Engineering
12.2002 - 12.2003
Bachelor of Engineering (B.E - undefined
North Maharashtra University
Diploma - Industrial Electronics Engineering
S.M.I.T
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